Customer Service Manager, IT Professional

Joe Sheremeto

Red Deer, AB 403-***-****

********@*****.***

SUMMARY

An inspired, outgoing and disciplined IT Professional with widespread experience in small to large-scale application design/development, system infrastructure design, system diagnostic and support, and disaster recovery. Proven ability to develop and implement system cost-effectively, coordinate and lead large-scale projects with a high degree of effectiveness. Proactive and solutions oriented, with a reputation for ensuring seamless project delivery, leading high performance teams and understanding business needs.

Extensive customer service and sales knowledge in computers (10+yr), collaborative leadership (8+yr) and entrepreneurship (4+ yr.)

Known as an outgoing, motivated, interpersonal and inclusive colleague in corporate and private sectors

Quick learner with the ability to take initiative and direction to implement new skills in a timely manner

Highly skilled working with Servers, Backups, Active Directory, Applications – Local and Cloud

Extensive Hardware knowledge, in addition to several years building independent computers and servers

Experience within an ITIL and SOX compliant organization

PROFESSIONAL EXPERIENCE

PARKLAND FUEL, Service Desk Analyst, Red Deer, AB 2016 - Present

Responsible for responding to calls, emails and ticketing system to troubleshoot client computer issues (for over 5000 clients) to ensure computers are functioning and connected to reduce service interruptions for internal clients

Participated in project work in British Columbia to support transition from Chevron to Parkland Fuels by supporting and troubleshooting desk side support to ease brand and system transitions

Facilitated account management in active directory by creating, troubleshooting and removing accounts as needed through access adjustments and transitions to ensure confidential systems and documentation

Document and record analyst responsibilities (over 25 transition documents) to present referencing, adjustments and training for prospective transitions and new hires

Collaborate and support clients with a team of 8 analyst, 20+ networking analyst/server admins and additional teams to ensure service delivery is efficient and resolved (in over 24 countries) in a timely manner

Strong written and interpersonal communication engaging with client, to ensure mindful and efficient service delivery is achieved daily

Co-chair of the health and safety committee and the member of the social committee to ensure safety standards are repaired, implemented and practiced for prospective emergency response situations (Fire warden, First Aid, Workplace Health and Safety)

JACO, IT Administrator, Red Deer, AB 2015

Led and troubleshot all IT equipment (networks, server and security) including cell phone, computers, security DVR’s and cameras and program applications

Managed data entry for transformer fuel level assessments (leaks, low/high levels) to ensure proper tracking and job completion

PEOPLE TO GO, Team Lead, Red Deer, AB 2014 - 2015

Led a team of technicians to migrate PC’s to Windows7 for RBC Wealth Management, nationally to ensure a successful transition

Collaborated with Staples upgrading tills to maintain functionality and improve security

Worked with Money Mart to set up printers to ensure devices functioned properly and supported staff by answering questions or concerns about device features

FUNKTIONAL SLEEP SOLUTIONS, IT Administrator, Red Deer, AB 2013 - 2014

Led and troubleshot all IT equipment (networks, server and security) including cell phone, computers, security and cameras, program applications

Worked as backup clinician for sleep apnea testing and Continuous Positive Airway Pressure (CPAP) machine support and troubleshooting

Maintained stock and supported client insurance claims were processed accurately and on time

NEIGHBOURS COMPUTERS, Manager/Co-Owner, Grand Forks, BC 2011 - 2013

Built and assembled computers, networks, servers, ran wire, home theatre installs to ensure timely and efficient service delivery

Provided personal and commercial service delivery in addition to creating and developing webpage design, business cards and promotional materials

BC AMBULANCE, Primary Care Paramedic, Southern Interior, BC 2002 - 2009

FREEDOM TECH INC, Business Partner, Midway, BC 2001

BYTZ FOR BRATZ/BYTZ FOR BUSINESS, Store Manager, Kelowna, BC 2000

PROFESSIONAL AWARDS

PARKLAND FUEL, “Pinnacle Award”, Nominated 2017, 2019

PARKLAND FUEL, “Pinnacle Award”, Recipient 2018

Demonstrated outstanding customer service

EDUCATION AND TRAINNING

CERTIFIED ACCESS MANAGEMENT SPECIALIST (CAMS) 2019

STANDARD FIRST AID 2019

HEALTH SAFETY and ENVIRONMENT (HSE), Committee Member Training 2018

INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL), Foundations 2017

MICROSOFT CERTIFIED SOLUTIONS EXPERT (MCSE), Open Learning Agency Sept.1999 - Mar.2000

LETHBRIDGE COLLEGIATE INSTITUTE, Advanced Diploma 1991

VOLUNTEER EXPERIENCE

CANADA WINTER GAMES, IT Venue Team Lead 2019

MINOR HOCKEY OFFICIAL 2000 - 2017

VOLUNTEER FIRE DEPARTMENT 2009 - 2015

VP Grand Forks International Baseball Tournament 2012 - 2013

GRAND FORKS FIRE SPRING TRAINING, Co-Chair 2011

PHOENIX MOUNTAIN SKI AREA, Ski Patrol Volunteer 2008 - 2011

MT. BALDY, Ski Patrol Volunteer 2003

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