Customer Service Technical Support

DAVID G BERNARDI

Cell: 780-***-****

acti37@r.postjobfree.com

Summary

Seasoned Computer Technician versed in the installation and maintenance of a wide range of

computer hardware, software and operating systems. Patient and resourceful. I have provided on site

technical support, with repair of computers and peripherals, and installation of networks. Provided

leadership to teams supporting and maintaining complex technical environments.

Highlights

Computer diagnostics and repair Operations management

Hardware support and troubleshooting Supervision and training

Advanced knowledge of diagnostic Calm under pressure

techniques Complex problem solving

Server management Policy/program development

Resourceful Staff development

Accomplishments

Leadership

Successfully mentored teams that achieved leading results in First Call Resolution, Average

Talk Time and Abandon Rate

Business Development

Successfully grew business by driving high levels of customer satisfaction

Project Management

Initiated a SharePoint deployment which resulted in improved access to required drawings,

reporting and thread details

Customer Service

Exceeded corporate target for customer satisfaction 18 months in a row.

Experience

November 2012 to Wenzel Downhole Tools

May 2015 Application Administrator

Oversaw the daily performance of computer systems, including improving performance

between CNC's and control programs on the server

Designed, implemented and maintained company SharePoint databases to improve access to

drawings, dimension reports and thread details

Managed the implementation and deployment of Epicor for the site

Maintained MES Software (Merlin) for CNC's

Download drawings, thread details and dimension reports for material requests.

May 2008 to July 2012 LawDepot.com

Technology Support Manager

Developed and delivered training for new hires

Improved and developed best practices for business that significantly improved customer

satisfaction

Troubleshot technical issues and resolved problems accurately and efficiently.

Primary contact for customer escalations

April 2004 to Dell Canada

April 2008 Level 2 Technical Support Analyst

Provided leadership and coaching to a team of 30 Technical Analysts providing support to Dell

Americas Service Providers

October 2003

to

February 2004

December 1994 to

October 2003

Mentored Technical Analysts to drive results, improve customer experience and develop staff

for growth within the company.

Develop processes and procedures to improve efficiency and customer satisfaction.

Use complex reporting and management tools to monitor results and drive the continuous

improvement processes.

Point of contact project lead for sales technical support improvement.

Bernardi Computer Consulting

Edmonton, Alberta

Consultant

Resolved technical issues for clients in person, on the phone and through e-mail.

Coordinated hardware and software repair processes with outside vendors.

Performed diagnostic tests and repaired malfunctioning hardware and software.

Provide technical support, break / fix maintenance, and desktop rollouts for various clients

Support Sabre reservation system for travel agencies.

Rollout project for Weyerhauser, EDS, Soroc and Volt.

NexInnovations

Edmonton, Alberta

Field Service Technician / DBD Analyst / Team Leader

Led 20 Field Service Technicians to provide timely SLA service.

Coached new technicians on proper troubleshooting methodologies, and soft skills to increase

customer satisfaction.

Mentored and assist field service technicians in growth, education and technical support.

Improved customer satisfaction by working on the client first, then working on the IT issues.

Worked with sub contractors to provide SLA and increased customer satisfaction.

Responsible for the startup of the Diagnose before Dispatch (DBD) program in Edmonton.

Provided leadership, support and guidance for 20 field service agents and 15 remote service

providers.

Worked as Field Service Technician for NexInnovation clients.

Professional Courses and Certifications

MicroComputer Repair and Network Administration – SCI (Edmonton, AB)

Electronic Technician Certificate (ICS)

Machine and Metallurgy Technology – Conestoga College (Guelph, Ont.)

IBM's Service Plus and Team Tools, EDS Quality Customer Care – In House at

NexInnovations

PC / Peripheral, AMT, Genicom repair – In House at NexInnovation

Quality Project Leadership Certificate (NAIT)

Six Sigma Yellow Belt (Dell)

A+, Server+ Certifications

Skills

Excellent Customer Service

Team Building

Project Management

Contact this candidate