Welcome!

My name is Michael Leger, and for the last 10 years I’ve been deeply involved in the telecommunications industry. Specifically call center design and support. I've worked with a lot of talented people, and had a chance to use lots of different kinds of technology.

Technical Consultant

Since January 2007 I've been working at Vortalsoft.
    I worked closely with dozens of clients providing support and maintenance of their call center equipment (Aspect ePro 5.2, 6.1, 6.6, 7, Unison) on a daily basis to ensure a 99.99% uptime. I am responsible for 80% of documentation at Vortalsoft. I have created training documentation for Vortalsoft technicians and Vortalsoft clients as well as providing training to those groups.
    Implemented new ITIL procedures within the company to increase efficiency and improve customer relationships. Performed install of Vortalsoft's CosmoCom system. 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.
    Recently in 2010 I've been a part of the pre-implementation team to help design and build new Aspect UIP 6.6 & 7 systems for clients. Utilizing VMware, Oracle Linux and MS Windows Server

Jr. Site Support Technician

From January 2001 to May 2005 I worked at RMH Inc.
    My duties included level one support of all PC and Network related issues that occur in our 500+ seat call center. I provided daily maintenance and due diligence to ensure 100% uptime on the company’s agent call recording solution. On all day-today support issues, I would work closely with level two technicians ensuring customer satisfaction and a quick resolution time.
    I supervised a team of individuals to create an enterprise intranet site and asset management database that become a sales and management tool for planning all additional business startups at all RMH call centers. I worked closely with manufacturers when troubleshooting equipment such as the Intecom and Aspect Dialers. I was involved with join projects that included our corporate security department on issuing and revoking security passes.
    I worked hand in hand with supervisors and production managers in managing our company’s Inova LED statistics display boards that provided vital dialer statistics to our call center floor.

Aspect Unison Support Training

    In October 2008 I received training on the Aspect Unison dialer platform, learned how to quickly identify potential issues with the Aspect unison system, and basic troubleshooting of the Unix environment to ensure customers issues are resolve in a timely manner.

Introduction to SQL

    In May 2008 I attended an online course at Middlesex County College where I successfully completed an introduction to SQL course. I learned on how to search multiple tables, create tables of my own, and received an understanding on how to read database information to build better queries.

Tier 1, Tier 2 CosmoCom Support

    In September 2007 I attended classes at CosmoCom headquarters with the goals in supporting multiple CosmoCom systems. Received training on provisioning a system, troubleshooting a system and installing a system from scratch.

About Mike

    I have always followed technology and watched for changes in the industry to see how it could improve upon the work I am doing.
    Being involved with the call center world leaves me blessed in having experienced many different technologies, and having to support those on a daily basis.
    I’m available for any questions via email mike@mikeleger.ca