Michael Dybala Email & Phone Number

Montreal, Quebec, Canada

• Responsible for all major accounts in Eastern Canada
• Member of the Subject Matter Expert (SME) teams for Cloud, SaaS and M365
• Train and mentor new hires
• Attended President’s Club 2023 for achieving 168% of yearly sales target!
• Plus, all the duties from my previous role (see below)

Montreal, Quebec, Canada

• Demonstrate solutions to customers, potential customers and partners
• Support and manage a customer proof of concept
• Manage day to day contact and communications with prospective customers
• Manage customer expectations and ensure customer satisfaction
• Act as a point of contact and provide technical support for post integration customer inquiries
• Work closely with the Technical Help Desk to provide overall service to customers

Montreal, QC

• Worked closely with sales executives to move deals further along the sales process by following up with prospects from a technical standpoint (questions, network diagrams, etc.)
• Performed software demonstrations on the phone and on site for prospects
• Architected and designed our software to fit into prospects’ existing infrastructure
• Walked prospects through trial setups of our software, and then performed walkthrough and training sessions to help them understand key benefits and use cases
• Set up, maintained and administered online demonstration system used for customer walkthroughs, demos and trials
• Created a standardized PPT template for all demonstrations to ensure consistency among all sales engineers and to serve as a backup in the event of demonstration system failure

Montreal, QC

• Created and delivered regular training sessions for internal sales staff
• Performed competitive teardowns of competitor’s products, delivered training and created cheat sheets for sales staff to better handle objections
• Worked in a team on a regular basis to help complete various RFPs and RFIs
• Helped create proposals and SOWs, and then reviewed with prospects to ensure project alignment
• Walked independent research groups (Info-Tech Research Group, MSExchange.org) through the setup and utilization of our products which spawned public reviews of our software suite
• Attended trade shows (MEC, HIMSS, etc.) as a vendor to help create new pipeline business

Montreal, QC

• Answered incoming customer calls and emails, helping resolve customers’ product issues
• Worked with team to create knowledge base articles for both internal sharing purposes and to serve as quick walkthroughs for customers
• Set up personal virtual environment for testing and validating customer problems
• Tested BETA products internally before they were released to customers

Ottawa, ON

• Led a team of between 15-30 first-level agents to ensure Helpdesk metrics were met
• Monitored agents’ phone calls, attendance and various other stats
• Offered advice on improving areas of weakness through one-on-one coaching, demonstrations and team meetings
• Generated weekly spreadsheets and reports for immediate supervisor
• Managed the phone queue, looked for trends in calls, and adjusted staff levels as call volume dictated
• Played an integral part in “shutting down” a contract as it was decommissioned

Ottawa, ON

• Handled technical issues which could not be solved by first-level agents
• Dealt with Network Management Centre, reporting hardware failures and resolving network conflicts and configuration errors on the network
• Registered, modified, and deleted all.COM,.NET,.ORG and.CA domains for our customer base through Network Solutions and CANet Registrars
• Became a class instructor and taught project-specific details to new recruits
• Handled Team Leader duties in a backup capacity which included queue management, listening to agent’s calls, provide Quality Assurance and reviews to agents

Ottawa, ON

• Answered incoming calls from customers relating to dialup connectivity to the Internet using a modem, dialup ISDN or xDSL
• Configured all flavors of Netscape’s and Microsoft’s browsers, as well as various mail and news programs
• Responded by email to customer’s problems that were emailed to the Support Desk
• Put in charge of Second Level desk on various occasions to answer 1st Level Technician’s questions
• Promoted within 12 months for exceptional technical and client relations skills