Summary
Skills
Work History
Education
Certification
Languages
Interests
Volunteer

Chris Anthony

Manager
Montreal,QC

Summary

I am here to help. A collaborative leader at heart, I am always looking for win-win solutions that can provide the most value to the most people. I also bring structure to any organization I join, improving efficiency and standards as I go. Lastly, I am a strong believer in teamwork: I make people feel like they are part of the team so we can work better together. As a result, I have a habit of improving morale wherever I go.

Skills

  • Incident management
  • Scheduling & resource planning
  • Operations management
  • Communication
  • Process improvement & development
  • Planning

Work History

Business Process Improvement Leader

Leaseweb Canada
10.2023 - 01.2025
  • Oversaw revamp of quality program (And development of software to be used for the revamped program) to ensure quality of the work performed was in keeping with the highest standards
  • Supervised training efforts to ensure training was structured, consistent, and providing value
  • Researched and composed dozens of procedures and processes for several different teams
  • Eliminated unnecessary clutter and restructured over a decade's worth of internal documentation into a simpler and easier to use new structure
  • Developed employee to help him achieve his career objectives

Senior Manager, Technical Support

Leaseweb Canada
09.2022 - 10.2023
  • Lead team to adopt several behaviours and practices that allowed us to consistently achieve transactional NPS scores of over 50 monthly
  • Coached several team members to help them improve; emphasizing quality, a superior customer experience, and a high NPS
  • Performed scheduling and resource planning
  • Oversaw quality program to ensure quality of the work performed was in keeping with the highest standards
  • Supervised training efforts to ensure training was structured, consistent, and providing value
  • Handled recruitment efforts and interviewed dozens of candidates
  • Developed employees to help them achieve their career objectives
  • Handled escalations from customers so as to ensure their satisfaction
  • Informed customers of dozens of scheduled maintenances using mass-mailing tools
  • Kept customers informed during dozens of incidents using a central communication hub
  • Researched and composed post-mortem reports for customers

Manager, Technical Support

Leaseweb Canada
09.2019 - 09.2022
  • Coached several team members to help them improve; emphasizing quality and a superior customer experience
  • Performed scheduling and resource planning
  • Handled recruitment efforts and interviewed dozens of candidates
  • Oversaw training efforts to ensure training was structured, consistent, and providing value
  • Developed employees to help them achieve their career objectives
  • Handled escalations from customers so as to ensure their satisfaction
  • Informed customers of dozens of scheduled maintenances using mass-mailing tools
  • Kept customers informed during dozens of incidents using a central communication hub
  • Researched and composed post-mortem reports for customers

Technical Lead, Technical Support

Leaseweb Canada
05.2019 - 09.2019
  • Handled escalations from customers so as to ensure their satisfaction
  • Informed customers of dozens of scheduled maintenances using mass-mailing tools
  • Kept customers informed during dozens of incidents using a central communication hub
  • Researched and composed post-mortem reports for customers
  • Coached several team members to help them improve
  • Ensured operational efficiency by assigning team members where and when they were most needed
  • Participated in recruiting and onboarding of new hires
  • Oversaw training efforts to ensure training was structured, consistent, and providing value

Interim Supervisor, Technical Support

Leaseweb Canada
04.2019 - 05.2019
  • Handled escalations from customers so as to ensure their satisfaction
  • Informed customers of scheduled maintenances using mass-mailing tools
  • Kept customers informed during incidents using a central communication hub
  • Researched and composed post-mortem reports for customers
  • Ensured operational efficiency by assigning team members where and when they were most needed

Tier 2 Systems Administrator

Leaseweb Canada
06.2018 - 04.2019
  • Resolved dozens of incidents affecting cluster environments through first-hand technical troubleshooting
  • Applied modifications to dozens of cluster environments to perform various technical requests from customers
  • Provided technical expertise and guidance to hundreds of customers both in Canada and abroad
  • Contributed to internal documentation by creating several articles capturing technical insights and best practices

Tier 1 Systems Administrator

Leaseweb Canada
03.2018 - 06.2018
  • Resolved hundreds of incidents affecting single server environments through first-hand technical troubleshooting
  • Applied modifications to hundreds of single server environments to perform various technical requests for customers
  • Provided technical expertise and guidance to hundreds of customers both in Canada and abroad
  • Contributed to internal documentation by creating several articles capturing technical insights and best practices

Quality Assurance Analyst & Communications Agent

Leaseweb Canada
03.2017 - 03.2018
  • Created a quality program from scratch with which to evaluate the quality of the work Technical Support team
  • Evaluated hundreds of Technical Support tickets
  • Created several quality reports for management
  • Provided feedback & coaching to members of the Technical Support team
  • Informed customers of dozens of scheduled maintenances using mass-mailing tools
  • Kept customers informed during dozens of incidents using a central communication hub
  • Researched and composed dozens of post-mortem reports for customers

Tier 1 Systems Administrator

Leaseweb Canada
05.2015 - 03.2017
  • Resolved hundreds of incidents affecting single server environments through first-hand technical troubleshooting
  • Applied modifications to hundreds of single server environments to perform various technical requests for customers
  • Provided technical expertise and guidance to hundreds of customers both in Canada and abroad
  • Contributed to internal documentation by creating several articles capturing technical insights and best practices

Education

Concordia University
Montreal, QC

Diploma of College Studies (DCS/DEC) - Computer Science Technology

Champlain College
Saint-Lambert, QC

Certification

  • Lean Six Sigma Green Belt - Six Sigma Academy Amsterdam

Languages

English
French

Interests

  • Reading
  • Self-improvement
  • Improv
  • Electronics

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