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, ONCertified 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