|
Management
 Kyle Ostermann, President
Kyle Ostermann has been with Support Excellence since 2001, at the outset of SEI’s Operational Call Center.
Kyle has held multiple roles with SEI, having previously worked as SEI's Service Desk Manager; Manager, Business Development; and most recently as Chief Operating Officer.
Kyle has the ability to work with companies within the Small-to-Medium Sized Business market, finding and tailoring unique, customized Service Desk solutions which help improve overall service delivery, reduce costs, and achieve exceptional customer service satisfaction.
Since 2001, Kyle has played a critical role in the development of SEI, including its Service Delivery Team, infrastructure development & maintenance, and SEI's Business Practices. Kyle also works as a Service Desk consultant within the Professional Services arm of SEI.
Kyle has over 13 years experience in the support industry. Through his experience, Kyle's roles have included team building, supervision, leadership, and process development.
Kyle completed a BA with Honours from the University of Calgary and has is continuing to work towards furthering his ITIL Certifications. He volunteers extensively in the city, sitting on several community boards and is a former board member of the Calgary, Alberta chapter of the Help Desk Institute.
In May 2008 he completed a purchase of Support Excellence, allowing him to fully utilize his extensive experience and in-depth understanding of SEI's services and operations to provide SEI with the ability to grow its services and continue to be known as the Trusted Leader in Support Desk Solutions.
Jason Hamel, Regional Operations Manager - Eastern Canada
Jason joined SEI in 2006 as a Technical Support Agent, and in his tenure with Support Excellence has previously held the positions of Team Leader and Senior Technical Support Advisor.
Having been with SEI for the previous two years, Jason has a very keen understanding of not only the daily operational activities of SEI, but of the invaluable relationship between our clients and their customers. One of Jason’s primary responsibilities is the recruitment and training of all new and current Technical Support Agents at SEI. He is capable of instilling each and every Agent with the commitment, skills and integrity required to ensure every client and their customers receive the industry leading Support Center services to which they are accustomed.
Jason has worked on over 10 new client transitions since taking the role of Regional Operations Manager and his dedication to the process of new client transition provides our clients with an exceptional transition experience.
Jason has over 16 years experience in the support, customer service and business management fields. His credentials include CompTIA A+ Certification, Network+ Certification, MOUS Certification, and immersion studies as a Computer Engineering Technologist at the renowned electronics engineering school, the Radio College of Canada in Toronto.
Jackie Baker, Regional Operations Manager - Western Canada
Jackie joined SEI in Summer 2006 as a technical support analyst; by 2007 she had taken the roll of Team Lead managing many of the day to day operations of Support Excellence.
Her experiences coordinating with Support Excellence's clients gives her insight into their needs, and her dedication ensuring those needs are met continues SEI's tradition of delivering high quality support desk services. As SEI’s resident Process Development expert, she has worked with over a dozen of SEI’s new and existing clients to ensure that their service transition is properly managed and documented.
In addition to Process Development, Jackie’s roles include the full management of SEI’s Wiki-based Knowledge Base, as well as the review, monitoring and mentoring of SEI’s Call Center staff.
Jackie's technical qualifications include 4 years of Computer Science and Pure Math at the University of Calgary, and she has held management, sales and marketing positions prior to her management role with SEI.
|
