Ryan Clark Email & Phone Number

Toronto, On, Ca

● Returned to position with Mitel on the MiCC-B support team● Became familiar with troubleshooting MiCC on the MiConnect Platform● Maintained Hyper-V lab environment● Implemented best practices for Windows Servers● Knowledgeable of Outlook 365 products with focus on Mitel integrations● Basic knowledge of Active Directory and LAN networking● Basic understanding of SQL and SQL scripting● Responsible for the training and onboarding of new sta● Handled technical escalations● Responsible for managing team schedule and keeping an eye on tickets to prevent escalations before they happen

● Continued to delivered technical training on the MiContact Centre Solution in person and through remote, leader led training on both MiVB and MiConnect Platforms● Learned and began training MiVB Core training● Taught Scansource trainers the MiCC end-user classes to enable faster development● Developed Instructor documents for the MiCC end-user classes.● Designed and maintained a MiCC Sandbox, an internal environment for internal use to allow Scansource trainers hands on time with a more advanced MiCC deployment.● Worked with colleagues to better understand how the Mitel solution suite fully integrates to better meet customer’s needs when training them on their solutions● Began development of various workshop ideas for end user and technical training to cover more advanced MiCC functionality that is not covered as part of standard MiCC classes.● Worked with colleagues to improve the booking and delivery of classes, ensuring smooth delivery and accountability for all parties involved.

● Delivered technical training on the MiContact Centre Solution in person and through remote, leader led training● Spearheaded project to review technical service tickets to determine how to modify training to better meet vendor needs● Developed a new Technical Certification Program for MiCC based on the technical service tickets review project● Developed a new set End User Training courses that focused on modularity to better meet trainees specific needs● Advocated for creation of video training database● Maintained MiCC Training lab environment

● Technical specialist for MiCC Workforce Scheduling issues.● Excelled at IVR implementation.● Advanced MiCC reports troubleshooting.● Understands contact centre deployment and provisioning best practices.● Managed high touch and hot sites from point of crisis to stability. Supported and coached first level agents.● Helped develop an early draft of the onboarding process for new hires.● Continued mentoring of team to improve agent abilities● Worked with HR to implement safeguards for sta with regards to harassment went vendors called in● Helped bring to light areas of product improvement related to accessibility

● Maintained, designed and redeveloped fixed wireless network in Lanark County.● Managed field team schedule ensuring roll out of new installations and field issues.● Supervised contact centre sta● Developed onboarding procedure and trained new contact centre sta’.

Business Administration

Computer Science & Political Science