Scott Thompson Email & Phone Number

• Leading the customer support department with a team lead and 7+ direct reports across Tier 1 and Tier 2 support teams, with highly technical skill sets, in remote and hybrid roles. • Responsible for hiring, coaching, mentoring, building, and day to day activities for tier 1 and tier 2 support teams.• Rebuilt tier 1 and tier 2 team structures to meet rapidly changing priorities and improve the level of impact of daily work.• Working in tandem with the implementation and customer success teams to maximize customer satisfaction.• Introduced and established a department wide monthly 1 on 1 template with a quarterly career planning meeting with all direct reports.• Organized multiple social activities and groups to encourage cross team interactions outside of work responsibilities.• Developed, published and maintained guides, policies and procedures for customer support activities and best practices to enable growth and consistency amongst the team.• Invested in team culture, building a safe environment for open two way feedback and continuous growth and development of team members.

• Managing a Team of ~20. Team leads and Managers reporting into me, each with 4-6 individual contributors reporting into them.• Coordinating team meetings regarding team updates, team goals, recognition of accomplishments, and work schedules.• Responsible for recruitment and onboarding of new support hires.• Setting goals and priorities of the support staff including personal objectives, deliverables, and KPIs.• Managing performance, mentoring, and coaching of Team Leads and individual contributors.• Providing input on merit and bonus distributions and facilitating conversations to communicate them to team members. • Developing and reviewing reports to identify opportunities to improve team efficiencies.• Managing work schedules including team vacation, holiday coverage, and after-hours support.• Identify common issues and questions to create knowledge articles for internal resources and customers.• Monitoring existing support tickets and incoming items to proactively identify potential escalations.• Interfacing with the Intelex Product and Research & Development teams to ensure software defects are resolved in a timely manner, and issue backlogs are maintained in a stable state.• Working closely with various departments to ensure issue resolution and excellent customer service for clients (CSM, Product, R&D and Sales).• ServiceNow Administrator for CSM application and overall system.• Responsible for managing, testing and implementing ServiceNow configuration changes and patches. Extras:• Took over and grew one of the Intelex social clubs from 5 active members to 100+ and turning it into the most active and engaged social club at Intelex.• Organize and run a team charity event (Extra Life) raising over $75,000 for Children's Hospitals over the last 4 years.

• Managing a team of 4-6 individual contributors.• Responsible for people management activities including recruitment, onboarding, settingexpectations, performance management, coaching, and mentoring.• Taking ownership of key metrics and processes within the team to ensure they are aligned with team-wide and corporate-level goals and objectives.• Managing a fast-paced queue of support inquiries and requests.• Assesses support inquiries to identify whether issues are system or user related.• Ensured client requests are acknowledged and resolved within service level agreement times.• Worked closely with various departments to ensure solution resolution and excellent customer service for clients.• Acquired, maintained, and applies detailed knowledge of Intelex’s product and applications.• Identified and documented opportunities for improvement based on client suggestions.

Toronto

A member of the support team providing level 1 and level 2 hardware and software support, including in house and remote worker phone and desk-side assistance for Canada wide offices.Provide project management assistance analysing and coordinating projects for the team, providing experience supporting PMP certification

Toronto

Summer employment, Technical Services & Telecommunications Department

Toronto

Summer employment

Certified Associate Of Project Management (Capm), Project Management

Bachelor Of Commerce (B.Com.), Information Technology Management