Mike Wass
Payment Operations Centre Manager @Payments Canada
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WORK HISTORY
Payment Operations Centre Manager @Payments Canada
CA
Leading 12 people in a 24/5 front line support environment between Ottawa and Toronto areas- Leading our HDI certification project to get the Payment Operations Centre (POC) HDI Certified within the next 3 years- Lead the transition of moving the Service Desk team (5 individuals) to new management- Lead in Operational Readiness for RTGS Extreme Contingency Service- In Change Authority role to ensure all changes are appropriately created, reviewed and approved- Assisted in Operational Readiness for Lynx Payment System- Implemented new phone Contact Centre system for IT and Product Support- Implemented remote work due to COVID-19- Implemented new interaction methods to keep employees engaged in new working environment- Implemented Employee Satisfaction surveys and have achieved a 4.4/5 in Oct. During COVID-19 where the lowest score was 3.9/5 (August)- Separated the Service Desk into 4 new functional teams to support the growth of Payments Canada and provide quality support across all functional areas.(Corporate Service Desk, Payment Operations Center, Incident & Problem Management, and Desktop Support)- Implemented new Problem Management and Major Incident process- Assisted in the creation of new Change and Emergency Change process- Managing the team Budget
EDUCATION
Learning Tree International
ITIL Foundations v3
Learning Tree International
ITIL v3 Intermediate Qualification: Release, Control and Validation
Rideau High School
CCNA 407
Learning Tree International
ITIL v3 Intermediate Qualification: Operational Support and Analysis
Algonquin College of Applied Arts and Technology
Management Studies
Carleton University
Master Certificate of Project Management, Project Management
SKILLS
ABOUT MIKE WASS
Mike Wass is a Payment Operations Centre Manager in Ottawa Canada. He has 20+ years of being in the IT/Product services & support industry ranging from consumer products/services to enterprise support both in the public and private sectors. His focus is leading teams, creating efficiency and effectiveness within processes and procedures. When he isn’t making his Operations Centre the best in the industry he is Sim Racing against some of the world\'s greats or playing competitive slow-pitch softball.
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