Sébastien Gagnon Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, Canada Area

Burnaby

Saanichton, British Columbia

Project Coordinator, Onyx HD: 2015 - 2016The objective was to market a business and residential surveillance camera solution. Wasappointed Project Coordinator and given 6 months to save the project. Responsibilities included:● Re-organizing project priorities, establishing basic project methodologies;● Re-evaluating and correcting Project Scope;● Holding weekly meetings and rigorous timelines;● Handling Communications, Project Scheduling, and Procurement;● Building and running equipment test plans, writing bilingual manuals.Although it was already over budget and late, the project was successfully completed andhanded off to operations within 6 months.Technical Support Analyst: 2013 - 2016● Answering support inbound calls and emails relate to day to day issues;● Identifying call drivers and proactively research solutions for them;● Serving as intermediary between the organization and our French speaking clients.

Montreal, Quebec

Project Coordinator: Social Media Project: 2013The objective was to update reporters and remote correspondents’ broadcasting equipment toaccess to the station’s social media platforms. Responsibilities included:● Collecting Requirements and creating project documentation;● Researching, Reviewing, Testing, and Procuring equipment;● Creating technical documentation, leading training sessions;● Creating new special support processes and training technical support agents.The project was successfully completed. The training material and sessions were better thanexpected so support service levels were barely affected.Project Coordinator, Teleworking Project: 2012The objective was to increase rental revenues by creating an infrastructure for employees towork from home and reduce office space. Initiated this project as its Coordinator.Responsibilities included:● Collecting Project Requirements, drafting the Project Summary;● Handling the Project Scope, Communication, Quality Assurance, and Scheduling plans;● Researching, Reviewing, Testing, and Procuring equipment;● Assisting in creating new evaluation criteria, processes, and procedures;● Initiating and executing a pilot period with 5 employees.The project was packaged with a working prototype of a typical remote employee equipmentsuite and handed off to the Labour Union.Senior Technical Support Analyst: 2009 - 2013● Answering support inbound calls and emails relate to day to day issues;● Identifying call drivers and proactively research solutions for them;● Assigning workload between other technicians, training new hires.

Studio DirectorThe objective was to create content for the video platform, increase our exposure, showcaseour products, and fully utilize our corporate space. Responsibilities included:● Planning, designing and opening “Onvii Studio-Loft Montreal”;● Researching, Reviewing, Testing, and Procuring equipment;● Managing studio space rental, artists and crew schedules;● Directing over 200 live webcasts, leading production meetings, and handling socialmedia accounts (Facebook, Twitter, and .tv domains)The project was successful and I took over operations upon completion. The studio ran 4 yearswith famous artists gracing our floor every week.Co-FounderThe objective was to put together a bootstrapped technology startup for the creation of an onlinebroadcasting web platform. As co-founder my responsibilities included:● Preparing the business, operation, and incorporation plans;● Managing workload schedules, operation budgets and petty cash;● Managing online communities and running marketing campaigns.The startup grew to add a studio, 12 .tv domains, 2 weekly shows and multiple live music, livepainting, political platforms, and standup shows.

Member of the Real-Time Operation team: 2008● Overseeing call centre activities for over 1200 agents;● Supervising adherence to schedules, service levels, and call routing;● First contact for malfunctions, outages, or emergencies.Technical Support Analyst: 2006 - 2008● Answering support inbound calls and emails relate to day to day issues;● Configuring aDSL modems and routers, troubleshoot computer / browser issues;● Identifying call drivers and proactively research solutions for them.

Applied Project Management, Project Management

Certified Associate In Project Management, Project Management

Arts Et Lettres: Cinéma Et Communication