Jose Abiog

A strategic customer advocate leader with over 17 years of experience leading helpdesk teams. Demonstrated ability to set and achieve goals, proven organization, motivation, communication, and technical expertise. Successfully balances the needs of the business and cost savings with providing exceptional customer service. Builds, leads, coaches, and mentors high performing teams to drive business results and consistently meet SLAs. Multi-tasks comfortably while meeting time-sensitive deadlines, working well in fast-paced high-pressure environments. An exceptional problem-solver who quickly resolves issues without the need for escalation. Known for consistently getting the job done.

Competitive Sports Academy(competitivesportsacademy.com), Newmarket, ON 2021 – Present

Co-founder & Coach

Co-founded & built a not-for-profit basketball training facility & organization in Newmarket, Ontario, with a focus on youth athletes.

• Opened new business after conducting extensive & competitive analysis of the basketball market in the area, with a focus on youths.
• Built training facility from ground up, from concept to “one hammer & one nail” to branding.
• Established grassroots program for new players by partnering with Jr NBA which funnels athletes into our House league program which then transitions them to our Rep teams.
• Established camp programs for summer, march-break & winter camps by partnering with Nike.
• Started with 6 organized basketball teams playing the OBA league; 3 girls’ teams & 3 boys’ teams in 2021 & have grown to 13 teams presently.
• Started with 3 full-time coaches on staff to 6 full-time coaches & 3 assistants presently.
• Partnered with basketball charity camps such as Unicorn Basketball & Nick Nurse Camps to give back to the community.
• During Covid lockdown, we pivoted from providing youth training to Elite training to keep our doors open. We trained & opened our doors to pro’s, semi-pro & D1 athletes.
• Counsel and advise on day-to-day business operations including forecasting, scheduling & planning.

Service Assurance/Incident Manager, Bell Business Markets, 2005 – Feb 2022

Successfully led multiple teams of IT professionals responsible for the maintenance and repair of Enterprise network operations. Strong focus on customer satisfaction and resolving escalated issues. Developed and implemented policies and procedures including evaluating staff and building strong vendor and supplier relationships.

• Built and maintained relationships with key strategic partners and suppliers to deliver increased capabilities to the customer and the Enterprise helpdesk.
• Main point of contact to manage complex customer escalations from initiation through to resolution. Drove the escalation management process for high-profile and critical issues affecting Enterprise customers and accountable for meeting defined service level commitments.
• Partnered and lead cross-functional teams from Test Center, NOC, Dispatch, Engineering, Service Directors, Development, and other business functions to resolve customer issues to maintain & sustain the customer's relationship with Bell Business Market. 
• Identified areas of strengths and opportunities in Bell’s Enterprise solutions portfolio to leverage the capabilities of suppliers and vendors to ensure the unique needs of customers were met. 
• Managed UNIFOR helpdesk staff, coached, and communicated strategies to the team to ensure high performance and consistency of ability across the team.
• Established processes with Test Center & Dispatch teams to manage and successfully resolve complex issues impacting Enterprise customer relationships. 

Managed the tracking and troubleshooting of network related issues for various lines of businesses, customers, and an infrastructure network in a multi-vendor environment.

• Supported clients’ data and voice network. Responded quickly to all network alarms generated by fault management tools resulting in a positive customer experience and meeting SLA requirements.
• Interfaced with other telcos, independent companies, test centers, engineering, and account team to quickly resolve incidents. 

Helpdesk Analyst

Provided technical and customer assistance to Nortel Networks global customers, clients, and staff members. Assisted customers with installation and configuration of software packages and its proper use. Coordinated the repair of equipment with external and internal suppliers.

Toyota Canada Inc., Scarborough, ON 1997 – 2000

Dealer Systems Support Specialist

Rogers Communications Inc., Toronto, ON 1996 – 1997

Technical Support Coordinator

Epson Canada Inc., Richmond Hill, ON 1994 – 1996

Technical Support Representative

GEORGE BROWN COLLEGE, Toronto, ON 1991 - 1993

Business Management Diploma