Overview
Work History
Education
Timeline
Generic

Steven Richards

Overview

19
19
years of professional experience

Work History

Operations Analyst

Rogers Communications
01.2013 - 08.2023
  • Assessed operational performance to identify areas for improvement.
  • Investigated and resolved alerts, and liaison with incident management teams to assist with maintenance and problem resolution.
  • Developed written documents and reports related to programs and operations.
  • Created custom reports and visualizations to support decision-making processes.


Documentum Support Analyst

Rogers Communications
04.2009 - 01.2013
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Supported users with software, hardware and network issues.
  • Created user accounts and managed access control.
  • Monitored Mailbox and responded to incoming tickets to address support needs.
  • Delivered Documentum training to stakeholders

Team Manager

Rogers Communications
01.2007 - 04.2009
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Led employee relations through effective communication, coaching, training, and development.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Evaluated employee performance on [Timeframe] basis and coached and trained [Number] team members, increasing quality of work and employee motivation.

Training and Development Specialist

Rogers Communications
07.2004 - 01.2007
  • Facilitated and developed high-quality training programs to employees and external stakeholders.
  • Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Created and maintained detailed training records and reports for management review.
  • Provided coaching and mentoring to new, existing and external stakeholders

Education

High School Diploma -

Central Peel Secondary School

Adult Learning And Education

George Brown College
Toronto, ON

Certified Instructional Designer/Developer

Langevin Learning Serices

ACER Skills

Achieve Global

Timeline

Operations Analyst

Rogers Communications
01.2013 - 08.2023

Documentum Support Analyst

Rogers Communications
04.2009 - 01.2013

Team Manager

Rogers Communications
01.2007 - 04.2009

Training and Development Specialist

Rogers Communications
07.2004 - 01.2007

High School Diploma -

Central Peel Secondary School

Adult Learning And Education

George Brown College

Certified Instructional Designer/Developer

Langevin Learning Serices

ACER Skills

Achieve Global

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