Ryan Doiron Email & Phone Number

Canada

Bloomfield, Ontario, Canada

Bloomfield, Ontario, Canada

Wellington, Ontario, Canada

Ottawa, Canada Area

Responsible for the transportation of elderly clients to and from various planned events and medical appointments as well as deliveries for Meal’s on Wheels.

Ottawa, Canada Area

Managed a team of 5 students for the final semester group project with the goal to develop a mobile and web corporate travel expense app for an Ottawa based client. Led the team through all aspects of the project as well as contributing work in all areas. Key Accomplishments:• Recognized for excellence and awarded 3rd place winning project at Applied Research Day in competition with 93 other projects• Delivered on time and with all required features agreed upon by client

Ottawa, Canada Area

As a Program Assistant to the Level 1 students of the Mobile Application Design & Development program, assisted students with various programming related questions and assignments as well as monitored lab equipment during open-lab hours.Key Accomplishment:• Excelled at mentoring students and awarded a second term in the position

Ottawa, Canada Area

Managed a team of 10 individuals that served as the single-point-of-contact into the technology division. Key responsibilities included staffing and quarterly performance evaluations, coaching and mentoring, representing the Service Desk in the Change and Project Management processes, devising strategies to increase performance and effectiveness of the team.Key Accomplishments:• Increased first contact resolution from 30% to +75% over 3-year period• Collaborated with IT and HR teams to improve employee onboarding experience • Successfully implemented a Knowledge Base complete with review processes• Established cross-functional team training to assist in incident resolution

Ottawa, Canada Area

Served in a dual-role capacity between the Service Desk and Functional Support Teams. 25% of time dedicated to Service Desk in a senior role providing mentorship to junior team members as well as documentation and process improvements. 75% of time dedicated to the Functional Support Team in an analyst role with responsibilities to troubleshoot incidents through to problem and defect management.Key Accomplishments:• Consolidated and expanded account management documentation into a comprehensive package (+1000 pages)• Continued to maintain high level performance while performing in both roles• Created an incident response process to effectively address critical priority incidents

Ottawa, Canada Area

Operated in an incident and service request management capacity for the Service Desk team. Resolved incidents throughout their lifecycle, completing service requests pertaining to user access to various systems from Active Directory, Exchange, file systems, UNIX, databases, and proprietary systems.Key Accomplishments:• Consistently achieved lowest call handle time and highest ticket closures in team history• Assisted in development and implementation of a modern IT Service Management Tool• Developed and trained all IT staff in ITIL Best Practices

Ottawa, Canada Area

As part of the Computer Operations Team, served in a 24/7 support role with responsibilities to manage UNIX system performance, scheduling of various processes jobs and ensuring system availability during business hours. Production and delivery of various financial reports to multiple departments as well as the processing, production and delivery of client financial statements.Key Accomplishments:• Maintained a zero percent error rate when processing system jobs• Revised and expanded all procedural documentation• Relied on to train all new computer operator staff