Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kieran Hurley

St-Lazare

Summary

Strategic Information Technology Manager skilled in contact centre centric applications. Accustomed to driving efficiency and effectiveness by developing, delivering strategic business plans, and supporting global operations. Demonstrated skill in translating technical requirements to business solutions, with over 33 years of building positive relationships with internal and external stakeholders.

Overview

34
34
years of professional experience

Work History

IT Manager, App. Dev., Dep. & Maint.

Air Canada
06.2020 - Current
  • Reducing global telecommunications costs by 20%
  • Introduced Web Calling
  • Migrate applications to the Cloud
  • Manage a team of 9 employees

IT Program Manager

Air Canada
03.2012 - 05.2020
  • Managed the development and maintenance of Air Canada's call routing system
  • Managed the Workforce Management application used by contact centres
  • Was on-call support for the contact centre operations team to fix outages

Sr. Business Analyst

Air Canada
01.2002 - 02.2012
  • Managed agent desktop for contact centres. Coordinated changes with suppliers to manage application availability and reliability.
  • Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
  • Streamlined workflow for better productivity with the implementation of new software solutions.
  • Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.

Lead Application Developer

Air Canada
02.1997 - 12.2001
  • Achieved faster deployment times by implementing continuous integration and automated build processes.
  • Led a team of developers for successful project completion, meeting all deadlines.
  • Enhanced user experience with intuitive UI design and seamless navigation features.
  • Maintained high-quality documentation throughout the development lifecycle, enabling smooth handoffs between teams.
  • Automated repetitive tasks through script development, freeing up valuable time for more critical workloads.

Call Centre Agent

Air Canada
02.1992 - 01.1997
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Education

D.E.C. Social Sciences, Major Psychology - Psychology

John Abbott College
Sainte-Anne-de-Bellevue
12-1989

Skills

  • Application support

  • Telecom infrastructure

  • IT procurement

  • Change management

  • Virtualization

  • Cloud Computing

  • IT Infrastructure

  • Cybersecurity

  • Team Leadership

  • System Optimization

  • Regulatory compliance

Languages

English
Full Professional
French
Professional Working

Timeline

IT Manager, App. Dev., Dep. & Maint.

Air Canada
06.2020 - Current

IT Program Manager

Air Canada
03.2012 - 05.2020

Sr. Business Analyst

Air Canada
01.2002 - 02.2012

Lead Application Developer

Air Canada
02.1997 - 12.2001

Call Centre Agent

Air Canada
02.1992 - 01.1997

D.E.C. Social Sciences, Major Psychology - Psychology

John Abbott College

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Kieran Hurley