Robert Mercier Email & Phone Number

Waterloo, Ontario, Canada

Leading Innovation, Transforming Technology, and Driving SuccessAs Chief Technology Officer at Next Dimension Inc., I am honored to spearhead our technological vision and strategy, shaping the future of our dynamic Managed Service Provider (MSP) based in Southwestern Ontario.🌐 About Next Dimension Next Dimension is a forward-thinking MSP with a team of professionals dedicated to delivering unparalleled customer experiences. We thrive on a foundation of quality and professionalism, consistently exceeding industry standards. We consider ourselves IT Risk Management Professionals.🔍 Key Responsibilities:• Strategic Technology Leadership: Steering the company's technological roadmap, aligning it with business goals, and ensuring innovation remains at the core of our operations.• Team Empowerment: Inspiring and leading a talented team of professionals, fostering a culture of collaboration, continuous learning, and excellence.• Customer-Centric Approach: Upholding our commitment to an exceptional customer experience, leveraging technology to meet and exceed client expectations.• Tech Visionary: Staying ahead of industry trends, evaluating emerging technologies, and implementing cutting-edge solutions to enhance our service offerings.• Quality Assurance: Overseeing the implementation of rigorous quality control measures, ensuring that our services maintain the highest standards.

Waterloo, Ontario, Canada

As the CX Technical Officer and a member of our Operations Leadership Team, I am dedicated to driving exceptional customer experiences through technology. With a deep understanding of the technical aspects of customer experience management, I oversee and manage the day-to-day operations of our organization, ensuring that every interaction with our customers is technically competent, efficient, and accurately fulfills the customers business requirements.My role involves implementing innovative strategies and leveraging cutting-edge technologies to optimize the customer journey, enhance satisfaction, and improve overall business performance. By closely collaborating with cross-functional groups within our Operations Team, I align technical solutions with customer-centric goals, translating insights and feedback into actionable plans.I thrive in fast-paced environments, leveraging my strong analytical and problem-solving skills to identify areas for improvement and drive operational efficiencies. By staying abreast of emerging trends and industry best practices, I proactively explore new opportunities to enhance our technical capabilities and deliver personalized, tailored experiences to our customers.Not only is Next Dimension in the business of IT Risk Management, but we also focus on the importance of empathy and understanding in every interaction with our customers. I lead by example, empowering and mentoring teams to deliver exceptional customer service while maintaining technical excellence.

Waterloo

My primary responsibility is for the design, implementation and management of the constantly evolving and expanding Next Dimensions Managed Networking platform. My other responsibilities include mentoring and coaching the junior and intermediate techs that are part of the networking team, and giving guidance on best practices from my over 20 years in telecommunications to the rest of the organization.I work closely with our customer’s executives to plan and design their next generation networks and ensure that they meet their reliability, scalability and security needs.In addition to managing our network I have been the project onsite networking lead for multiple major automotive part suppliers plant re-locations / constructions / line-launches across over two dozen sites in Michigan, Illinois, South Carolina and various cities in Mexico (Querétaro, Derramadero & Saltillo). These sites have supported major Tier-1 automotive manufacturers, and often as the primary tech I need to take on functions that are normally handled by a PM or coordinator, but that are much more technical in nature.From 2018 to 2020 I was the lead tech for the multiple projects Next Dimension had with FCA through their MECR and Supplier Quality Departments. We worked in-depth on the Warren Truck Plant (WTAP) overhaul, and where part of the 21 WS, WL and KL launches.Besides networking equipment I am constantly working within our VMware environment managing and deploying virtual network devices, and feel at home working on Microsoft Servers for any tasks related to AD,DNS,DHCP,NPS, and other common Microsoft services.Cisco Catalyst 29xx/36xx/37xx/38xx/45xx/49xx/68xx, & 9K seriesCisco ASR1000 SeriesCisco ASR920 SeriesCisco NCS520, NCS540Cisco Nexus 9K, 7k, 5k, 3KCisco ISR 1900/2900/3900/44xx RoutersCisco ASA, ASAv, NGIPS/NGFWvCisco vWSA, vESA, vWLCCisco AironetIOS, IOS-XE &, NX-OS, IOS-XRCisco SourcefireCisco AMPMerakiHirschmannRockwellSiemens

