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Customer Service Technical Support

Brampton, Ontario, Canada
April 21, 2018

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Richard Hackett




Analytical Technical Support representative adept at resolving complex technical issues. Critical thinker who addresses customer support issues quickly and consistently exceeds performance standards. Calm and cool minded with well-developed people skills.


Extensive experience in all aspects of IT Support Service Desk, including System administration

Proven track record of successfully implementing ITIL Service Management Best Practices

Demonstrated success in motivating and managing staff to meet corporate objectives

Solid organizational and analytical skills with the ability to manage competing deadlines

Strong problem solving skills, takes the initiative and is resourceful in providing solutions

Exceptional communicator and strong relationship builder

Able to work in a team environment or with all levels of staff and Management



Vendor, Business and IT Process, Troubleshooting, Communication, Critical Thinking, Customer Service, Leadership, Multi-tasking, Organizational, Contracts, Performance, Planning, Project, Scheduling, Application, Infrastructure,


MS office all versions, Exchange 2003, 2007, 2010, 2013,Active Directory, Action Remedy, VNC, Dame ware, windows remote, BES Server, Terminal Services, NetMeeting, Net Support, MacAfee Anti-Virus, Norton Anti-Virus, Norton Ghost, SYSPREP, PCAnywhere, PC-Duo, Photoshop, Adobe AcrobatVirtual PC, Citrix Meta Frame XP / I CA, Lotus notes

BlackBerry Server Administrator.

Operating Systems

MS Windows all versions, Windows 2003, 2008 Server, Windows 2000 Advanced Server and Microsoft Windows NT Server 4.0, MAC OS up to 10.6


Hardware assembly, desktops, laptops and servers, Routers, Hubs, Firewalls, Client/Network Servers, Mainframe, Storage Virtualization, SAN/NAS Technologies, HDS Storage


LAN/WAN, TCP/IP, VoIP, Ethernet, ISDN, ADSL, T1, FTP, HTTP, SMTP, POP3, Telnet, DNS, WINS, DHCP, VPN, Network (LAN/WAN), WI-FI 802.11a/b/g/n, WEP


eHealth Ontario

Service Transition Manager July 2012 – April 2016

Deliver all Service Transition Projects and Programs in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where the successful implementation of service resource skills and processes are just as critical to project success as technology.

Cryptologic, INC

Senior IT Systems Administrator February 2008 – June 2012

Provide 1st, 2nd and 3rd level support for users in a mixed MS windows environment. Plans, deploys, configures, maintains and administrate servers and desktops, laptops, peripherals, operating systems, standard and custom desktop applications in the production environment in accordance with the change management process. Collaborate with third level technical support, to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes. Provided effective first and second level desktop support in supporting a user base of approximately 250 local and remote clients/locations in a mixed MS Windows environment. Liaison with venders for hardware and software needs.

CGI Group – Markham, Ontario

SDM (Service Delivery Manager) Purolator April.2007 – February 2008

Identifies and negotiates service level requirements and standard operating procedures with both the customer and IT provider/vendor for existing services Ensures the analysis of service performance against Service Level Agreement (SLA) and Operating Level Agreement (OLA) targets and produces relevant, concise reports that are both timely and readable for Customers and IT providers; Acts as focal point between Purolator and its IT Service Provider’s help desk for the escalation of issues.

Team lead of Technical Support, (CGI Group) November 2004 – April 2007

Monitor and maintain queue within Action Remedy to meet SLA.

Provided Tier II remote support using Dame Ware, VNC, PcAnywhere, Net meeting & windows remote tool.

Configure / Troubleshoot Terminal Server, Active Directory, NetMeeting, VNC

Troubleshoot DNS and IP conflicts

Troubleshoot / Configure Citrix Meta Frame XP and thin clients

Troubleshoot and administer Exchange 5.5; 2003/ RIM Blackberry

Troubleshoot / configure VPN and dial up connections

Technical diagnostic and installation support for Lotus Notes, Microsoft office, local

network, remote dialup, VPN, desktops, laptops, printers, and other miscellaneous peripheral

Server Administration / Support of a NT and Active Directory domain (Windows 2003)

Training New Analysts

Imaging Desktops

NORTH AMERICAN LEISURE GROUP February 1990 – November 2004

Build helpdesk with Manager for staff of five. Setup new PCs for W2K and XP migration. Provided remote support for various apps such as NAV, WIN & office 2000, 2002,Setup, repaired, installed and Troubleshoot Software and Hardware for new and old Computers.

Trained Employees on basic Win95/NT


Fundamentals of Exceptional customer Service – Certificate

ITIL: The service desk and Incident Management – Certificate

ITIL: Technical Support Essentials

ITIL: The Change Management process – Certificate

ITIL: Installing and Configuring Active Directory

CGI on-line training – skill soft portal

PC Specialist Certificate - Unicom Information Systems – 1998

Certificate Customer Service - Telecom Canada - 1993

Major Business Management - Dawson College (Montreal) – 1989-1990

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