Anthony Nelson Email & Phone Number

Markham, Ontario, Canada

IT Support to 90+ outpatient addiction treatment centers, 26 pharmacies and 2 residential treatment facilities across Canada.Maintain and support cloud systems, servers, workstations, mobile devices, printers, POS and peripherals.Project Coordinator for all server, firewall and POS upgrades/replacements.

Toronto, Canada Area

Technical subject matter expert, and team performance management. Accountable for ensuring ongoing technical support health by creating and evolving technical documentation to support current and foreseeable changes due to new technology or business requirements.

Toronto, Canada Area

• Manage department policies and processes that align with department strategies and corporate objectives. This includes department incentive programs, best practices, and employee coaching. Conduct analysis of data.
• Managed the performance and engagement of 20+ support staff both on-site and remote.
• Maintained the highest call quality score amongst mobile internet support teams
• Managed the Employee Engagement Committee which planned and saw the successful execution of bi-monthly employee engagement events for 300+ support staff.
• Planned fundraisers that raised over $5000 for disaster relief efforts
• Represented the HiSpeed Technical Support department during health and safety committee meetings

Toronto, Canada Area

• Provide solutions to incidents, requests, completing project-based technical assignments including; upgrades, rollouts, and other new initiatives, and participating in identifying opportunities for improvement to.
• Maintained high trouble ticket closure rate on the first call without escalation which reduced repeat calls and escalations from customers.
• Commended for quickly resolving complex issues and ability to remain level headed during extreme network outages.
• Achieved a high user satisfaction rating; consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Promoted to manage a technical support team due to my high-quality standards in Tier 2
• During outages managing communications with Tier 3 groups using Remedy, updates to customers by recording IVR messages, Tier 1 groups using Maestro CRM and executive team using e-mail.

• Troubleshooting and resolve issue with all wireless device on the Rogers GSM, GPRS, EDGE, & Mobitex networks
• Administering clients Webmail accounts & online permissions