Mike Degen Email & Phone Number

Kitchener, ON, CA

Mississauga, Ontario, Canada

Mississauga, Ontario, Canada

Waterloo, Ontario, Canada

Waterloo, ON

• Managed performance and deliverables of up to 20 staff, including Data Network Analysts I/II, Network Support Specialists II, and Senior Network Support Specialists.
• Acquired, hired, and secured staff through interviewing, performance feedback and reviews, mentoring, and time management.
• Improved staff competencies with training of new processes for JIRA. Utilized classroom sessions and exercises.
• Managed, scheduled, and coordinated numerous change requests (infrastructure) for clients, across 40 analysts and multi-platforms.
• Aligned IT services with business needs, which improved process effectiveness, productivity levels, and service.
• Collaborated and built strong relationships with several key departments, including Provisioning, Product Launch, Project Management, Carrier Affairs, and BBM, and additional internal and external stakeholders.

Waterloo, ON

• Coordinated and managed over 30 individual corporate group policies with 300-2000 members, ensuring account accuracy.
• Entrusted to manage high priority clients, including IBM, EDS, and the College of Applied Arts and Technology.
• Audited peer work for accuracy using an internal checklist, and verified data entry and system coding. Trained, mentored, and provided ongoing guidance to new hires.
• Updated over 100 member eligibility files per week.
• Handled phone calls from Benefits Administrators regarding policies.
• Ensured all medical and dental coverage was accurate and correctly implemented on group plans.

• Managed initial set-up of new Corporate Clients and maintained existing Corporate accounts
• Deciphered and coded all benefit information for Manulife claims system (Clients II)
• Provided solutions to timely issues in a fast-pace environment with tight 24 hour deadlines
• Completed project work and re-worked claims system narrative of benefit programs for of all high profile clients and individual cases.