Michael Bastedo Email & Phone Number

Calgary, Alberta, Canada

• Consult with client business units to determine technology requirements to support goals and maintain IT in-take process• Formulate and define systems scope and objectives through research and fact-finding combined with an understanding of applicable business systems and industry requirements• Analyze business and user needs, documenting requirements, and revising existing system logic difficulties, as necessary• Work in different phases of systems analysis and considers the business implication of the application of technology to the current business environment• Apply a broad knowledge of principles, practice, and procedures of field of specialization to the completion of assignments• Assist in orienting and training entry level employees• Contribute to assessment of risks/impacts and assist in mitigation implementation

Calgary, Canada Area

• Provide tier two technical support for CREB® members when escalated by the help desk• Assist in the creation and upkeep system documentation and technical manuals• Troubleshoot and resolve technical hardware & software issues on CREB® member PCs• Perform resolution for staff on technical and software issues• Provide one-on-one member support for walk in traffic• Report and follow up on issues with CREB® vendors and keep members updated with issue status changes• Assist in the creation of periodic technology tips and technical news for general communication to CREB® members• Prepare regular release notes for updates to member facing systems

New Business Development• Prospect for potential new member and external clients with a focus on converting these to closed sales• Establish, develop and maintain positive member and external client relationships• Present and promote CREB® products/services using solid arguments to existing and prospective member and external clients• Perform cost-¬benefit and needs analysis of existing/potential member and external clients to meet their needs• Expedite the resolution of member and external client problems and complaints to maximize satisfaction• Provide timely after-sales support focused on providing an exceptional member experience• Analyze the territory/market’s potential, track sales and complete status reports• Supply management with reports on member and external client needs, problems, interests, competitive activities, and potential for new products and services

Calgary, Canada Area

• Reporting to the Help Desk & Contact Centre Supervisor, is responsible to provide an exceptional member experience consistent with CREB® values and strategic goals in every member interaction. This is largely achieved by responding to incoming member calls, call backs and emails in a timely and accurate manner• Provide first call resolution for all incoming Help Desk calls/emails • Respond to all member calls/e-mails with accurate information in a timely fashion• Assisting with cross training initiative between Member Service and Help Desk, including creating training documents (timetables, agendas, etc.)• Process orders, forms, listings and applications with a high level of accuracy and efficiency• Resolve member complaints professionally and escalate to the appropriate source if required• Ensure all calls and emails with corresponding data are entered to the call log• Maintain a high degree of professionalism, courteousness, and friendliness

Channel Care Representative• Sensitivity to partner needs/situations; proven ability to successfully negotiate satisfactory resolutions to customer accounts• Effective approaches to problem solving, seeking innovative channels for resolution• Providing same day provisioning solutions for sales made by technicians on site • Assisted with Help Desk inquiries from employees on the floor• Instructed in classroom training for new hires• Created and facilitated monthly training huddles for our department• Point of contact person for Citrix CSG and Netcracker for Help Desk• Assisted with the creation and facilitation of Netcracker training material for our Help Desk TeamClient Care Representative • Special talent for delivering sales and service excellence by demonstrating tenacity, persuasiveness, and strong interpersonal skills• Strong ability to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment• Analyze data, utilize problem-solving skills, and recommend solutions• Superior knowledge of voice and data/IP products and services• Performing client requests for service changes (MACD)• Preparation of monthly reports of key performance indicators and sales targets