John Surette Email & Phone Number

Irvington, New York, United States

Overseeing a team of editorial content managers; Including schedule and assignment managment, deadline and delivery monitoring, and ensuring that all content produced is consistent with the pre-defined editorial strategy and guidelines. Additionally, reviewing and improving on current workflows to increase productivity and maintain quality standards.

Irvington, New York, United States

Create, Run, and Report on Quality Control Processes and Regression Testing.Create and Update Technical Documents for Customer use and viewing. Update, Create and Maintain Process Documentation and Training Material.

Yarmouth, Nova Scotia

• Responsible for supporting corporate clients throughout the world as well as being a Subject Matter Expert for staff.
• Provided dedicated 24/7 on call support for critical and high profile clients such as Visa and Microsoft as well as internal staff.
• Support sales reps in opening new accounts and providing clients with new services.
• Quickly and effectively solve customer challenges during time sensitive situations.
• Responsible for Critical Incident Reports. Determining Root Cause of any outage or failure, documenting and providing the information to management and clients, and then providing upgraded process improvements to staff.
• Worked with development team to provide new and upgraded GUI tools to staff, Quality Assurance Testing, and provided critical feedback during creation process.

Yarmouth, Nova Scotia

• Provided daytime and after-hours support for clients and staff.
• Point of Contact for external services such as email providers and registry specific domain names such as.ws, and handled all service questions by staff as a Subject Matter Expert.
• Facilitated communication between clients, rank-and-file employees and management.
• Handled escalated calls from front line staff in a technical and supervisory role.
• Provided feedback to management about training material with front line staff and points of concern.

Yarmouth, Nova Scotia

• Directly supported individual clients with a wide array of technical and billing issues including websites, zone files, and email services.
• Processed additional purchases for customers or provided insight on ways to enhance current services.
• Communicated with customers in a manner that kept them calm while providing them with a quick and easy-to-understand resolution to their problem.

Business Information & Technology

High School

Activities and Societies: All Saints Program - Student Policing of Town during Halloween. Look out for trick or treaters, and work with.