Management Support Coordinator/Hwin Coordinator/Help Desk Supervisor
HWIN Coordinator- Liaison between MOE and third party consultant to complete changes/updates/fixes to an online ecommerce solution: the Hazardous Waste Information Network (HWIN).- Supervised help desk of up to 10 staff. - Prepared reports, documentation, policies and procedures.- Resolved or escalated technical issues.- Ensured client relationships were managed and maintained.- Presented HWIN application to interested parties.- Created help desk protocols, service level agreements, training documentation, system documentation and standard operating procedures.- Completed all testing of system corrections prior to promoting online.Help Desk• Supervised entire HWIN help desk consisting of up to 15 staff for its initial two (2) years.• Developed and implemented policies and procedures for client management.• Created help desk protocol, service level agreements, training documentation, system documentation and standard operating procedures. • Resolved or escalated HWIN program and application related technical issues for up to 15 help desk staff for resolution with clients. • Oversaw responses to high call and e-mail volume as well as respectfully respond to escalated calls and complex enquiries from external clients.• Documented, compared and analyzed daily call volume and statistics.Management Support • Coordinated issues response on behalf of the Section with the completion of thorough research, communication, analysis and reporting. • Administrative and daily support for manager/supervisor and the Section. • Prepared revenue and refund material, estimates, briefing material, Minister’s letters, presentations, project plans, meeting minutes, agendas and information for senior management.• Organized and maintained the Hazardous Waste Information Systems Section/Strategic Projects and Planning Section files and meeting information.• Coordinated, completed and distributed reports and other metrics for senior management.