PAUL M. KINLEY
Winnipeg
Summary
Experienced with incident management, ensuring seamless resolution of critical issues. Utilizes strong analytical and communication skills to coordinate with various teams for timely incident resolution. Track record of maintaining high standards in incident response and documentation.
Overview
28
28
years of professional experience
Work History
Incident Manager
Bell
02.2014 - Current
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
Wireless Operation CO Technician
Bell
05.2011 - 02.2014
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
- Ensured reliable network connectivity, closely monitoring system performance and making adjustments as needed.
Tier 2 Technical Support Manager
Bell
02.2009 - 05.2011
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
Tier 4 Technical Support Specialist
Bell
11.2002 - 02.2009
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved multiple technical support inquiries per day.
- Documented support interactions for future reference.
- Supported PSAP's with all their connectivity concerns.
- Walked individuals through basic troubleshooting tasks.
Customer Service Representative
MTS
09.1997 - 11.2002
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Radio Shack Management Training Program -
Radio Shack
04.1995
High School -
Churchill High School
Winnipeg, Manitoba06.1991
Skills
- Effective communication
- Technical troubleshooting
- Team engagement
- Interpersonal and written communication
- Emergency response
Personal Assets
- Proven leadership qualities.
- An efficient problem solver and decision-maker.
- Result oriented performer in a fast paced surrounding.
- Motivated team player
- Adapt easily to new environments.
- Strong 'people' skills.
- Well versed in various electronic and technical products including wireless communications devices and computer hardware/software.
Timeline
Incident Manager
Bell
02.2014 - Current
Wireless Operation CO Technician
Bell
05.2011 - 02.2014
Tier 2 Technical Support Manager
Bell
02.2009 - 05.2011
Tier 4 Technical Support Specialist
Bell
11.2002 - 02.2009
Customer Service Representative
MTS
09.1997 - 11.2002
High School -
Churchill High School
Radio Shack Management Training Program -
Radio Shack
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