Robert Ryan Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Ottawa, Canada Area

Clients Supported: House of Commons, Library of Parliament, Parliamentary Translation, Parliamentary Protective Services, Office of the Conflict of Interest and Ethics Commissioner of Canada- Troubleshooting and support of Microsoft Windows 7/8.1/10 issues.- Troubleshooting and support of Microsoft Office Suite 2010/2016.- Supporting and resolving Windows based personal computer hardware, software and peripheral problems in an enterprise networked environment.- Activation, support, and troubleshooting of mobile devices, including Blackberry 10, Apple iPhone, and Apple iPad.- Troubleshooting and ticketing of network connectivity issues, including Local Area Network (LAN), Wi-Fi, and Virtual Private Network (VPN) connections.- Resolving issues within government-supported software systems.- Provide end user coaching with regards to department policy surrounding hardware and software requests.- Perform Java troubleshooting and re-installation, as well as full Internet Explorer troubleshooting to resolve issues with web based systems and applications.- Password reset and account unlocks.- Assisting end users in the navigation of web based compensation web applications.Supported environments: Windows 7, Windows 8.1, Windows 10, Microsoft Outlook, Microsoft Office 2010, Microsoft Office 2016, Blackberry 10, Blackberry Enterprise Server, Active Directory, Xenmobile, RSA SecurID, Microsoft Remote Desktop, Traverse, assystweb, Skype for Business, Apple iOS, Citrix Receiver, Citrix Secure Hub

Ottawa, Canada Area

Ministries supported: Shared Services Canada, Public Service and Procurement Canada, Infrastructure Canada, Canadian School of Public ServiceProvide level 1 end user support for all core and embedded employees within supported Government of Canada ministries, as well as direct support for offices of Director Generals:- Password reset and account unlocks.- Blackberry email account activation.- Assisting account managers with the setup of generic group email boxes- Troubleshooting and ticketing of network connectivity issues.- Resolving issues within government-supported software systems.- Assisting end users with the installation of network printers and peripherals.- Supporting end users in the registration and transition to the @canada.ca Email Transformation Initiative.Provide end user coaching with regards to department policy surrounding hardware and software requests, interfacing directly with the offices of Client Liaisons and Client Authorities to ensure seamless processing.Provide direct follow up for all escalated issues, and ensure that all tickets are resolved to the satisfaction of the end user.Tasked with setting up and maintaining hardware systems for in-department agents and management, including workstation imaging, software setup, and physical installation of workstations.Responsible for regular backups of department knowledge base, as well as routine updates of Disaster Recovery workstations.Recognized as top performer for the OSSD for the month of February, 2016, April 2016.Supported environments: Windows 7, Windows 8.1, Active Directory, Novell iManager , Microsoft Office, Blackberry 10, Confluence, Adobe Acrobat, HP Service Manager, SCCM, WebEx, IronKey, Entrust, Cisco Any Connect

Ottawa, Canada Area

• Coaching of Customer Service Representativs (CSRs) through one on ones and side by sides on a monthly basis to provide performance feedback and develop action plan to meet all performance targets.• Providing ongoing floor support daily to CSRs to assist with product and process knowledge and to identify issues. Ensures CSR awareness of service levels.• Reviewing of departmental and individual performance reports on a daily basis to identify trends and issues requiring action or investigation. Delivers measurable and sustainable results by contributing to continuous improvement initiatives. Contributes to the development and delivery of initiatives that contribute to improving the overall operating performance of the organization.• Performing quality listening on CSR calls daily to assess both customer experience and CSR performance, as well as to identify customer irritants and trends. • Represents Call Centre team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented.• Leads departmental initiatives as required, e.g. Outbound campaigns, recognition programs, issue tracking

Ottawa, Canada Area

- Responsible for training and integration of new customer service representative (CSRs) into department.- Planning and implementation of department sales initiatives.- Recording and maintenance of Interactive voice response (IVR) messaging across all company brands.- Provide inside sales support for major corporate clients. - Run daily reports to measure department performance against target service levels.- Provide ongoing on-call support to CSRs to help ensure first call resolution for all client interactions.- Resolving escalated cases as well as provide support via social media.- Manual completion of unprocessed orders.- Monthly Quality Assurance audits and performance reviews for all CSRs.

Ottawa, Canada Area

- Top achiever customer retention and sales. - Provide phone, email, and live chat support across all company brands.- Tasked with handling up to 4 simultaneous clients in Live Chat, in dealing with various technical, billing, and other account related issues across all company brands.- Provide back-up receptionist duties.- Promoted to Supervisor of Customer Service due to excellent performance record in April 2013

Montreal, Canada Area

- Cold calling and sales of commercial warehousing, cross docking, and container services.- Preparation of all shipping/receiving manifests, inventory control, and budgeting/invoicing. - Processing and tracking of all inquiries on client accounts.- Clients included BTG America, JOH Clouth, DBLG Import Inc.

Montreal, Canada Area

- Responsible for assigning tasks to department employees and to assure that production deadlines are met to the highest degree of quality control.- Marketing and development of internal promotions.- Assumed all managerial roles in the absence of department manager, including payroll, scheduling, ordering, inventory control, shipping/receiving, and customer relations.