Waterloo

My specialization was in network design, implementation and support for multi-site businesses. I often utilized leased or dark fibre, Metro Ethernet (EVPL, EPL, ELAN), symmetrical DSL, ADSL (HSA), leased line (DS1/DS3), MPLS or point to point broadband wireless (licensed & unlicensed). Frequently I worked with networks that had high availability requirements and required me to use dynamic routing over redundant or diverse paths to achieve this (EIGRP, BGP, and OSPF).Many clients called on me to deploy network monitoring software within their networks to provide alerts, notifications and usage statistics. I designed, deployed and managed a Cisco powered MPLS / VPLS network across Canada and the USA for Lantern Hill IT. The network was built upon Cisco ME series switches, ISRG2, ASR1001, ASR901, ASR920, and CRS-1000V routers. The LHIT network had wholesale CNI/NNIs with multiple national and international carriers, and used multiple transit providers with best path external routing.In addition to networking I designed and coordinated the deployment of infrastructure solutions for clients including, but not limited to:UPS / Power Distribution - APC VT, MGE, and Liebert NX series (typical 16-60 kVA in size)A/C - APC, Liebert and other HVAC standard A/C units for client data centresCabling - Panduit, Belden, and SignamaxCabinets - APC, Liebert, Chatsworth & Middle AtlanticStorage - Nimble, EqualLogic, Dell MD3xxx series, & ZFS based solutionsServers - Dell R series & Cisco UCS B & C seriesWireless - Ruckus Wireless; indoor, outdoor and campus mesh.Typically within a client environment I worked on Cisco networking, Microsoft server services (DHCP, NPS, DNS, AD Sites and Services), VMware ESXi, and iSCSI storage.

Sales Engineering, as well as designing networks for Atria customers utilizing Atria's metro Ethernet fibre service and third party connectivity. I was also responsible for deployment and configuration of hardware for integration between customers network and Atria's Metro Ethernet service. Hardware manufacture of choice for client’s networks was Cisco Networks routers, switches and ASA firewalls.Atria Networks was purchased by Rogers and is now known as Rogers Business Solutions

Designed, deployed and supported G.SHDSL service offering for Guelph and surrounding area. Designed, deployed and supported point to point and point to multipoint wireless networks using Motorola Canopy and Cisco wireless solutions.Provided onsite support for FibreWired customers. Fibrewired merged with FibreTech in 05/06 to create Atria Networks Inc.

Responsible for planning and deploying a wide area network for the Upper Grand District School Board (UGDSB) as well as the Wellington County Library Network. At the time the UGDSB consisted of twelve high schools, sixty primary schools, two adult education centers as well as three administrative buildings. The Wellington County library network is comprised of twelve branch offices and one main office.A private class ‘A’ addressing scheme was used for the school board; with a class ‘B’ network being assigned to each location for internal use. Administration buildings & high schools were further broken down into smaller class ‘C’ networks for areas such as high usage labs, general student backbones and faculty backbones to reduce the broadcast domains and increase securityCreated NOC for the network using MRTG and What’s Up Gold 7.0

On-site service and trouble shooting for all PC & LAN / WAN• One of three exclusive PC only technicians for the Rogers Cable contract for Southwestern Ontario• Installation of network cards, switches, routers, DOCSIS modems and short / long distance 802.11b wireless networking• Configuration of Win9x, Win2k & WinXp workstations as well as WinNt 4.0 and Win2k Servers

As needed contract tech support• On-site installation and technical support for network equipment from several vendors• Managed routers, switches & firewalls. Installed and configured workstations and servers• Website design and programming for internet & intranet websites• Designed communications solutions for SMB clients for voice (local, long distance & cellular) and data communications (Ethernet, FDDI, Token Ring and other legacy topographies)

Marked assignments, tests, etc. Dealing with student concerns and providing in lab examples and assistance.

• Part-time work• Installed Ethernet LAN’s within the department• Performed software / hardware upgrades for staff computers

Member of the 23rd Service Battalion in Hamilton, ON (Now known as the 31 Service Battalion and part of the 31st Brigade). I left the unit because of scheduling conflicts with my continuing education. I successfully completed QL2 and QL4 courses and received an honourable release.

Dcid - Designing Cisco Data Center Infrastructure V6.2

The course includes information on designing data centers with Cisco components and technologies. It covers network designs.

Ciers1 – Cisco Expert-Level Training For Ccie Routing And Switching V5.0

Configuration and Troubleshooting of: Dynamic Multipoint VPN (DMVPN) Layer 2 concepts including Switches, HDLC and PPP Open Shortest Path.

Computer Programming Diploma Program

Activities and Societies: SAC volunteer Programming languages learned: VB, C/C++, Visual C++, Cobol, HTML, ASP, PHP, Java (script.

Computer Information Systems - Telecommunications - Diploma Program *

Activities and Societies: SAC volunteer Telecommunications classes involving the following technologies: TCPIP, ISDN, Tcarriers, ATM.

Computer Programmer Certificate - With Honours

• C/C++ programming to ANSI standard using Borland and Microsoft compilers • Dynamic HTML pages generated using cgi scripting • Accessing.