Fenelon Falls, Ontario, Canada
Professional, articulate Service Assurance Business Analyst (SABA) with over 20 years of experience in telecommunications. A skilled and accomplished professional able to build relationships amongst teams with ability to understand, modify approaches as required for different audiences. Strengths include manage & balance multiple projects simultaneously, decisive, proven track record of meeting tight deadlines, relationship management, team management. Excellent collaborative skills with the ability to adapt quickly to ongoing change. Key Skills: • Adept in the use of both Waterfall and Agile environments. • Experience in Jira, Maximo, and excellent Microsoft Visio, Excel, Word, and PowerPoint. • Demonstrated leadership abilities over a 15 year timeline with multiple teams under many large business units. • Recognize opportunities of improvement, influence stakeholders, take appropriate action to effect change. • Adapt, change approach as needed for different regional audiences and/or skill, support levels. • Recommended for individual and group project awards in support of multiple Federal government, Govt. Of Ontario, banking, Quebec school board projects • Change management: continuously engaged in change management review of upcoming changes that would impact service desk and customers, process plans, backout plans. provide review to senior managers, provide signoff • Proven positive results while managing various service desks over 15 years. • Continually met or exceeded KPI’s: call answer ≤30 seconds, Ticket management Average Handling Time ≤15 min., Net Promoter Scale ≤80%, Change Management-complete service changes on time ≤80%
Business Analyst (Service Assurance), 2015 – 2021 Manage multiple projects simultaneously while maintaining accurate documents, Produced accurate, workable documentation, clean testing, and transition of projects for service desk readiness on dates of project launches. • Represented regional Service Desks (Ontario, Quebec, Bell Atlantic, Bell West) • Have High Standards, fact driven, articulate when creating, onboarding working documents. • Onboard of workflow processes, system improvements, productivity enhancement tools, new product introductions. Ensure transition of responsibilities prior to launch date with multiple teams engaged. • Arrange Subject Matter Expert (SME) training for Service Desks, level 2 support. • Partnered with teams to ensure new processes or enhancement of a process met the needs of new client contracts or renewed contracts. • Oversaw solutions for complex projects impacting Service Desk operations. • Analyze design, identified potential impacts, result in less rework, time saved, and cost savings to the project. • Operational impacts assessed with Product team, resolve any service desk design / delivery issues. • Engaged multiple teams to ensure Service Desk needs identified and corrected. • Identify service impacting contract requirements at the beginning of a new project. • Change requests (CRs) resulted in substantial project and business unit cost savings. • Plan, coordinate, execute Operational Readiness Tests (ORT). Documented problems, defects and impacts. Engaged in resolutions to ensure successful product launch. • Authored project documents, bulletins, and training on very short project timelines, enabling the service desk to use documents when creating or managing service incidents. • Recommended for individual and group project awards in support of multiple federal government ministries, banks, Ontario Ministries, and Quebec school board projects. Projects delivered on or ahead of time.
Staff manager ensured 24/7 daily operations are run efficiently. Scheduling, reduced overtime costs, individual employee metrics, conduct job performance reviews. Managed employee training needs, presence at work, medical, injury, time reporting, and general employee concerns. • Managed front line technical service desks supporting Broadband, DSL, IPVPN, ATM, Desktop, BTC, WAN/LAN, CLOUD and Legacy services (MEGALINK, PBX, ISDN, VOICE) • Managed multiple Helpdesks (HD) and Service Desks L1 / L2 (SD) within different business units at Bell (IBM, TDB, RBC, CGI, Interac, Manulife, Ontario Govt, Broadband test center). • Change Management Process Co-ordinator for service desks I managed. Review, questioned changes being implemented, verified dates, times, backout plans, who is doing the actual changes, document changes and supporting information for my teams understanding, provide next level management updates and provide approvals. • Follow up on employee union grievances and adhered to corrective action and documentation policies outlined by corporate Human Resource and union guidelines when dealing with employee issues, resulting in better performance, suspensions, or termination. • Ensure employees understood and complied with performance standards, corporate health & safety policies. • Manage call statistics on a regular basis to meet the service delivery, quality of service metrics. • Analyze, validate impact of new systems, products, process changes to the Service desk. • Ensured continuous improvement of professional and technical skills in the HD and SD. • Support growth of employees to move into more technical positions. • Ensured open incidents tracked, documented, Service Level Agreements and Service Level Objectives are met. • Escalation of incidents to downstream partners. • Engaged in post mortem incident reporting. Conducted lessons learned sessions with partners and SD. • Update knowledge database, review it with team.