Project Control Office – Integrated Logistical Support - Technical Writing Consultant/Contractor
D.G.M.E.P.M - ADM(mat) – HCM FELEX/Project Control Office - Integrated Logistical Support
Total years of experience :13 years, 2 Months
Full Title Information: D.G.M.E.P.M - ADM (mat) - HCM/FELEX/Project Control Office - Integrated
Logistical Support - Technical Writer/Analyst on (HCM) (FELEX) project.
Synopsis: Technical Writing, Documentation, Programming, Analysis, and Reporting on Project Processes, Project Procedures, & Specifications in Project Control Office - Integrated Logistical Support. Liaise with various project departments, members & subject matter experts to confirm required information. This support was in an engineering intensive project management environment. PKI secured environment.
Highlights:
In this position, I updated and revised the Canadian Forces Writing Style Guide. I assisted in building and refining the Halifax Class Frigate warranty process procedures documentation, swim lane diagrams and object relational management diagrams. I rewrote the warranty guide that the CTO signed off on.
I developed and built customized encrypted reporting solution in Adobe Professional and Adobe Lifecycle Designer for the synchronized/encrypted reporting on material failures, preventative maintenance, and corrective maintenance work.
I built custom excels automation in VBA, VB Script, and power shell that cataloged all drives hierarchy of files and reports on currently shared drives. This was to assist material managers with finding documentation as the project was in process of shutting down and there were hundreds of thousands of files on these drives. I also wrote user guides and troubleshooting guides for these tools.
I built custom automated databases applications in Microsoft Access, Oracle, SharePoint, VBA, SQL, Net, and VBScript that would pull information from various databases and locations in export transform and load as well as import mask transform and load system in order to ease transition of my contract ending and still give them access to this required data. Then I wrote the user guides and troubleshooting guides for these.
I pulled a fair amount of the data in our ILS group used from SAP from various modules to load into custom ILS - PMO weekly, monthly, quarterly reports. I inspect and analyzed various engineering plans, specifications, and changes. On quarterly basis imported the metadata from these plans (EC’s) and imported into our custom databases used in order to manipulate and filter important updates for our reports.
* Currently approved for Engineering Support pool.
To analyze, repair, build, develop, document, automate, improve on business project processes, report on results/risks/probability for global operations, provide solutions when/where possible and build Adhoc reporting and solutions when requested by the senior management of BCE & Bell LOB units.
Performance metrics: Report Production, Adhoc Requests, Development, and Personal/People Leadership (Secure IT Environment)
Report Production:
•Timely delivery of reports, solutions, and applications.
•Quality of reports, analysis, development and documentation
•Process improvement, automation, and report improvement /consolidation
•Detailed documentation of report /solution, production, and development.
•Adhoc requests /new reporting solution requests:
•Client Interactions to be clear, concise, based on data, and unbiased
•Adhoc Requests to adhere to same performance metrics as report production
•New Reporting Solutions and Analytics to adhere to SDLC stages and performance metrics
•Report Management Tool tracking adherence.
Synopsis:
Assist in performance management of various vendor/partner contact centers. Manage and report key performance indicators which were used to achieve a balanced and positive customer experience in order to meet and exceed contract requirements. (Secure IT Environment)
•Contact center validation, inspection, and verification of invoicing. Review various RFP/SOW/SLA/KPI and impacts to business relationships. Manage negotiate and advise on issues of risks & probabilities to upper management.
•Inspect on quality assurance monitoring of customers inbound calls into various technical and business call centers.
•Report production, and results analysis of contact center performance metrics. Isolate trending opportunities, and provide solutions for performance gaps discovered. Notify management of any issues, the probability of risks that might negatively/positively impact performance.
•Partnership liaison between Bell Canada, and vendor/partner locations for ongoing support and business process implementation.
•Vendor Manager and Subject Matter Expert role in pioneer project. This was the Bell Internet off-shoring initiative of technical call center support implementation. This included numerous initiatives to achieve this transfer of Bells business processes and procedures to new off-shore vendors.
