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.


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)

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