James Capitain

Experience

• 

  Student Phones

  Jan 2004 - Jan 2005

  Customer Service Manager

  • Responsible for leading a resourceful team of staff within a busy call centre• Acquired and developed strong sales techniques, both through direct interaction with clients and over the telephone• Instilled and maintained a stellar level of customer satisfaction which was routinely praised by both clients and colleagues • Designed and implemented an accurate inventory control and accounting system• Improved efficiency of computerised sales and administration software

• 

  RBC

  Jun 2007 - now

  • Planning and execution of digital cheque imaging (scanning) solutions at 1,300 RBC retail branches and 200 head/back-office units/departments• Elicited business requirements - Hosted workshop sessions with Senior Management to determine the optimal scanning solution for each business unit• Planned and produced the business installation schedule• Created the implementation procedure for technical hardware installation and testing• Collaborated with vendors on software customization and business process requirements• Key contributor to communication strategy• Business continuity plan and site preparation updates• Coordination of support channels, including suppliers, on-site technicians and contact centres Show less ***2014 RBC Cruise Winner for Outstanding Performance******2011 RBC Gold Performance Award Winner***• Take a leadership role in the cost effective management of equipment and telecommunications Hardware & Software across Payments & Trade Centres (PTC) – includes Strategy, Information Management, and Operations Support• Accountable for the overall management, refresh and optimizing use/cost of equipment across PTC• Provide workshops and support in the better utilization of technology by participating in self and peer development related to technology enhancement• Technical and National Content Manager of the PTC Website, including ongoing design• Lead the application of the state of the art technology in support of PTC’s communication strategy eg. Web Alliance and similar applications• Ensure equipment readiness at PTC’s multiple Business Continuity Sites which includes overseeing testing of equipment and site visits• Manage access to SharePoint, LAN, software licensing, several generic outlook inboxes, and general access to applications. • Lead small initiatives by applying standard RBC project management discipline with a focus of efficiencies and cost management • Manage all equipment moves component within large premises moves or changes• Provide Advice and Counsel to PTC managers across our Centres on how best to optimize equipment use always improving efficiency and containing costs. Show less • Provided efficient onsite hardware support at RBC Plaza for desktop PCs, laptops, printers and Bloomberg terminals within demanding SLA timeframes• Installed and provided support for dozens of custom banking applications, re-imaging and re-installing where necessary to ensure clients are running the most up to date versions possible• Worked closely with the Asset Management Group to conduct equipment refreshes and gather end of lease items for scrub and return to vendors• Conducted Blackberry activations, upgrades and repairs using networked contacts at the Telecoms team to expedite the process of receiving new parts for deployment/installation • Responsible for prioritizing issues and escalating them via the Peregrine ticketing system to resolve within established process guidelines• Played an integral role on the Project Team for asset movement from RBC’s downtown buildings to RBC Centre• Conducted the weekend configuration and setup of networked printers to ensure clients’ personal and shared resources are operational immediately upon their arrival in the new workspace • Gained intimate knowledge of unique equipment requirements and building features of most Head Office teams and locations throughout the Toronto downtown core• Authored multiple documents to streamline and standardize problem resolution procedures throughout the RBC IT community Show less • Responsible for writing concise and complete training/troubleshooting documentation for the Technology Support Centre’s transition to Indian offices• Developed and implemented very strong technical problem solving skills and escalation methods to efficiently resolve employee hardware and software difficulties• Achieved a 98% client satisfaction rating by delivering an outstanding level of customer service • Supported major hardware: desktop PCs, laptops, printers, Cash Dispensing Units, card readers, pin pads, Blackberry devices, servers, routers, ports• Supported major applications: Peregrine, Outlook, Citrix, HomeBASE, Horizons, VPN, Application Launchpad, Entrust, Service Platform, Sales Platform Show less

  • Senior Manager - SRE Incident Team Lead

    Nov 2020 - now

  • Senior Operations Analyst

    Apr 2017 - Nov 2020

  • Senior Business Analyst

    Apr 2014 - Apr 2017

  • Manager - Operations Services

    Mar 2010 - Apr 2014

  • Technical Service Analyst

    Jan 2009 - Mar 2010

  • Technical Support Analyst

    Jun 2007 - Dec 2008