Paul Lanouette Email & Phone Number

Gatineau, Qc, Ca

Ontario, Canada

• Processed onboarding documentation and assessed client needs more granularly than in the sales stage. • Read over client contract to ensure Service Level Agreements and startdates are met.• Procure, provision and dispatch phones, headset and other VOIP devices.• Supported clients with technical issues and billing issues during the onboarding process. • Designed call flows, port phone numbers and transition clients into steady state quickly and efficiently.

Ottawa, Canada Area

• Managed client accounts on a granular level, monitoring device output monthly and preparing reports for clients.• Optimized deployments of fleets to ensure.• Tracked and update delivery statuses for record keeping purposes.• Created process documentation for managing requests, issues, software updates and issue escalation.• Hosted annual and quarterly meetings with client, occasionally travelling to nearby cities to have onsite presentations.

Ottawa, Canada Area

• Hired as Tech support agent. Promoted to backup Team Lead.• Assisted on Knowledge Base, Created training presentations.• Set new standard for content delivery.• Created outage tracker, initially internal but deployed nationwide.• Assisted in rollout of Android devices, Encryption on the devices and troubleshooting.• Worked with 3rd party telecom provider to activate devices and manage emails / devices. • Pushed software updates using management tool.

Ottawa, Ontario, Canada

• Bilingual Agent for IPTV and Internet with lite desktop support. • Validated callers against client database.• Ran remote testing on modems and set-top boxes.• Assisted with installing antivirus devices over remote support.• Assisted with networking, connecting devices to network and minor network management. • Assisted with minor billing issues but majority of responsibilities were technical in nature.