Mike Wass Email & Phone Number

Ottawa, On, Ca

Ottawa, Canada Area

- Managing 20 people in a 24/5 front line support environment between Ottawa and Toronto- Lead in Operational Readiness for RTGS Extreme Contingency Service.- In Change Authority role to ensure all changes are appropriately created, reviewed and approved. - Assisted in Operational Readiness for Lynx Payment System- Implemented new phone Contact Centre system for IT and Product Support- Implemented remote work due to COVID-19- Implemented new interaction methods to keep employees engaged in new working environment- Implemented Employee Satisfaction surveys and have achieved a 4.4/5 in Oct. During COVID-19 where the lowest score was 3.9/5 (August)- Separated the Service Desk into 4 new functional teams to support the growth of Payments Canada and provide quality support across all functional areas. (Corporate Service Desk, Payments Operations Center, Incident & Problem Management, and Desktop Support)- Implemented new Problem Management and Major Incident process- Assisted in the creation of new Change and Emergency Change process.- Manage Budget

Ottawa, Canada Area

• Managing 9 employees between Toronto and Ottawa• Created new processes and procedures • Created new KPI’s to manage staff performance• Created new IT Knowledge Base for Internal IT staff as well as employees• Reporting on the Service Desks phone metrics for management• Handling customer escalations• Managed projects for new acquisitions• Conduct Monthly 1:1’s• Provide direct support to senior management.• Manage budget

Worldwide

Ottawa, Canada Area

• Managing 10 employees• Created new processes and procedures • Created new work schedule based on Erlang C formula• Created new phone statistical reporting.• Reporting on the Service Desks phone metrics for management• Handling customer escalations• Monitoring phone queue to ensure daily KPI’s are met

Ottawa Ontario Canada

• Lead and managed storage inventory project and process• Installed, updated and configured Windows XP on workstations• Installed, updated and configured MS Office 2007 applications such as Outlook• Used remote access and admin tools to troubleshoot client desktop issues. • Installation and upgrading of computer workstations including CPU, memory, NICS, hard drives etc.• Provide problem support to users in a Microsoft Windows/ Office environment• Provide problem support to users in a Citrix PS4 environment

Ottawa Ontario, Canada

I managed Rent To Own properties and contracts purchased either our company or by our investors.

Ottawa, Canada Area

• Meeting with clients to discuss goals and future financial plans • Managing client files to completion to ensure a quick and easy closing• Networked with Realtors, Insurance Agents, and other Industry related fields.

Ottawa, Canada Area

• Manage data that enters and leaves the CMDB• Creating and implementing operational processes and procedures• Running quarterly SOX control audits.• Creating and running reports for CMDB

• Managing 12 employees• Conducting 1:1 meetings with employees bi-weekly• Ensuring employees meet quarterly goals.• Managed project to reduce New Hire cases to the Service Desk• Reporting on the Service Desks phone metrics for management• Handling customer escalations• Implemented new KPI’s to match IPIL standards• Compiling and verifying weekly compliance reports• Monitoring phone queue to ensure daily KPI’s are met• Managed service enhancing projects• Creating Flex dashboards for reporting purposes.• Creating SQL queries for KPI Dashboard

Ottawa, Canada Area

• Resolved client issues via phone, email, ticket, and chat.

Ottawa, Canada Area

• Performing QA on agent tickets and processes• Implementing process and procedures • Meeting daily goals and service levels that management implemented• Ensuring customer service satisfaction by dealing with comments, complaints and queries in a prompt, pleasant manner

Ottawa, Canada Area

Providing 2nd level technical support to call center analysts who were providing support to Time Warner Cable Business users.

Master Certificate Of Project Management, Project Management, 85%

Activities and Societies: - Project Planning & Control - Leadership, Communication, and Stakeholder Management - Project Quality.

Itil V3 Intermediate Qualification: Operational Support And Analysis

Itil V3 Intermediate Qualification: Release, Control And Validation

Itil Foundations V3

Management Studies

Taking courses at Algonquin to receive my Management Studies Certificate.

Ccna 407