Vincenzo Fillion-Ghio
Saint-Hubert,QC
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Manager Consulting and Delivery
CGI
Montreal, Quebec
04.2021 - Current
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Provided leadership during times of organizational change or crisis situations.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Coached, mentored and trained team members in order to improve their job performance.
- Oversaw daily operations, ensuring efficiency and effectiveness across all departments.
- Measured and reviewed performance via KPIs and metrics.
Senior Consultant - Team Leader
CGI
Montreal, Quebec
07.2019 - 04.2021
- Set specific goals for projects to measure progress and evaluate end results.
- Facilitated training sessions for new employees on company policies and procedures.
- Identified areas of improvement within existing processes and systems and recommended changes accordingly.
- Maintained positive working relationship with fellow staff and management.
- Created reports, presentations and other documents to share findings with management team.
- Provided technical advice to support implementation of new initiatives or programs.
- Analyzed key performance indicators to identify effective strategies.
Consultant - Senior Agent
CGI
Sherbrooke, Quebec
04.2018 - 07.2019
- Assisted users with installation of new applications or software updates as needed.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Created documentation for frequently asked questions and how-to guides for end users.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
Consultant - Service Desk Agent
CGI
Montreal, Quebec
10.2016 - 04.2018
- Resolved customer complaints promptly and professionally.
- Performed regular maintenance checks on computer systems to ensure optimal performance.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Tracked open cases to ensure timely resolution within established SLAs.
- Updated customers on progress towards resolution throughout the entire process.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
Education
DEP - Information And Computer Systems
Leondard-De Vinci
Montreal, QC08-2016
Skills
- Recruiting and interviewing
- Microsoft Office Suite
- Time management
- Coaching and mentoring
- Motivator
- Verbal and written communication
- Task delegation
- Key performance indicators
- Workforce management
Certification
- ITIL Foundation
- Parcours Orange
- Formation Tremplin
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Affiliations
- Miniature Painting
- Gym
- Cooking Italian Dishes
- Board Games
- Blood Donor
Timeline
Manager Consulting and Delivery
CGI
04.2021 - Current
Senior Consultant - Team Leader
CGI
07.2019 - 04.2021
Consultant - Senior Agent
CGI
04.2018 - 07.2019
Consultant - Service Desk Agent
CGI
10.2016 - 04.2018
DEP - Information And Computer Systems
Leondard-De Vinci
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