Robin Macneil Email & Phone Number

Halifax, Canada Area

Halifax, Canada Area

Halifax, Canada Area

- Implement and monitor Managed Service product for hosted customer environment- Administer databases for hosted customer environments, and provide guidance to all customers for their own environments- Provide technical support to customers by phone, email, and remote support session- Work with Software Development team to identify and resolve issues - Contribute to customer knowledge base, as well as internal/product documentation - Work with Product… Show more - Implement and monitor Managed Service product for hosted customer environment- Administer databases for hosted customer environments, and provide guidance to all customers for their own environments- Provide technical support to customers by phone, email, and remote support session- Work with Software Development team to identify and resolve issues - Contribute to customer knowledge base, as well as internal/product documentation - Work with Product, QA, and Sales teams to support ongoing business Show less

Provide a high level of effective and efficient technical support to the largest Enterprise and Government customers. Emphasis on deployment and troubleshooting of MDM solutions BlackBerry Enterprise Service 10 (for BlackBerry10, iOS, and Android devices), BlackBerry Enterprise Server 5.0, and BlackBerry Business Cloud Services for Microsoft Office 365.

• Provide effective and efficient technical support for individual and corporate users of the BlackBerry solution. Take ownership of cases that require technical escalation beyond the scope of the primary associates or that are requested by management due to high visibility.• Provided technical mentoring, coaching and training to newly trained Server and Desktop associates in our ICU (Intensive Coaching Unit) in a structured three-week program. Includes presentation of training material… Show more • Provide effective and efficient technical support for individual and corporate users of the BlackBerry solution. Take ownership of cases that require technical escalation beyond the scope of the primary associates or that are requested by management due to high visibility.• Provided technical mentoring, coaching and training to newly trained Server and Desktop associates in our ICU (Intensive Coaching Unit) in a structured three-week program. Includes presentation of training material and providing support during trainees’ initial customer interactions • Perform technical quality auditing on individual associates, providing coaching, mentoring, and feedback• Deliver a five day training course on BlackBerry Enterprise Server version 5.0 for existing associates• Utilize problem-solving, technical, and communication skill sets in concert to deliver quality customer service.• Interact in a team environment with colleagues, as well as with members of partner teams and departments • Hold BlackBerry certifications:• BlackBerry Certified Solution Designer• BlackBerry Certified System Administrator• BlackBerry Certified System Administrator (v5.0)• BlackBerry Certified Server Support Specialist• BlackBerry Certified Server Support Specialist (v5.0)• BlackBerry Certified Support Specialist• BlackBerry Certified Support Specialist (v5.0) Show less

• Manage a high performing team of 10-20 Technical Support Specialists on a daily basis• Monitor call centre queue volumes on an hourly basis to ensure 100% customer service quality for our clients• Actively participate in decision-making and taking on additional projects/ initiatives to ensure the overall success of the BTS operation• Work collaboratively with colleagues across multiple lines of business to maximize knowledge transfer, optimize escalation protocols and continuously… Show more • Manage a high performing team of 10-20 Technical Support Specialists on a daily basis• Monitor call centre queue volumes on an hourly basis to ensure 100% customer service quality for our clients• Actively participate in decision-making and taking on additional projects/ initiatives to ensure the overall success of the BTS operation• Work collaboratively with colleagues across multiple lines of business to maximize knowledge transfer, optimize escalation protocols and continuously refine processes in the best interest of our customers• Train and coach team members on a regular basis to improve customer support skills and increase the technical skilling and development of the team• Conduct Employee Performance reviews on a semi-annual basis. Show less

