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Mike Holownych's Experience:
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Financial Security Advisor at Freedom 55 Financial
December 2012 - July 2013o Forge solid business relationships to successfully retain current clients and obtain sales from new customers. o Licensed to sell life insurance products in the province of Ontario. o Implement innovative sales and marketing strategies to obtain new business.
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Investment Representative at Quadrus Investment Services Ltd.
December 2012 - July 2013o Licensed to sell mutual funds in the province of Ontario. o Utilised effective sales techniques to close accounts with multiple clients.
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Global IT Service Manager (Blackberry) at Research In Motion
January 2011 - August 2012o Performed project, capacity, change, release and incident management for ITIL ITSM Framework. o Launched 3 cloud services into production on time and under budget. o Led planning and implementation of hardware reduction project as a cost-cutting measure, reducing global OpEx spending on licensing through 6 data centres by $2.4M yearly. o Reduced CapEx spending on new service launches by 30% by repurposing existing decommissioned hardware. o Ran testing of an open source anti-spam gateway, demonstrating the long-term value and cost savings of staying with the existing commercial anti-spam solution. o Managed hardware procurement and vendor relationship management. o Served as "Service Owner" of BlackBerry Global BIS Email Services. o Planned and implemented SaaS and IaaSCloud environments. o Deployed and maintained infrastructure enabling customers to experience the unsurpassed quality of service expected when connecting via the BlackBerry Email Platform.
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Systems Administrator at Research In Motion
March 2010 - January 2011o Ensured technical faults were escalated to the Network Operations Group and resolved within defined operating level agreements. o Identified a gap in monitoring and developed and implemented a Bash script to monitor BlackBerry provisioning servers to send email alerts when a service restart was required. o Provided necessary analysis on network performance to relevant groups. o Carried out and monitored change requests on various existing BlackBerry services. o Managed the day-to-day monitoring of critical BlackBerry services and systems.
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Team Leader, Network Operations at Research In Motion Limited
December 2008 - March 2010o Directed the day-to-day operations associated with the combined North American and Asia Pacific Network Operations Centre (NOC). o Led a team of 10-15 NOC personnel including communications and operations admins, NOC admins and UNIX/systems admins in effective monitoring and incident resolution. o Assumed the role of Incident Lead on troubleshooting bridges to effectively manage troubleshooting and resolution efforts. o Managed processes and staff development to achieve 100% network and services availability. o Provided KPIs for team and provided appropriate performance measurements and ensuring deliverables on SLAs. o Led troubleshooting and incident resolution efforts on incident bridges. o Collaborated with on-shift Duty Manager to assist with regular staff reviews and coaching.
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Intermediate Technical Support Analyst at CiRBA
May 2008 - July 2008o Conducted post-sale telephone and email technical support services to clients which include identifying and resolving application or environment issues and concerns.
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NOC Analyst at TuCows
September 2007 - May 2008o Performed monitoring of domain registration and hosted email systems. o Monitored environment during change implementation. o Ensured issues were dealt with or escalated to the appropriate department in a timely manner.
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HelpDesk Analyst at SAP Triversity, Inc.
April 2007 - August 2007o Delivered exceptional technical support services to clients and onsite technicians on issues, concerns, and questions focused on SAP Triversity retail POS System (used by companies like Army and Air Force Exchange Service (AAFES), Kenneth Cole, The Body Shop and more).
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NOC Chief at XorHosting, Inc.
August 2005 - January 2007o Managed data centre operations and staff.
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Field Technician at National Network Services, Inc.
September 2005 - June 2006o Performed onsite troubleshooting and installation of cabling including network, satellite, cat5 and telephone. o Installed POS systems and satellites for new Radio Shack stores. o Provided troubleshooting for POS systems and Moneris terminals.
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Team Leader/Helpdesk Analyst at The Faneuil Group
April 2004 - February 2005o Promoted to Team Leader for excellent call times and first call resolution rates and served as team mentor for guidance and support. o Successfully led a team of 20-25 technical support representatives during expansion and implementation of a new technical campaign.
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Night Auditor at Best Western Charterhouse Hotel
June 2003 - April 2004- Maintained an inventory of vacancies, reservations and room assignments - Registered arriving guests and assigned rooms - Answered inquiries regarding hotel services and registration by letter, telephone and in person, provided information about services available in the community and responded to guests' complaints - Compiled and checked daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems - Presented statements of charges to departing guests and received payment. - Performed daily/monthly audit of business.
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Delivery Driver at Presto Pizza
November 2002 - July 2003 -
Technical Support Representative / Floor Support at Convergys Canada, Inc.
August 2001 - December 2002o Effectively provided training and floor support assistance to agents on proper call center procedure, software issues, escalation management and issue resolution (as necessary). o Acted as a "Floor Lead" and consulted user guides, technical manuals and other documents to research and implement solutions.
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Experienced ITIL IT Service Management Professional at Actively Seeking New Opportunities
July 2013