Jordan Johnstone
Toronto,ON
Summary
Versatile Incident Manager with a background in telecommunications. A determined employee with over 3 years of successfully handling high priority incidents and finding ways to limit impact. Recognized as a strategic problem solver with an impressive record of identifying deficiencies and introducing solutions that satisfy immediate and long-term business needs. A confident and articulate communicator who builds strong working relationships, translates complex information into meaningful terms, and collaborates with diverse clients, team members, and key stakeholders on a daily basis
Overview
7
7
years of professional experience
Work History
SENIOR INCIDENT MANAGEMENT ANALYST
ROGERS COMMUNICATIONS
06.2021 - 08.2023
- Handled high priority incidents with exceptional poise and composure, making quick decisions in an effort to reduce the overall impact.
- Managed 1-2 high priority incidents daily.
- Played a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Assessed incident priority based upon impact to the business and escalated issues as necessary.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Championed the adoption of new incident management technologies, successfully implementing solutions that improved overall system resilience.
- Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
Lead Subject Matter Expert /Senior Telesales Representative
ROGERS COMMUNICATIONS
06.2018 - 06.2021
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Assisted in the training of new hires, sharing knowledge on company products, services, and telesales best practices.
- Provided ongoing feedback and constructive criticism, fostering a culture of continuous learning and growth within the telesales team.
- Spearheaded collaboration between sales support functions for seamless customer experiences.
Diagnostic & Experience Agent
GEEK SQUAD
09.2016 - 07.2019
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Conducted regular reviews of internal processes, identifying areas for continuous improvement within the tech support team.
- Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Developed an in-house Knowledge Base to share common resolutions and keep customer expectations.
Education
Google Analytics I.Q -
LMS - Google Skillshop
Toronto, ON03.2024
Certificate - Change Management Foundations
LinkedIn Learning
Toronto, ON11.2023
CPanel Professional Certification (CPP) - CPanel Best Practices
CPanel University
Toronto, ON07.2023
Skills
- Analytical & Critical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- Project Management
- Risk Analysis
- Continuous Improvement
- Effective Communication
- Team Engagement
- Strong verbal, interpersonal and written communications
- Incident Management
- ITIL Knowledge
- Root Cause Analysis
Accomplishments
Recognized by the CEO in a company wide memo during the early stages of the COVID-19 pandemic for delivering technical guidance to team members in-person and in WFH capacity, decreasing downtime and increasing productivity.
Languages
English
Native or Bilingual
Timeline
SENIOR INCIDENT MANAGEMENT ANALYST
ROGERS COMMUNICATIONS
06.2021 - 08.2023
Lead Subject Matter Expert /Senior Telesales Representative
ROGERS COMMUNICATIONS
06.2018 - 06.2021
Diagnostic & Experience Agent
GEEK SQUAD
09.2016 - 07.2019
Google Analytics I.Q -
LMS - Google Skillshop
Certificate - Change Management Foundations
LinkedIn Learning
CPanel Professional Certification (CPP) - CPanel Best Practices
CPanel University
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