Worked in close partnership with internal Bell teams: Marketing, Agent Compensation, Billing, Adjustments, Executive Care Office, Quality Assurance, Contract Management, Project Management, and Workforce Management.
Highlights:
Developed automated databases and reporting that allowed me to fulfill many roles and responsibilities while on site in India.
Established a performance management plan for our SME to follow daily based on results of KPI and their fluctuations that needed to be resolved as soon as possible.
I introduced a new customized training interface and automation to enable ease of documentation of Bell SME coach logs entries. (Eclipse Nomination)
I assisted in taking this call center from the last place ranking to the top ranking call center in BCE. As a result of our efforts, we have presented a Bell Canada Pioneer award when I returned back to Canada.
I assisted in managing and supervising and assessing the Bell call center SMEs while on site in order to streamline our business process transference to our India call center.
I launched new and important statistics automation to assist in the transference of Bell business processes.
Synopsis: To create a supportive environment by coaching to expectations, setting goals, inspecting and analyzing results. I coached in a consistent interdependent format in order to improve performance results. (Secure IT Environment)
Coaching and motivating my team of multidisciplinary agents to meet, exceed business and individual requirements.
These agents were to meet and adhere to many stringent key performance metrics (KPI) while utilizing over twenty various tools, call scripting, and multitasking to accomplish a first call resolution approach.
Agents were required to coach consumer clients to a positive nature on each call.
Agents handled both business and technical bilingual calls during their shifts.
A revolving team of agents was required to be logged into their virtual phone while meeting their shift requirements each day.
Highlights:
I developed an agent dashboard for reporting and updating of KPI information.
I improved the performance of agents by developing an empathetic, concerned and respectful management coaching style.
I was awarded “Top Team Manager and Team for 2015”.
Established a car sharing service for agents when bus strike was implemented in doing so averted the loss of many of our valuable employees.
Piloted and submitted improvement processes as project lead for our Dell residential computer partnership. This had a very positive result for our customers in this model project.
Implemented a coaching and behavior based training, support, taxi chits, time off, and actively assisted in trying to assist my agents in finding jobs in our company or other companies when the call center was outsourced to India. I am still in touch with many of these people are friends to this day.
As a result of my outstanding performance as a team manager; I was allowed to pick from three of the job postings that I showed interest in when the call centers were outsourced.
Synopsis: To resolve all consumers varying levels of technical and business office issues. (Secure IT Environment)
To meet /exceed business and individual fist-call-resolution requirements with consumer clients.
To adhere to many stringent key performance metrics (KPI) while utilizing over twenty various tools, call scripting, and multitasking to accomplish a first call resolution approach.
On occasion required to assist coach fellow agents on calls with consumer clients to a positive resolution.
Resolve all consumer business, technical and executive care calls during my shifts.
Required to be logged into their virtual phone software /hardware while meeting my shift requirements each day.
To track and bring attention to a supervisor of any new issues and or solutions to consumer call issues.
To document, track any and all issues while on calls or assigned to special projects.
Highlights:
I developed a step by step universal dial-up call troubleshooting for the client first call resolution. This became a Bell Internet standard for all managers and agents to follow.
Implemented a JavaScript HTA interface tool that automated login of my softphone, various twenty-seven tools into one interface. Later BCE requested this in order to see if it could be implemented across all of their call centers. This tool would log me into the tools required and test the response of these tools if more than three tools failed I would then alert our workforce and change stations. I found out later they used this automation to find and fix issues with the various tools our agents were using.
As a result of my tool build and design. I was selected as a tester for Insight Client and Server applications for our Small Business Unit LOB.
Python for Everyone Programming with Python (Distinction – above 90% average) Michigan University Associate Professor - Charles Severence
This course was an open public competition for 15 paid placements (funded by various IT companies). 200 people were selected to compete for these 15 positions. I won a placement and placed third in the class at end of course. I also received a letter of recommendation from an executive director of this training institute. Syllabus: Novel Netware, Windows NT Workstation 3 & 4, Windows NT Server 3& 4, TCP/IP, Windows 95.
A three-year college technical course in Architecture.