Brian Sorensen Email & Phone Number

Burlington, On, Ca

Burlington, On, Ca

Toronto, Canada Area

• Managed day to day operations of IT call centre• Adept at budget and project management to achieve the goals of the organization• Experienced in hiring, coaching and mentoring staff to ensure they are able to fulfil the responsibilities of their roles• Effectively managed performance and disciplinary issues• Prepared quarterly performance reviews; experienced in handling confidential paperwork• Discussed and set KPI and Management By Objective goals with staff• Thrive in fast-paced and stressful situations/environments• Strong customer service focus with proven ability to resolve customer complaints and issuesInternal Support & Data Operations Supervisor• Manage a team of 8 agents: scheduling, vacation tracking, performance management and review• Ticket management and assignment, documentation, training and development• Responsible for all IT assets used by Corporate and Manufacturing• Software tracking and packing in SCCM 2012 R2 Client• All provisioning and deprovisioning of employees• Supervise Internal Support team for second level support of Help Desk; facilitate between level 1, level 3 and clients• Supervise Data Operations to monitor and resolve issues with key components of corporate network and infrastructure