Mike Casola
About Mike Casola
Mike Casola is a Subject Matter Expert and Business Helpdesk Specialist VI at TELUS in Montreal, Canada, with extensive experience in technical support and customer retention.
Title
Mike Casola holds the position of Subject Matter Expert and Business Helpdesk Specialist VI at TELUS. His role involves managing advanced technical support and business helpdesk operations, reinforcing his substantial expertise in the field.
Current Role at TELUS
Mike Casola currently operates as a Subject Matter Expert and Business Helpdesk Specialist VI at TELUS in the Montreal, Canada Area. He is responsible for handling manager callback escalations, SOS requests, and using a white glove approach to support requests from family and friends, thereby reinforcing customer loyalty.
Previous Experience at TELUS
Before his current role, Mike Casola worked at TELUS in various capacities. From 2013 to 2018, he was part of the Small and Medium Business Sales and Retention team, focusing on preventing churn and providing proper fit solutions to customers. He initially joined TELUS in 2011 as a Helpdesk Specialist in the Solutions Team, focusing on ADSL/Fiber Internet and TELUS TV technical support.
Experience at IBM
Mike Casola gained significant technical experience during his tenure at IBM. From 2009 to 2011, he was a Deskside Support Specialist for Pfizer Canada. Prior to that, he served as a Technical Support Professional from 2005 to 2009, both roles based in the Montreal, Canada Area. These positions enabled him to develop strong technical support and problem-solving skills.
Education and Early Career
Mike Casola studied at Delta Technical College, where he achieved an AEC in Network Administration. Early in his career, he was a Network Administrator and Deskside Support professional at Triosyn Corp from 2002 to 2004 in Mirabel, Quebec. This foundational experience provided him with a robust understanding of network administration and support.
Awards and Recognition
Mike Casola has received several accolades at TELUS, including being recognized as a Shining Business Star and receiving the spirited teamwork award. These honors highlight his commitment to excellence and teamwork within the organization.