Patrick Donovan: Product Management, Digital Application Specialist, Product Innovation, Agile Project methodology, driving Digital application advancement in the A.I. era in Milton, Ontario

Led a 12-person team in designing and developing a groundbreaking IPTV streaming mobile app, delivering an MVP with live TV, transactional VOD, interactive programming guide, and cloud DVR with scheduled recordings, driving user engagement and product innovation. Enhanced mobile apps through continuous iteration, resolving bugs and adding features like advanced DVR settings, Chromecast and Airplay support, and video downloads - leading to increased app penetration and longer session durations. Crafted epics, feature descriptions, and user stories to define the app’s behavior, functionality, and layout, ensuring development aligned with target goals and deadlines. Skilled in leading cross-functional teams and managing third-party vendors, driving alignment with internal objectives and delivering continuous improvements to achieve strategic goals. Proficient in stakeholder management, leveraging influence to align priorities and foster productive relationships, delivering customer-focused solutions that drive value.

Managed Cogeco’s EPICO IPTV video platform, driving continuous improvement through iterative updates, reducing service outages and minimizing call volumes while increasing the customer base. Developed and led the IPTV product roadmap, strategically planning and tracking the product’s evolution to ensure alignment with business goals and customer needs. Collaborated closely with vendors to ensure new releases and updates met quality standards and were delivered on schedule, maintaining seamless product performance. Proactively supported operational needs by preparing product briefs, release summaries, process updates, and new equipment requests to ensure smooth product launches and ongoing operations.

Represented Ontario and Quebec Operations on key corporate projects, including new customer-facing equipment and UI upgrades. Ensured operational needs were integrated at each project phase, facilitating the development of tools and processes required to support new and upgraded products and services. Defined project requirements and ensured each initiative met or exceeded expectations, delivering high-quality outcomes aligned with business objectives. Served as Project Manager for CPE onboarding of residential and commercial equipment, leading the successful deployment of upgraded services and new product offerings. Owned, evolved and created installation processes for on-site technician, technician tools, and self- install. Inventory management for Ontario and Quebec operations; • managed equipment float levels for customer-facing technicians, network-facing technicians, and contractors • managed equipment float levels for retail storefronts and kiosks • responded to emergency requests for additional equipment and supplies • partnered with Procurement to secure supplies, consumables, CPE and inventory for our field technicians, retail storefronts and customers

Primary focus on scoping, planning, implementation and support of corporate projects. Managed new departmental projects such as field trials and CPE launches. Liaised and strategized with Project Managers, Organizational Readiness and QA. Identified gaps and provided solutions during planning and implementation.

Resolved technical problems over the phone for Cogeco’s Internet, Phone, TiVo and Cable TV Customers. Scrubbed scheduled Service Calls to reduce service call volume and wait times. Trained new Tier 1 Agents, and provided peer coaching in ICU after new hire training completion.

Provided balanced written feedback regarding call centre agent performance. Mentored peers within the Quality Assurance Department, providing balanced feedback on Productivity, Efficiency, Excel reporting and skills, and day to day tasks. Audited Service Calls and Sales Orders, efficiently determined errors and omissions. Prepared and led Call Calibration meetings with QA Agents, internal Supervisors and Outsource Supervisors. Met monthly one-on-one with Supervisors and discussed Agent opportunities. Improved and refined Contact Centre Troubleshooting processes.

Diffused escalated customers over the phone and in person. Handled a variety of tasks, re-evaluating their priority throughout the day. Delegated tasks to peers in order to achieve optimum efficiency of the SSTO Team. Mentored new and tenured agents. Coached agents on productivity, efficiency; provided balanced feedback at all times. Provided trending and reporting for IP Services and Network Operations Centre.

PPIS Help Desk support, PPIS Projects direct support professional. Assisted PPIS Specialists with corporate and operational projects. Operated Help Desk for contact centre and corporate office, responding to employee PC, Application, and Telecom requests. Multi-tasked and prioritized during Contact Centre peak periods. Resolved desktop PC hardware and software issues. Escalated issues to IT Tier 2 when appropriate. Followed up on support incidents to ensure completion. Re-evaluated priorities and tasks at multiple points throughout each day in order to efficiently meet the needs of staff and management.