Peter Muir Email & Phone Number

Waterloo, Ontario, Canada

Waterloo, Ontario

Waterloo, Ontario, Canada

Design & facilitate an ongoing four-week training course for new employeesCreate training documentation for on-boarding of new hiresPerform needs analysis for new products to develop training requirementsBuilt formative and summative quizzes to improve knowledge retentionTechnical resource for marketing collateral developing training videosAdept in establishing learning objectives for employees to strive towardsFamiliar with Adobe Captivate and Adobe PremierOccasionally take over duties for the Technical Support team in lieu of the manager

Waterloo, On

Perform technical case audits for other Technical AnalystsCreate and document weekly issues report to ensure the global team is cross-functional with all departmentsCurate the Knowledge Base daily to guarantee accuracy of the articlesInternational travel for trade shows acting as an ambassador for DejeroCreate training documentation for on-boarding of new hiresFacilitate on an on-going basis a three week training course for new employees

Waterloo, On

Provide technical support to broadcast television stations for Dejero transmitters and serversConstructed the Knowledge Base promoting self-learning solutions lowering the amount of escalationsAdministers delicate on-site technical solutions to major market television stations to solve issuesCreate reports using SQL to provide expansive customer data regarding the performance of DejeroWorked extensive UAT for a large-scale CRM projectLiaised with the QA department for launching the new Dejero LIVE+ ControlDocumented and delivered training to customers for the Dejero LIVE+ Control

Waterloo, Ontario

Mentored analysts to problem solve and assist with sensitive communicationsCreated complex Excel spreadsheets to track and measure data for teams to collaborateFlown to national wireless carriers to facilitate technical training which reduced inbound callsRaised call centre related KPIs by 22.5% as a direct result of coaching and feedbackOrganized and assembled extensive training courses for agents which improved knowledgeEscalation point for associates to investigate new issues for development to fixAnalyzed the BlackBerry 10 OS using UNIX to review logs to identify issuesPerformed deep dives on tickets to investigate root cause to lower the average handle timeAuthored white paper which was spread to wireless carriers to reduce inbound calls regarding a technical problem with the BlackBerry 10 platformSupported legal department as a technical resource for sensitive customers

Waterloo, Ontario

Responsible for creating KB articles to address gaps in knowledgeLed team meetings for my peers in place of the Manager Consistently led my team in quality targets of 96%+Facilitated training sessions for agents in groups of 15 or moreSelected to perform User Acceptance Testing on new tools to ensure functionality for agents

Burlington, On

Constructed Wiki styled Knowledge Base using HTML/PHP/SQL to bridge knowledgeIntroduced NOD32 Antivirus to product mix increasing sales by $22,500 annuallyConfigured Linux based spam filters for Managed Services clients Created monthly revenue generation with totals of $7000+Supervised a call center with ten agents including coaching sessionsConducted interviews for technical call centre positions and administering technical tests

Mississauga, On

Performed daily audits on reports generated by the COBOL mainframe for the businessMaintained communication between 3rd party providers and EDULINX to ensure issues were resolved in a timely efficient mannerManaged Lotus Notes 4.6 and 5.0 using Domino AdministratorGranted access to finance tables using HP Mainframe for agents to dispense loans

Provided internet technical support in a call centre environment to the commercial industrial sector and residential customers.Responsible for 1st line technical support to commercial subscribers using Cisco UBR924 routers.Created domains, emails, and web space for clients.Resolved technical escalations using a proprietary ticketing system.Maintained a maximum 1 hour turn around on escalated tickets.

Burlington, On

Upheld a customer service standard storewide.Led district in extended warranty sales.Accountable for cash drawers upwards of $10 000.Supervised four employees in absence of manager.

Teacher / Trainer Of Adults, Workforce Development And Training, 4.0

Working towards my certification as a teacher of adults. Understanding how adults learn and effectively building curriculum to ensure.

Business/Corporate Communications

Sql Essentials

Introduction To Php, Php/Sql