Customer Service Management

STEPHEN TREDGET

** - ********* ****** ****

East York, Ontario M4E1H6

416-***-**** (H)

647-***-**** (C)

E-mail: *******.*******@*****.***

PROFESSIONAL PROFILE

An outstanding professional who has extensive experience in supervising and

managing business energy efficiency programs and policy planning

initiatives; has the ability to facilitate partnership between public and

private groups in advocating for sustainable in-state energy

practices; Able to multitask effectively and creatively in handling a

number of simultaneous projects. Exceptional professional communicator at

all company levels. Experienced Information Technology professional with

extensive background in Network/ Systems Analysis, Systems

Integration/Programming, Field Support, Systems Documentations, Team

Leadership, Program Testing and Problem Resolution as well as Cross-

Functional Technology Team and Professional Development Possess exemplary

skills in time management, organization, and departmental operations,

reputation for ability to interact easily with co-workers and subordinates

of diverse backgrounds, cultures, and professional and technical levels.

Able to build and foster proficient workplace environment, through

application of proactive management techniques in world-class organizations

TECHNICAL SKILLS

. RetScreen, Groundloop, AutoCAD

. Extensive experience with technology and data center infrastructure

platforms

. Exceptional skills in spreadsheet analysis and energy savings

calculations

. Superior commitment to improving building energy efficiency

. High organizational and time management skills

. Strong written and oral communication skills

. Sound marketing and creative thinking abilities

. Operating systems: Windows 8,7 Vista, 2003/2000/NT4.0/3.51 Linux

AS/400, Pro/Server Novell NetWare. 6x/5x/4x

. Hardware: Network hardware, IBM-PCs and compatibles, AS/400,

peripherals RIM

. Programming Languages: Visual Basic VBScript, JScript, .Net Basic and

Assembler

. Networks: Exchange2000/2003 Server, Active Directory for Windows 2003,

Windows 7 Vista 2003/2000 System Center Configuration Manager, SQL

2000/2005 Novell NetWare 5x/4.x and UNIX,GPO, EIT Remedy ver. 6 SoDo

. Internet Protocols: TCP/IP (DNS, DHCP, WINS, RIP, IGRP, PPP, SLIP,

SMTP, HTTP), IPX/SPX, AppleTalk, FDDI, xDSL ISDN, X.25 Frame Relay,

ATM, IPsec WEP

. Internet: Internet Explorer, Netscape Navigator, HTML, and Lotus Notes

Server

Software Tools: MS Office 2003/XP/2000/97, Microsoft Project 2003/98, VISIO

2003/5.1, AccPac Corporate QuickBooks, Simply Host Exploer6/8/9(CMIS),

Remedy AR System 4.0, SNA Server, Right Fax, Crystal Reports10, IFIS, SMS,

Checkpoint 4.1/NG, McAfee, Norton, Black Ice, PGP, ghost, Peregrine

Qualification Highlights

. Develop and conduct customer training for a suite of software

applications, consistently achieving a quarterly customer evaluation

score of 3.6 or higher on a 1-4 scale Serve as the sole trainer on key

customer accounts, to act as the senior trainer supporting new

trainees, to conduct Train-the Trainer courses.

. Provide technical and administrative support to the manager in the

development of facility/accommodations operational plans, budgets,

reports, business cases, briefing notes as well as operational

policies, business practices, protocols and processes

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. Create and implement test plans and procedures to troubleshoot and

repair interoperability issues, successfully resolving program and

application compatibility problems.

. Project management, organizational skills, and contract administration

to coordinate multiple projects and activities, as well as coordinate

service provider relationships

. Possess knowledge of IT service management (ITSM) concepts.

. Direct team activities related to development and presentation of

reports and briefings, as well as review of analytical data and

technical documentation.

. Test and certify software, systems, and equipment to ensure compliance

with and adherence to organizational and contractual specifications.

. Possess extensive technical expertise of corporate and all computing

environment, enterprise networks, mid-range systems, server and

workstation operating systems client-server computing. Possess

superior knowledge Migration Internet Services, Intranet, Internet

firewalls, security policy and procedures, Scripting, physical

security, encryption methodologies, remote access, network

intrusion/attack detection and reporting,

computer viruses, fraud investigation, loss prevention and security

awareness programs as well as Enterprise wide privacy policies.

. Possess extensive command of database administration, spreadsheet and

graphics programming, and communications software applications.

. Maintain, and remain knowledgeable of latest technological

advancements, as well as develop and integrate quality control

processes, continually meeting corporate objectives and resulting in

highest levels of client satisfaction.

. Work with professionalism in a dynamic environment, co-operatively in

a team as well as independently. Highly energetic and motivated

individual committed to customer service with excellent analytical,

problem solving, project management, organization, time-management,

presentation, communication, negotiation, and interpersonal skills.

EMPLOYMENT EXPERIENCE

February 2010-Preseent

The Canadian Security Advisor, Toronto Ontario CEO/Director

. Tested Wireless infrastructures for multiple organizations in the

GTA

. Designed implemented and setup multiple new Wired/Wireless

Infrastructure for new/existing businesses including Cisco switches,

routers, access points, Servers, UPS, cables, security, and software

. Setup training seminars to IT professionals and employees with access

to sensitive information to better educate them about the risks of

social engineering

. provided Intranet risk assessment and analysis to protect against the

potential threat posed by insiders

. Conducting vulnerability assessments rigorous penetration tests in

which the information gathered from its assessment is used to attempt

to penetrate the network.

