Customer Service Manager (Customer Success) at Cirion Technologies
Toronto
Systems Engineer and Cloud Architecture specialist with over 9 years of experience in infrastructure optimization and service delivery. Proven track record in reducing project lead times by 66% and maintaining 100% ticket resolution rates within high-stakes government and telecommunications environments.
Ontario Public Service
2025 - 2025Maintained 99.9% system uptime by resolving 100% of assigned technical tickets within SLA for enterprise Project Management and LMS applications. Enhanced data retrieval efficiency by refining SharePoint document management workflows.
Cirion Technologies
2021 - 2023Managed proactive communication with key enterprise contacts, leading service reviews to ensure 100% resolution of action items and KPIs. Standardized customer onboarding and training programs, increasing client self-sufficiency on service portals and technical support models.
Cirion Technologies
2015 - 2021Reduced project request response times from 30 to 10 days (66% improvement) by developing new communication strategies with infrastructure suppliers. Ensured service continuity by diagnosing and resolving complex fiber optic issues.
Línea Comunicaciones S.A.S
2012 - 2015Orchestrated full-lifecycle fiber infrastructure projects, leading a technical team to resolve complex implementation issues and ensure 100% project delivery alignment. Managed regulatory compliance and government permitting.
Graduate Certificate in Cloud Architecture and Administration
2025 - 2025Postgraduate in Senior Management
2017 - 2017Bachelor's Degree in Systems Engineering
2009 - 2014