Michelle C. Email & Phone Number

Wirral, Nb, Ca

Fredericton, New Brunswick, Canada

● Created, modified, and maintained SharePoint 2019 for Working NB division of PETL so employees had updated information on internal Intranet pages. Updated documents on the document storage in SharePoint. Ensured that all pages for WorkingNB were able to toggle between French and English.● Created service requests in Bugzilla to document problems with internal applications and aligned with business analysts to ensure smooth resolution of user issues.● Performed quality monitoring on the job bank site for all jobs posted within New Brunswick, ensuring accuracy and quality of job postings on the federal site. Assisted employers with posting jobs to the JobBank website.● Maintained user list for WorkingNB users to access federal applications to verify Employment Insurance availability, troubleshot issues for users with the system.● Sent out maintenance notifications in both French and English to all PETL departments using internal applications when maintenance was scheduled.

Wirral, Nb

● Spearheaded implementation projects for customers migrating to roomMaster Cloud service from either a different Property Management System or from roomMaster Premise. Collaborated with customers to determine their necessities regarding existing workflow via virtual meetings and provided answers regarding time frames and process flow to all stakeholders. ● Coordinated virtual meetings with stakeholders to establish project timeline, set and manage expectations involving multiple departments internally and externally, and cooperated across teams to meet customers’ needs. Ensured customers had full functionality in their systems by agreed upon deadlines and remained point of contact on any future problems, questions or concerns that arise with the new system.● Wrote extensive and in-depth workflow documentation to assist in planning time requirements for go-lives of customers and ensured all team members adhered to standardized on-boarding procedures. This lowered the margin of error generated in implementations down 30%.● Interned as the Implementation team lead which included conducting interviews for prospective new hires, training newly hired employees on proper on-boarding procedures for customers, and monitoring new employees’ performance.● Piloted and led a project to revise monthly maintenance procedures of cloud operations systems by creating PowerShell scripts, which cut the amount of time needed to prepare for maintenance down from 2 hours to 20 minutes consistently.

Canada

● Taught MiCloud Connect architecture to a team of 12 peers by drawing on my expertise and building a new training course that resulted in a significant reduction in time to resolution (150%) and enabled the team to be self-reliant.● Dismantled an old alert system and re-built it using Terraform into New Relic and StackDriver from scratch, which reduced customer detected incidents and enabled the team to be more proactive at detecting outages. ● Was primary subject matter expert on MiConnect platform, providing in depth knowledge of incidents to peers, building the team’s understanding and ability to troubleshoot independently.● Resolved complex customer incidents with the Cloud PBX environments by remote tools and provided sound guidance on next steps when resolutions were stalled which allowed system availability to be kept at 99.999%.● Performed maintenance, backups and performance checks on Linux and Windows servers as well as ShoreTel specific software updates as part of the change management solution after hours to prevent any downtime for customers during peak work hours.● Documented processes and changes made in system as new systems came online, ensuring that the team were informed

Remote

● Handled high priority incidents for Cloud PBX solution by calling upon experience and expertise and working with additional teams to resolve high impacting issues for Mitel customers as quickly as possible to keep system availability at 99.999% or more.● Generated reports and performed data analysis on incidents to provide executives with trend information on topics such as customer trends, product bugs and patches that were to be prioritized, which was then used to dedicate resources to fixing high priority items and determine projects for each quarter.● Managed a team of 20+ individuals on incident bridges to direct the flow of troubleshooting towards solving incidents as quickly as possible and keeping everyone focused so that customer issues could be resolved swiftly, minimizing customer turn over. ● Handled on-call responsibility 24 hours a day, 7 days a week as part of a team rotation, which allowed for any customer impact to be responded to in a timely manner. ● Coordinated with engineering team to create walk through guides of how to solve both common and complex issues that occur within the system and educated teams on applying the fixes within the steps to solve customer issues consistently and expediently.● Consulted on architecture modifications and improvements using network architecture maps and proprietary visualization tools with the goal of minimizing incidents and downtime for customers.

Saint John

● Provided French technical translation on Connect Installation Training course while in Paris for Partners and ShoreTel instructor, acting as a go-between when questions arose and further explanations were required.● Handled customer calls in relation to complex issues with phone systems, including mobility applications, contact center and PBX system issues, guiding customers on how to resolve some issues themselves as appropriate, as well as escalating software bugs to developers for code fixes to prevent reoccurrences. Throughout the process, kept the customer informed of next steps and set expectations on when the issue could be resolved.● Operated as the primary point of contact for the team to confirm issues, troubleshoot and implement system fixes including resets which helped address issues before they occurred.● Developed a customized training module and coached tier 1 agents about the interaction between different parts of the system so they could understand why they were looking into certain logs and become more efficient in troubleshooting and fixing customer issues more swiftly.● Worked with Carriers to resolve customer issues pertaining to phone lines as well as migrated customer lines when required to do so from one carrier to another, which helped stabilize customer calls and saved them money.● Took action on high urgency alerts generated by the cloud system to resolve issues before customers became aware of them, opening incidents in an effort to stay at 99.999% availability.

Saint John, Nb

● Supported French customers on English products by providing technical translation and by acting as go between for English subject matter experts and French customers.● Resolved customer problems on ShoreTel proprietary phone switches, bridges and trunks remotely, which helped get customer phone systems back into operation with minimal down time.● Helped provide installation and customization advice for configuration of ShoreTel software to customers to maximize their use of their environments.● Troubleshot customer issues with PRI, analog and SIP trunks and helped resolve issues using network analysis tools, all remotely, and all to minimize customer down time.● Learned SQL database syntax to help customers with their on-premise systems including resetting passwords and setting up complex SIP connections.

Saint John, Nb

• Handled escalations as senior agent as well as irate customer calls for new agent handoffs to smooth customer relations and resolve issues that were complex for new agents to solve effectively.• Conducted new hire training to agents who were new to the company and provided testing to ensure that they were ready to help solve customer issues quickly and efficiently.● Mentored new agents during their first 2 months on the phones by being their primary point of contact for questions, feedback, monitoring and technical expertise, all while working to ensure a smooth and professional customer experience.● Created new technical training as related to mobile devices including iOS, Android and Windows Mobile as related specifically to the company environment as well as general knowledge. Conducted subject matter testing on the material to certify agents as experts.● Worked to obtain Certified Technical Trainer designation to ensure new hire learning was as stream line and focused on the correct subject material needed for success of new agents on the phones.● Provided support to customers on Microsoft Exchange, Mobile devices, Active Directory and Mac OS as a subject matter expert, answering complex customer questions and configuring environments accurately as requested by the customer.● Configured Infrastructure-as-a-Service environment for on premise Active Directory environments, including setting up Active Directory users, exchange users, laptop configurations, and any peripherals that required user accounts so high-profile customers could get streamlined support quickly and effectively.● Set up new customer accounts via Office 365, using the web portal as well as using the back-end Exchange and AD systems to unlock and reset accounts as needed.