June 2008 - June 2009

Royal Bank Canada, Toronto, Ontario Technical Service

Analyst

. Updated the QA processes to identify the software errors for the

development phase and the implementation of new applications.

. Analyzed new software applications to ensure proper data entry

procedures, error checking and business functionality are in place and

stable before platforms are implemented and brought online.

. Developed new software applications using VBScript

. Participated in the development of the technical training criteria for

all new and existing technologies and related activities supported by

N&IS.

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. Assisted management in identifying the training needs of individual

technical service analysts.

. Created and reviewed the technical installation and the operational

documentation ensuring it is current, comprehensive and maintained.

. Led the requirements analysis, and participated in peer reviews of

deliverables derived from functional specifications to ensure that the

requirements were interpreted correctly

. Reviewed, analyzed and evaluated the business and functional

requirements, documentation, process flows and data models,

contributed to the development of project plan project deliverables,

cost/benefits analysis, time line estimates, scope and control.

. Developed use cases, defined and documented user procedures and

workflows

Integrated technical solutions with the business environment,

recognizing systems design and data interdependencies and reusability.

. Established appropriate security levels for processes, information

exchange and system implementation.

. Defined and reviewed the quality standards and metrics.

. Collaborated with business leaders, IT professionals, and vendors

ensuring that management is kept informed of project status and that

problems and issues are escalated appropriately and clearly

communicated.

. Assisted in the development of conversion and implementation

strategies. Conduct pre and post implementation reviews, ensuring all

technical solutions have met business requirements.

. Supported system implementation and production readiness by liaising

with change management, IT architecture, desktop and the business

teams. Developed test plans, test cases, and performed systems

integration testing, provided user documentation, user training, and

post implementation support.

October 2002 -April, 2008

Canadian Business College, Toronto, Ontario Project

Manager/Instructor

. Ensured challenging deadlines were met while meeting client's budget

guidelines by overseeing all day -to- day program/ activity including

report generation, quality control, and compiling and maintaining

operational support for all components of the network infrastructure

including Designing new Wireless Infrastructure

. Taught all course content MSOffice, Accounting, A+, N+, Security+,

MCSA/MCSE, SQL VISTA Cisco, Medical Terminology, Medical

Administration, .Net Programming, Project Management Helpdesk tools

and support

. Conducted needs assessments, analyzed impact of changes, facilitated

training sessions as well as developed new courses

. Developed and coordinated development and maintenance of

manuals/related procedures

. Developed training materials, learning resources for classroom and

distance learning programs; conducted training and orientation

programs; made recommendations for opportunities related to the event

training

. Created customized self-paced and instructor-led training packages.

. Created changes to current policies, procedures and practices

. Developed overseas projects including opening of new schools

September 2000 - October 2002

DeHavilland / Bombardier Aerospace Toronto, Ontario System

Engineer

. Provided technical leadership for Windows 2000 PC/Servers migration

from various types of operating systems Windows 2000/NT 4.0/Windows XP

. Provided on site/on call support and ensured that client's

requirements have been met

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. Collaborated with client branches to analyze and advise the client's

requirements regarding to office technology business

. Troubleshooting client desktop environment 9X/NT/2000/XP

. Developed and conducted training on Best Practices-

Calendaring/Outlook issues

. Evaluated technical options, made recommendation

. Documented technical standards and procedures

. Researched for new products; identified business improvements with

implementation of new technology

. Managed and resolved issues quickly with minimal disruption to the

client

. Installed configured and troubleshoot RAS/VPN connections (dial-up

DSL), CMIS application (Host Explorer)

. Assisted in the upgrade of the new security standards with training

. Performed all duties related to system administration in Windows

2000/NT/Office 2000 including the training of 2500+ employees in basic

and advance operations

May 1997 - June 2000

MicroAge Inc., Toronto, Ontario System

Engineer

Canadian Armed Forces, Base Borden, Ontario

. Project coordinator for 6 key rolls through the Base including a new

help desk and E-mail server Security using all types including PKI,

Check point suit 4.1

. Provided a stable, functional operating environment by optimizing

system performance, minimizing system unavailability, keeping the

computer system secure and maintaining backup data

. Trained key personal to test and to do non-intrusive hacking of key

systems through out base

CERTIFICATIONS AND EDUCATION

2015 Energy System Engineering Technology in progress 2 of 3

years

2010 PMP

2009 ITIL V3 Foundation Certification

2009 CCNA Toronto, Ontario

2004 MCSE MCT 2000/2003 / CISSP, Toronto, Ontario

2002 CSPFA certified Toronto, Ontario

2000 CCSA certified, STARLIGHT INC., Toronto, Ontario

1995 CNE certified 3.12/4.x STARLIGHT INC., Toronto, Ontario

1993 CMT Diploma CDI, Mississauga, Ontario

Excellent References Available upon Request

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