Michael Leger

Contact Center Solutions Architect

Professional Experience

Technical Support Manager

VortalSoft Inc.

  • Oversee the local team of technical, remote US staff, and overseas India staff to ensure continuity of multiple call center Implemented ConnectWise ticketing system and tracked 80% adhere to service level agreements, recommended software and hardware changes to clients based on their needs.
  • Collaborated with HR to ensure staff hard proper hours, and training at all times.
  • Met with clients on an ongoing basis to ensure high levels of support standards are maintained.
  • Worked closely with lateral departments on shared staff resources to ensure support requirements were met without impacting or impeding ongoing projects.

Senior Call Center Support Engineer

VortalSoft Inc.

  • Collaborated with dozens of clients providing adequate support and maintenance of their call center equipment (Aspect ePro 5.2, 6.1, 6.5.1, Unison) on a daily basis to ensure a 99.99% uptime.
  • Coordinated 80% of documentation at VortalSoft.
  • Played an integral role in creating training documentation for VortalSoft technicians and VortalSoft clients as well as providing training to those groups.
  • Competently led a group of technicians on a wiki project for the provision of a solution both to VortalSoft and its clients for a single source of information.
  • Spearheaded the implementation of a new ITIL procedure within the company to increase efficiency and improve customer relationships.
  • Executed out the installation of VortalSofts CosmoCom system.
  • Successfully designed and developed several IVR projects.
  • Worked with Telco communications provides such as XO and BandTel to provide both VoIP and TDM lines to several pieces of equipment.

Owner/Operator

eMonk I.T. Outsourcing

  • Oversaw accounting, marketing, and sales.
  • Worked closely with client’s current IT teams on the development of new technical strategies to reduce their infrastructure support costs.
  • Provided level one support to clients who did not have any IT personnel and worked with the manufacturers’ of the clients’ products to deliver resolution effectively.
  • Collaborated with university professors on the development of a database system and network solution for an experimental wind turbine. The outcome of this collaboration was a successful system for tracking and logging the wind turbine statistics.

Junior Site Support Technician

NCO (Formerly RMH Teleservices)

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.