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| Category: | Consultant | | Location: | Canada, | | Type: | freelancer | | Homepage: | | | Education: | Bachelor of Science in Computer Science – University of Windsor, Windsor, ON (1997)
Major: Software Development
Certification of Apprenticeship for Information Technology - Contact Centre – Technical Support Agent - Ministry of Training, Colleges and Universities, St. Clair College, June 2010
Leadership Training, Sutherland Global Services Centre of Learning
Financial Management Terminology
Leading vs. Managing
Stress Management
Resolving Conflicts
Managing Absenteeism and Attrition
Operational Management Terminology
Managing and Coaching Different Personality Types
Interviewing Skills
Six Sigma Yellow Belt Training
RIM BlackBerry Training, RIM Training Centre
4 weeks BlackBerry Internet Service and BlackBerry Enterprise Server training taken in order to train RIM BlackBerry Support Associates | | Experience: | Team Manager – Sutherland Global Services, Windsor, ON (October 2009 – Current)
Managing teams with a complement of 75+ Consultants, 3-4 Senior Consultants and 3-4 Intensive Care Specialists.
Coordinating with 3 other Managerial Teams to ensure overall team cohesiveness.
Managing distribution of production floor training material while providing feedback and and enhancing overall training production floor training delivery.
Back filling as Senior Consultant and or Support Specialist when required.
Maintaining 5 key KPI metrics set for targets of teams overall quality and performance.
Continuously providing motivational speeches and mentoring, while assessing individual abilities and enhancing consultant skill development in goal oriented environment.
Providing action plans to enhance team and individual performance.
Conducting interviews and hiring.
Providing corrective action as required.
Maintaining, tracking, updating and improving attendance.
Monitoring performance to provide guidelines for individual development plans.
Proper utilization of recognition and rewards to maintain and motivate performance.
Attending or scheduling of regular team meetings to maintain overall team structure and cohesiveness.
Conduct yearly performance reviews.
On-going personal development on new products and procedures.
Utilization of various computer software.
Regularly attending and supporting team related events.
Training Specialist/Training Manager – Sutherland Global Services, Windsor, ON (December 2007 – October 2009)
Providing training in process, tools, products, technology, and customer service techniques in both in class and e-learning environments.
Meeting required agent training scores of >=90%.
Ensuring new agents meet the set certification requirements and guidelines to be successful support agents.
Aiding in the maintenance of quality assurance for agents across several categories.
Acting liaison between client and 4 Training Departments across the globe.
In class and e-learning preparation, attendance handling, and trainee pay roll revisions.
Managing large in class groups of 15-25 people in the classroom and on the production floor.
Team Lead managing the training group to train 70+ trainees in an e-learning environment.
Provided ideas and innovation to improve productivity and overall results in a high multitask based e-learning training environment.
Provide motivational speaking, mentoring, assessing abilities and constantly contributing to skill development of new and previously support agents.
Providing one-on-one coaching to aid in the on-going agent development.
Ability to formulate tests, scenario based labs, and develop curriculum.
Providing extensive feedback for changes in training guidelines, procedures and course structure.
Attending regular sessions to attain and understand new process, tools, product and technological information.
Working with senior management and maintaining high interaction with cross-functional teams in order to maintain or exceed company and client goals.
On-going personal development on new products and procedures.
Detail-oriented and ability to manage progress for on time deliverables.
Continually adjusting to aggressively evolving duties and guidelines.
Training Specialist – Sutherland Global Services, Windsor, ON (July 2007 – December 2007)
Extensive knowledge of Hewlett Packard products across product lines.
Providing training in process, tools, products, technology, and customer service techniques.
Class preparation, attendance handling, and trainee pay roll revisions.
Managing large groups of 20 – 30 people.
Upholding and enforcing company policies, procedures and rules as announced by company.
Providing motivational speaking, advice, employee assessment and skill development.
Ability to formulate tests, labs, and quizzes to develop process and technical skills.
Providing feedback for changes in training guidelines, procedures and course structure.
Developing course curriculum and training labs.
Attending regular conference calls to attain new process, tools, product and technology information.
Supporting and adapting to aggressive growth.
Working with senior management and interaction with cross-functional teams.
Cooperating with other work groups to achieve objectives.
On-going personal development on new products and procedures.
Detail-oriented and ability to manage progress for on time deliverables.
Providing extended support beyond the classroom to all new trainees to aid in personal growth for current and future endeavors.
Adjusting to aggressively expanding duties.
Technical Support Analyst – Outbound Agent – Sutherland Global Services, Windsor, ON (June 2007 – July 2007)
Extensive knowledge of Hewlett Packard All-in-One Multifunction products
Providing extended support to floor supervisors
Analysis of previous technical support information in order to provide solid resolutions
Determining and recommending appropriate solutions
Utilization of multiple trouble-shooting tools and resources
Strict attention to procedures and protocols
Clear and concise documentation of trouble-shooting procedure
Critical thinking
Providing advice and training to customers as well as inbound technical agents
Clear communication skills both verbal and written
Translation of technical jargon
Technical Support Analyst – Sutherland Global Services, Windsor, ON (December 2006 – June 2007)
Extensive knowledge of Hewlett Packard All-in-One Multifunction products
Analysis of hardware/software malfunctions
Determining and recommending appropriate solutions
Utilization of multiple trouble shooting tools and resource
Strict attention to procedures and protocols
Clear and concise documentation of trouble shooting procedure
Critical thinking
Providing advice and training to customers
Clear communication skills
Translation of technical jargon
Probing for possible sales opportunities
Cutco Sales Agent – Vector Marketing Group, Windsor, ON (2006)
Extensive knowledge of kitchen cutlery
Development of time management skills
Private sales presentations
Development of sales techniques
Collecting leads for future sales opportunities
Software Developer – Digital Immersion Software Corporation, Sudbury, ON (1998-2006)
File translator project leader
Animation project leader
GUI Development
API/SDK and Toolkit integration
Merge modules development
Creation of dynamic link libraries
Icon creation
Splash screen design
Beta testing of software modules
Maintaining and updating created modules
Providing technical support
Traveling for software presentations
Successful completion of Presenter3D’s animation module and GUI animation editor
Successful creation of Digital Immersion’s universal file translator Digix
Creation of Tiff Amplifier software: program designed to manipulate digital images of real world materials
Successful creation of Merlin3D’s 3D data format
Creation of Digital Immersion’s easily expandable native PDI 3D file format
Creation of file translators for Digital Immersion’s Merlin3D
Successfully adding Viewpoint Experience Technology support to native 3D software
Successful creation of a data pipeline between AutoDesk Inventor 9 and Presenter3D
Successfully bringing my graphic design abilities to Digital Immersion Software
Graphic Designer – Self Contracted, Windsor, ON (2002-2004)
Digital Image editing and retouching
Unique web site design
Flash animations
Artwork
Website development consultation
Poster and flyer design
Ticket design
Business card creation
Letterhead and logo design
Videographer/Video Editor – Harrison Photography.ca, Windsor, ON (Summer 2003)
Video camera work
Coordinating with photographer
Video editing and production
VHS creation
DVD authoring
DVD Cover Design
Junior Software Developer – Solar Technologies Incorporated, Sudbury, ON (1997-1998)
Software unit testing
Debugging code
Procedural function design
Creation of file translators
Software installation setup
Technical support
Small scale GUI design
Creation of 3D Studio 3DS file translator
Creation of Caligari Truespace file translator
Creation of Alias Wavefront file translator
Creation of ProEngineer file translator
Creation of Stereo Lithography STL translator
Creation of AutoCAD DXF translator
Creation of VRML translator.
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