Tom Majewski Email & Phone Number

Toronto, On, Ca

If you received a resume from me, please note that it expands on what is listed on LinkedIn. Do not rely on just viewing my profile, thank you. Responsible for overseeing a dynamic team of support professionals, ensuring the delivery of top-tier customer service and fostering an environment of continuous improvement. My focus is on providing strategic leadership, coaching, and mentorship to the team while developing innovative solutions to enhance the overall customer experience in collaboration with the engineering team and other stakeholders.In this role, I manage day-to-day operations, monitor key performance indicators (KPIs), and drive initiatives to improve efficiency, response times, and customer satisfaction. I work cross-functionally with other departments to address challenges, implement feedback loops, and proactively resolve issues.With a customer-first approach, I lead by example, promoting collaboration and accountability within the team. By creating an engaging and supportive environment, I empower team members to achieve their full potential and deliver consistent, high-quality support to meet and exceed client expectations.This role had a focus on all things Billing related whereas After Hours touched upon all fields (technical support primarily) for staff who worked outside for core business hours.

Ontario, Canada

I provided expert technical support to users, ensuring a seamless experience across macOS and iOS platforms. My primary responsibilities included troubleshooting complex technical issues, guiding users through product installations, configurations, and security best practices, and offering personalized assistance to enhance their use of 1Password’s password management solutions.I worked closely with the development and customer success teams to relay user feedback, identify and resolve product bugs, and contribute to knowledge base articles and support documentation. Through clear and effective communication, I ensured customer satisfaction, empowering users to securely manage their digital lives across Apple devices.

Waterloo, Ontario, Canada

Ensured smooth transitions during organizational changes by being involved in the discussion and implementation of change management strategies. I worked closely with stakeholders across various departments/teams during weekly CAB meetings as well as Web Hosting meetings to assess the impact of off hour change initiatives and create communication/plans that drive adoption and minimize resistance.This role involved analyzing business processes, identifying potential risks, and providing recommendations to enhance efficiency and productivity so that change windows could be done with success (or that changes could be backed out if not with minimal impact to stakeholders). Additionally, I tracked and reported on the success of change initiatives, ensuring alignment with business objectives while supporting employees through each phase of the change process. Strong analytical, communication, and project management skills were key to thriving in this role.

Waterloo

Work as part of a team responsible for supporting highly available intranet/internet websites to ensure performance, availability and stability of the systems. Working closely with architecture, application, and support teams, I design and deploy middleware infrastructure, ensuring seamless integration for both internal and external Sun Life pages. Technologies such as WebLogic and WebSphere are central to managing high availability, disaster recovery, and optimizing data movement across the organization.In addition to my hands-on technical responsibilities, I contribute to process improvement by developing and refining standards, guidelines, and procedures for middleware products. I also lead proof-of-concept initiatives and projects, ensuring security best practices are implemented. Disaster Recovery exercises were done annually to ensure compliance.

Waterloo

I was a key member of a 24/7/365 team responsible for monitoring and responding to alerts across distributed server and storage environments. My role involved ensuring the uptime, performance, and stability of critical systems by proactively identifying and addressing issues in real-time. I provided expert support for job scheduling, managing batch routines, and troubleshooting failures to maintain smooth operational workflows.I collaborated closely with cross-functional teams to resolve incidents efficiently and escalated complex issues as needed, minimizing downtime and ensuring business continuity. My work contributed to maintaining optimal system performance and reliability in a mission-critical environment, reinforcing my ability to thrive under pressure while delivering results.

Computer Science

Marketing