• Provide effective and efficient technical support for individual and corporate users of the BlackBerry solution. Take ownership of cases that require technical escalation beyond the scope of the primary associates or that are requested by management due to high visibility.• Provided technical mentoring, coaching and training to newly trained Server and Desktop associates in our ICU (Intensive Coaching Unit) in a structured three-week program. Includes presentation of training material… Show more • Provide effective and efficient technical support for individual and corporate users of the BlackBerry solution. Take ownership of cases that require technical escalation beyond the scope of the primary associates or that are requested by management due to high visibility.• Provided technical mentoring, coaching and training to newly trained Server and Desktop associates in our ICU (Intensive Coaching Unit) in a structured three-week program. Includes presentation of training material and providing support during trainees’ initial customer interactions • Perform technical quality auditing on individual associates, providing coaching, mentoring, and feedback• Deliver a five day training course on BlackBerry Enterprise Server version 5.0 for existing associates• Utilize problem-solving, technical, and communication skill sets in concert to deliver quality customer service.• Interact in a team environment with colleagues, as well as with members of partner teams and departments • Hold BlackBerry certifications:• BlackBerry Certified Solution Designer• BlackBerry Certified System Administrator• BlackBerry Certified System Administrator (v5.0)• BlackBerry Certified Server Support Specialist• BlackBerry Certified Server Support Specialist (v5.0)• BlackBerry Certified Support Specialist• BlackBerry Certified Support Specialist (v5.0) Show less

• Provide effective and efficient technical support for individual and corporate users of the BlackBerry solution. • Utilize problem-solving, technical, and communication skill sets in concert to deliver quality customer service.• Interact in a team environment with colleagues, as well as with members of partner teams and departments

• Provide effective and efficient technical support for individual and corporate users of the BlackBerry solution with a focus on the BlackBerry handhelds and associated Desktop Software product.• Utilize problem-solving, technical, and communication skill sets in concert to deliver quality customer service.• Interact in a team environment with colleagues, as well as with members of partner teams and departments

• Manage the daily activities of the Applications Support team. Provide support and direction as required.• Provide performance feedback for Applications Support team members in formal performance review meetings, as well as informal ad hoc discussions.• Plan special projects for team members and oversee their implementation, providing support or direction as required• Maintain after hours support schedules, vacation schedules, and various other administrative issues for the… Show more • Manage the daily activities of the Applications Support team. Provide support and direction as required.• Provide performance feedback for Applications Support team members in formal performance review meetings, as well as informal ad hoc discussions.• Plan special projects for team members and oversee their implementation, providing support or direction as required• Maintain after hours support schedules, vacation schedules, and various other administrative issues for the Applications Support team.• Deliver a weekly Support presentation by conference call to North American business partners to brief them on any critical support issues for our customers• Provide weekly and monthly reports to the CEO for delivery to senior management, marketing partners, and investors• Deliver technical issue resolution for existing customers, including after hours support for critical issues• Participate in the defect management process with developers and QA analysts to ensure timely issue resolution for customers• Provided hardware, software, and network support internally for all employees Show less

• Manage the daily activities of the Desktop Services team. Provide support, direction and management as required.• Track team member performance. Produce annual performance appraisals for team members and deliver them in formal appraisal meetings. Provide ongoing informal feedback on an ad hoc basis.• Provide technical training and coaching to team members, as well as coaching for ‘soft skills’ and interpersonal interactions.• Act as the Desktop Services representative to senior… Show more • Manage the daily activities of the Desktop Services team. Provide support, direction and management as required.• Track team member performance. Produce annual performance appraisals for team members and deliver them in formal appraisal meetings. Provide ongoing informal feedback on an ad hoc basis.• Provide technical training and coaching to team members, as well as coaching for ‘soft skills’ and interpersonal interactions.• Act as the Desktop Services representative to senior management and department heads. • Produce memoranda for the entire company on matters pertaining to Support operations and internal Infrastructure• Produce and deliver training to the organization on internal technical issues• Ensure efficient delivery of technical support to individual users and projects at Keane Canada’s Halifax operation.• Provide second level support for Technical Support team members on challenging issues• Develop and maintain processes to improve service delivery.• Provide Novell network administration (commencing July 2002). Show less

• Provide technical support to employees of Keane Canada in Halifax, including hardware support, software support, training, and problem solving.• Support internal Infrastructure• Research and troubleshooting related to outstanding technical problems.

• Primary point of contact for all technical support requests from Keane Canada employees.• Organize technical support database and assignment of tickets to Tech Support Representatives.

Bachelor Of Business Administration (Bba)

Education record