Sales Quality Assurance

Joel Drechsler

** ******* ****** - ***: 416-***-**** - ****.*********@*****.***

A seasoned service desk professional with with nearly ten years working in technical support at IT companies and excellent communications skills.

Employment History

Parental Leave 2011-2012

Support Team Lead 2008- 2011

WinMagic Data Security

WinMagic is a data encryption software firm whose product is trusted by the highest levels of the business and international government community.Assisted clients and resellers with technical issues assuming a leadership role which included follow-up and seeing issue through to resolution.Editor and primary contributor to an online knowledge base for client issues. Wrote other documentation including readme's and assisted with manuals.Cross-trained in QA to duplicate client issues using technologies like VMWare and Windows Virtual PCCollaborated with product management, development, QA, and sales to ensure client satisfaction and product development.Chosen to handle blue chip accounts of up to 30000 users which included assisting them after hours and training client support staff.Represented the company at trade shows and conducted product demonstrations.Produced training materials and trained support and sales staffExcellent analytical skills in resolving issues where issue may be drivers, Exchange, network, OS, software, or hardware. Including hardware tokens and biometric authentication devices like RSA SID800, DOD CAC cards, UPEK fingerprint readers and Safenet Ikey.Highly experienced working with and troubleshooting diverse technologies including: Android, iOS, Windows OS, MacOS, Microsoft SQL (2000/2005/2008/2012), Microsoft CRM, ASP, .NET, Microsoft Visual Studio, BIOS level (preboot), Smartcard technologies, Biometric (fingerprint reader), certificates, SSL, hard drive encryption, hardware encrypted drives, firmware, data recovery tools(SpinRite, Phoenix data recovery), software and hardware firewalls, JIRA, Goto MyPC, Linux.Proven excellent communication skills orally by being chosen as the department representative for sensitive clients and internal meetings. Written communication skills as evidenced by my management of the online Knowledge Base, forum and reports sent to large clients.Proven experience getting results quickly for important clients and yet able to multi-task to continue to work on existing accounts.Highly motivated and results driven for client satisfaction. Often worked after hours with clients to ensure minimal downtime including participation in 24/7 rotation.Trusted team member: collaborated with sales, pre-sales/consulting, product management, development and management.

Support Engineer 2004 - 2008

WinMagic Data Security

Demonstrated strong self-starting abilities by quickly troubleshooting issues where the cause can be database related(MS SQL 2000/2005/2008), network, IIS, software, OS(Mac, Linux, Win 98, 2000, 2003, 2008, Vista, Win 7)and/or preboot. Communicated in written and verbal form very effectively to a variety of audiences from client to internal management teams.Fostered excellent interdepartmental teamwork ability, by working with my team and other departments to ensure cooperation, pro-activity and productivity.Facilitated in large projects from SLA negotiation and, business requirements gathering to implementation plans, rollout of enterprise solutions and conflict resolution.Assisted the QA department by running tests for time sensitive projects and the Pre -Sales team by assisting clients to install and configure WinMagic software.Experience working with enterprise level solutions with a back-end database including those with a web interface (ASP and IIS). Handled high-profile escalation issues and sensitive technical discussions with executive officers of partners on call and monitoring emails after hours.Worked with diverse technologies including: Android, iOS, Windows OS, MacOS, Microsoft SQL (2000/2005/2008/2012), Microsoft CRM, ASP, .NET, Microsoft Visual Studio, BIOS level (preboot), Smartcard technologies, Biometric (fingerprint reader), Certificate Authourities, SSL, hard drive encryption, hardware encrypted drives, firmware, data recovery tools(SpinRite, Phoenix data recovery), software and hardware firewalls, JIRA, Goto MyPC, Linux.

Technical Support Representative 2003 -2004

Dreamcatcher Games Interactive

Dreamcatcher is a publisher and distributor of interactive entertainment for both core gamers and the mass-market audience.Rapidly became an expert in troubleshooting issues where the cause can be network, hardware, software, OS, or user error. The issue-related hardware included routers and the software included various Windows operating systems.Demonstrated strong time management skills having worked on many concurrent projects such as ongoing duties of handling client queries as well as identifying and researching potential risksConducted Internet research for departmental issues examining competitive response to emerging hardware, firmware, and software technologiesCross-trained in Quality Assurance and worked overtime often assisting in deadline sensitive projectsReceived numerous commendations from clients in email and over the phone Promoted to acting manager on occasion despite being a junior member of the team

EDUCATION

Information Technology Institute; Toronto, Ontario

The Applied Information Technology (AIT) certificate program

This year long intensive program is considered in the industry to be the equivalent of a Major in Computer Science. In this program I worked with Java, VB, DB2 the relational database, and online programming languages JSP, ASP and others.

Ryerson Polytechnic; University, Toronto, Ontario - Public Relations certificate

University of Toronto; Toronto, Ontario - Honours Bachelor of Arts.

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