Michael Mcphee Email & Phone Number

Waterloo, On, Ca

Halifax, Nova Scotia, Canada

As a member of the Professional Services Project Management team I am responsible for the following:- Management and administration of multiple concurrent BeyondTrust customer implementation projects.- Track and manage project details ensuring customer implementation projects remain on track for successful completion within time and budget constraints.- Ability to work collaboratively alongside other Professional Services team members.- Manage internal and external customer project inquiries.- Assist with monthly project-related business reporting driving revenue recognition and utilization.- Assist with internal procedural documentation and process development.- Effectively communicate project expectations to the customer, project team members, Sales, and management.- Effectively manage technical and non-technical project issues to resolution.- Escalate risks and issues internally to management and externally to customer project management teams to resolve or mitigate risk.Provide operational reporting on project status.- Ensure customer satisfaction throughout the implementation process.- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.

Halifax, Nova Scotia, Canada

As a member of the Professional Services Project Management team I am responsible for the following:- Management and administration of multiple concurrent BeyondTrust customer implementation projects.- Track and manage project details ensuring customer implementation projects remain on track for successful completion within time and budget constraints.- Ability to work collaboratively alongside other Professional Services team members.- Manage internal and external customer project inquiries.- Assist with monthly project-related business reporting driving revenue recognition and utilization.- Assist with internal procedural documentation and process development.- Effectively communicate project expectations to the customer, project team members, Sales, and management.- Effectively manage technical and non-technical project issues to resolution.- Escalate risks and issues internally to management and externally to customer project management teams to resolve or mitigate risk.Provide operational reporting on project status.- Ensure customer satisfaction throughout the implementation process.- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.

Waterloo, Ontario

Waterloo, Ontario

• Received BlackBerry Silver Star award for exceeding company & customer expectations• Delivered expert technical support to customers via phone and email for BlackBerry Powered by Android, BlackBerry Legacy Devices, BlackBerry 10 Devices, BlackBerry Internet Service, BlackBerry Radar Asset Tracking and general BlackBerry Enterprise Inquiries• Documented new issues, gathered logs, & performed log analysis; would create necessary defect requests through JIRA system to document & address new issues• Provided training to Analysts for new product introduction• Participated in On-Call Program for VIP Device Seeding, which included troubleshooting, device replacement and varied rotations• Provided SME Feedback for new training content and assisted in review of Technical Documents for accuracy and proper information• Participated in User Acceptance Training (UAT) for future product release & successfully completed Train-the-Trainer (TTT) to deliver training to all other Internal Employees• Updated and maintained knowledge base articles on corporate website, providing up-to-date technical support information to users

Bedford

Delivered expert technical support to customers via phone and email for handheld devices, BlackBerry Internet Service accounts and PlayBook tablet. Utilized various internal tools, resolving customer technical issues or inquiries. Documented new issues, gathered logs, and performed log analysis, escalating to Senior Analyst Team if unable to identify issue through root cause analysis. Provided training and technical coaching to Associates and Specialists and made VIP technical call backs to VIP clients assigned by Team Lead or Manager.• Reduced Associate log review time 50% by creating MS OneNote file of control logging and implementing into NotePad++ plugin, enabling Associates to see and compare work to a correct log.• Identified issue in PlayBook where IMAP Prefix was missing, resulting in IMAP Prefix being added to future OS, including BlackBerry 10.• Updated and maintained knowledge base articles on corporate website, providing up-to-date technical support information to users.• Achieved Knowledge Centric Support Certification by completing detailed training program.

Sydney, Nova Scotia

Provided assistance to customers with inquiries regarding wireless mobility devices, including billing and general information questions. Assisted customers with basic troubleshooting and programming and upsold new hardware, features, and additional services.• Recognized as top team performer by achieving excellent scores for call quality and customer feedback.

Glace Bay, Nova Scotia

Ensured overall customer service level agreements were satisfied by effectively scheduling support staff coverage.• Analyzed monthly staffing needs, meeting on-going service level, business and financial goals.

Glace Bay, Nova Scotia

Managed and maintained service level requirements for clients monitored by Intraday Desk. Provided intraday analysis to Work Force Planning, Operations and Management regarding intraday forecasting, scheduling and adherence.• Recognized for strong work ethic by being promoted to Schedule Associate after 2 months in role

Glace Bay, Nova Scotia

Provided technical assistance to residential consumers of a Fortune 500 computer company. Followed processes and guidelines prescribed by client. Up-sold clients on products and services where appropriate.• Promoted to Intraday Analyst 5 weeks after starting in role and completing training.

Sydney, Nova Sotia

Supervisor, Customer Interaction Center 2007 – 2008Managed day-to-day performance of 20 – 25 customer service agents by delivering quality feedback, maintaining staffing levels and issuing disciplinary warnings. Oversaw team payroll, call coaching and quality, as well as held coaching and one-on-one meetings with team members, improving overall stats. Determined compensation for agents based on quality analysis evaluations. Participated in and facilitated client calibration sessions. Attended meetings, conference calls and performed other duties, such as approving vacations and disciplinary issues.• Provided feedback for quality analysis evaluation, resulting in evaluation categories being changed from subjective (exceeds / achieves / below) to definitive answers (yes / no).• Improved teams’ overall retention rates 10% using incentive and coaching programs, demonstrating to representatives how to handle calls.• Attended job fairs and interviewed and selected successful candidates, ensuring best person was chosen for appropriate positions.

Sydney, Nova Scotia

Entered Active Operations Management (AOM) data, as well as daily attendance and logging exceptions. Identified and forwarded calls to client for weekly calibration sessions. Assisted agents with calls and took over calls when necessary. Performed upkeep of Infovision system and internal Guthy Renker website.• Maintained Infovision system, allowing agents to see current service levels, current and top 10’s in various programs, as well as how centre compared to sister sites, enabling offline work to be delayed to focus on answering calls, ensuring service-level goals were achieved.

Sydney, Nova Scotia

Delivered technical and process support to Tier 1 agents supporting Hewlett-Packard products. Worked with Tier 1 Agents one on one and handled escalations that required higher-level technical support beyond level Tier 1 Agent.

Information Technology

Education record