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* Log and manage IT incidents and requests. * Identify and escalate wide-impact or potential wide-impact incidents. * Take ownership of client incidents and requests, following up on the status of tickets on behalf of the client and communicating progress in a timely manner to the Service Managers. * Report Service Desk request trends, ticket status, resolution, and other analytics. * Coordinate escalation with other departments

* Provide technical support to employees from Aon Canada * Document incidents in the REMEDY application and follow up with all help desk cases. * Support for a multitude of applications and softwares * Perform coordinator duties with other departements * Coaching for new employees, and acted as senior to my colleagues. * Assigned to solve client escalations when needed * Assigned special projects.

* Managed a team of 13 trainers. * Designed and developed a several training materials on different subjects ( customer relationship , coaching , call handling , managing diversity ) * Obtained the certificate of eligibility from the national agency of promoting jobs and competencies in order to get training subsidies. * Successfully managed the initial training of the new business ( AMEX , Microsoft tech support , Lastminute.com , Samsung ) * Implemented succeflly the OMTT & CTT program * A member of the Samsung task Force 2010 with direct contribution in the quality & training process improvement. * Rolled out successfully the LA academy program for team managers and operations managers. * Established & monitored metrics to evaluate ROI of learning programs using both quantitative and qualitative measures

* Successfully managed the start up of the orange campaign. * Managed a team of 20 advisors. * Managed & tracked effectively the KPI’s. * Established a new process to track customer’s complaints in order to improve the quality of service * Involved in several improvement project & actions plans ( Eforce G5 , DISE evolution NOKIA unlocking system , VPN mobile ) * Appointed as point of reference for all subjects related to orange processes and knowledge. * Designed and developed technical training programs approved by Orange. * Conducted & hosted initial and on going training sessions. * Appointed by Orange as local E-Force administrator. * Certified Orange training manager. * Designed and developed several training program for both team managers and agents.

* Managed and developed a team of 18 advisors. * Ensured that all the operational KPI’s are achieved in accordance with the SLA. * Implemented a new coaching approach leading to improve agent performance. * Enhanced agent’s skills by setting up a training plan. * Monitored agent’s calls and established correctives action plan * Conducted hiring interviews with the new applicants.

* Provided a valuable technical support for professional Cisco linkys end users. * Designed and developed an internal knowledge base. * Conducted and hosted a several training sessions on soft-skills for agents. * Involved in the Cisco Linksys process improvement(RMA process , diagnosis tree , agents coaching )

* Provided customer service, technical support for DELL business partners * Achieved all monthly targets and customer satisfaction goals. * Awarded best technical expert 2 times. * Promoted after 4 weeks to the level 2 team.

* Single point of contact for applications issues * Receive, manage and resolve Applications technical problems * Maintain an asset Database and track changes * Maintain a high degree of customer service for all support and queries * Publish assist documentation and provide staff training

* Ensure that staff and skills level are maintained during operational hours. * Manage HR requests and activities. * Producing statictics and management reports * Ensure that all the operational KPI’s are achieved in accordance with the SLA. * Report to senior managers on any issues that could impact the business. * Act as Change board advisory Coordinator * Supervise incident management and request fulfilment process * Process improvement

Today, Raymond Chabot Grant Thornton (L.L.P.) has approximately 2,400 employees (including nearly 1,800 professionals), in more than 100 offices and is a member within Grant Thornton International Ltd. Grant Thornton International Ltd is one of the world's leading organisations of independently owned and managed accounting and consulting firms. These firms provide assurance, tax and specialist business advice to privately held businesses and public interest entities.