Onsite Support Technician

PROFILE

I provide technical solutions by listening, researching and then tailoring a resolution to the needs of the individual customer and their learning style. By teaching a customer the reason for an issue, the customer begins to learn to resolve on their own, which leads to an informed customer-base and satisfied brand advocates.

RELEVANT ACCOMPLISHMENTS

2019 - Present NVT Phybridge, Oakville, ON

Product Support Specialist

Answer customer calls regarding configuration of network switches, adapters, and analog CCVT hardware

Onsite support for in-house staff (laptop issues, new hardware installation, printer repairs)

Onboarding of new hires, imaging laptops and setting up their desks

Creating email templates and automated workflows in Salesforce

2019 - 2019 Iovate Health Sciences International Inc., Oakville, ON

Independent Contractor

This was a short term contract to cover for a person on vacation.

Answered incoming calls to the service desk.

Unlocked customer accounts locked in Active Directory

Reinstalled Office 365 on multiple computers due to a bad Office update

Set up training computers with Proxy internet access and installed Google Chrome plugins

Set up desks for new company hires

Moved four existing customers to new desks and set up all hardware (monitors, phones, docking stations, keyboards, and mice)

Assisted in reclaiming hardware from 16 departed users and backed up user data to the server

Turned off Cached Data in Outlook for multiple customers to resolve an issue with cached files taking up all disk space

Replaced defective hardware for customers as needed (mice and keyboards)

2014 – 2017 Cyber CSI

Application, Data and End User Services

Third-party contractor for Hoffman-La Roche Ltd., Mississauga, ON.

Support (second-level onsite and remote, desk side support):

●Handled escalations from first-level support and direct requests from onsite and remote staff (all software, physical hardware and printer issues)

●Escalated software issues to third-level support as needed

●50/50 PC/Mac environment. Experienced troubleshooting hardware and software issues with both platforms

●Primary contact for the executive assistant to the Roche CEO regarding printer issues

●Maintained 80 printers (20 Xerox Workcentre series) and 60 desktop printers (filling, maintenance, troubleshooting and placing service calls as needed)

●Backed up all data from departing users and reimaged/reused laptops as needed

●Ensured all 250 meeting rooms were fully supplied with all needed cables and all hardware was working as expected

Onboarding (on average 250-300 people per year):

●Confirmed account setup readiness via Active Directory

●Imaged all new hardware out of the box

●Post-configuration of all laptops (Windows and Mac)

●Installed all shortcuts, programs, setup of security profiles

●Configured gMail, gCal, Webex and all Google Chrome extensions

●Set up of desks and all hardware

●Set up of mobility devices(iPhone/iPad) and ensured LDAP profiles were installed and working correctly

Training:

●Xerox printer support

●Mac Integration 10.11 certificate

2014 AMC Consultants, Toronto, ON

Temporary Technical Administrative Assistant

●Setting up desktop systems for new consultants

●Mapping of network drives and folders

●Configuration of system settings for remote connections

●Setting up shared Outlook folders and electronic signatures

●Formatting proposals and reports based on corporate style guide

2011 Momentum Advanced Solutions, Markham, ON

Support Representative

●Monitored customer systems, both enterprise level and personal VPS

●Escalated non-healing managed customer alerts to the tier 2 team

●Ensured all hardware failures were repaired or replaced by the vendor within the specified SLA time-frame

2007 – 2009 HostPapa, Oakville, ON

Assistant Manager/Technical Support Team Lead

Second employee hired and the first technical support representative on staff.

●Managed a team of 3 technical support and 10 customer support / sales representatives

●Daily monitoring of customer accounts and servers to maintain TOS agreements

●Acted as senior customer forums liaison, responsible for monitoring for issues and general questions regarding our services and policies

2004 - 2006 Netsuite Inc., Mississauga, ON

Technical Support Representative

●Provided phone and email support for Enterprise level accounting software including CRM, SFA, ERP, Web store and Inventory modules

● Daily use of Remote Desktop software to troubleshoot Income Statement vs. Balance Sheet, reconciling bank and credit card statements, general ledger questions

●Made customer callbacks for issues escalated from junior representatives

2002 – 2004 Reserve America, Mississauga, ON

Technical Support Representative

●Team lead for 10-15 support representatives depending on season

●Responsible for ensuring all State and Federal campground reservation software and hardware systems were operation within SLA's

●Remote Desktop assistance to provide and install latest database information and park maps

2000 – 2001 IPIX, Etobicoke, ON

Senior Production Services Team Member

●Created virtual tours of residential and commercial properties using proprietary in-house software and Adobe Photoshop

●Used advanced Photoshop techniques for retouching, manipulating, and rebuilding damaged images

●Wrote custom Photoshop actions to speed up production floor work

●Identified and corrected problem tours from the production floor, including issues such as incorrectly filmed tours, cancelled orders, and orders not in the company database

●Worked extensively with members of other departments to help resolve customer complaints

●Hosted “Tips and Tricks” training sessions to reduce the amount of issues sent to the senior production services team from the production floor

●Interviewed possible new hires during the company's expansion process

●Tested new versions of in-house software before implementation onto the production floor

●Was one of two people responsible for maintaining 100% uptime of all production floor tools

●Attended weekly production tools meetings to discuss, and develop new automation tools or to improve existing ones

EDUCATION

Humber College, Toronto, ON (1998)

Microcomputer Management

Mentor College, Mississauga, ON (1988 – 1989)

Clarkson Secondary School, Mississauga, ON (1984 – 1988)

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