Mark Lewchyshyn, Pmp Email & Phone Number

Canada

Remote

The Senior Project Manager at Gloat leads our customers and internal teams and creates a foundation for our customer’s success.- Own and deliver the successful customer onboarding experience for customers- Take ownership of the client onboarding experience by strategizing/coordinating with the customer and internal stakeholders- Work directly with.

• This role is responsible for leading a project team in delivering a solution to the client using the appropriate business measurements and terms and conditions for the project according to the project charter, project.
• Execute and oversee project day-to-day activities, incident and risk control and report back to the team
• Maintain continuous alignment of project scope with strategic objectives and make recommendations to modify the project to increase effectiveness.
• Identify key project risks and issues and mitigate accordingly.
• Develop project specific documentation, reports, and presentations/software demos
• Detailed project planning, approval, and execution according to the Client contractual requirements

Mississauga, ON

• The on-site Trapeze implementation resource working directly with clients on business process consulting, software configuration, testing, end user training, and support to ensure that the EAM software solution is.
• Business Process Re-engineering consulting instituting best practices
• Documenting and updating project risks and issues
• Design and delivery of role-based software training
• Assisting clients with data conversion consulting and batch processing
• Technical interface design and testing

Mississauga, On

• Acted as the Team Leader for the Logitech Harmony Tier II technical support team, providing supervision and performance management duties.Key deliverables:
• Responsible for providing agent and team performance metrics to the Logitech Harmony operations manager.
• Maintained an 84.2% SLA for all inbound queues during my tenure as the team lead, assisting with an increase in NPS from 25.5% in December 2010 to 43.7% in July 2011.
• Creation of daily task allocations, development of incident queue management strategies and resolution of corporate escalations.
• Performed QA monitoring duties for Logitech’s Tier I & II support vendor along with providing weekly statistics.
• Created an intranet site providing call center staff with one-stop access to internal files, forms, Visio hardware troubleshooting flows & email templates.

Mississauga, ON

• Fulfilled role as a technical trainer for Logitech’s two-week new hire program. Performed various other training duties including business unit training, media events, trade shows & development of training.
• Conducted two-week new hire training and certification program for contractor and full-time technical support agents.
• Assisted in the development, enhancement and refinement of the new hire training curriculum including presentations, job aids, templates, agent scripts and mock-call scenarios.
• Developed mentoring program for new hires to facilitate transition period from in-class onto the floor.
• Represented Logitech at various industry related trade shows & media events.
• Voice-over work for Harmony video-based FAQ’s.

Mississauga, ON

• Promoted to the role of Technical Support Specialist, responsible for resolving escalated technical incidents, performed role as a subject matter expert on operations related projects and acting supervisor duties when.
• Floor walking & Help Desk duties to help assist Tier I & II agents with troubleshooting and escalation procedures.
• Performed duties as a subject matter expert in validating and reporting issues from technical support to engineering.
• Beta test Harmony software, firmware & hardware before public release.

Mississauga, ON

Troubleshooting escalated hardware & software issues with the Logitech Harmony Remote via email.Ensure accurate device information is maintained and updated within the Logitech database.

Mississuaga, ON

Provide specialized technical maintenance and recovery support for the company's affiliates and clientsOversee timely network problem identifications, determination and resolution activities in a multi-platform environmentContinually strive to improve network and operational performance and efficienciesEnsure accurate set-up of sites online within DNS.

Project Mangement

Bachelor Of Arts, History