Customer Service Manager

*** ******** ***** *****, *******, AB T*S *L* 403-***-**** ****.******@*****.***

Greg Wood

Objective I am seeking a position that will allow me to utilize my skills and over 17 years of technology experience to enhance productivity and contribute to corporate profits and growth.

Technical Skills

Operating Systems: Windows 2000/XP, Windows Vista, Windows 7, 8, 8.1, 10, Windows Server 2003 / 2008 / 2012, & IIS

5,6,7, Small Business Server 2003 / 2008 / 2011,

Exchange Server 2007 / 2010 / 2013

Networking: Routers, switches, TCP/IP, Active Directory, Group Policy, DHCP, DNS, VPN, RDP, LAN/WAN,

Wireless LAN

VoIP: 3CX Software PBX, Patton Analog Gateways,

Grandstream / Polycom / Yealink Handsets

Programming: .NET, ASP, Java script, VB script, HTML, CSS, XML, AJAX, PHP

Databases: MS SQL Server 2005 / 2008, 2012, 2014, MySQL Server 5.x, MS Access 97- 2003, 2007, 2010 / 2013

Productivity: MS Office 2000 / XP / 2003 / 2007 / 2010 / 2013

(Access, Excel, Power point, Word, Outlook, One

Note)

Graphics / Web: Adobe Dreamweaver, Adobe Photoshop, Adobe Captivate, Hardware: Building and troubleshooting PC’s, AMD / Intel processors, motherboards, RAM, hard drives, video

cards, Network Interface Cards, power supplies,

various computer cases (desktop and server, ATX

and Mini-ITX form factors)

Education 1995 -1999 Toronto School of Business Ottawa, ON

Associate Degree LAN Design, Application Development

Associate Degree Accounting and Business Management Experience 2012 - 2015 Kelty iManagement Brandon, MB IT Manager

Hired to head up and expand Kelty’s operations from being a XEROX Agency to providing managed IT services to its growing list of clients

Work with senior leadership group to revamp their own internal technology platform to support the vision for the company moving forward

Implemented a new technology platform that consisted of:

1 Physical server running Windows Server 2012 R2 using Hyper-V to host 4 virtual servers to cover multiple specific roles including

(SBS 2011 to provide DHCP, DNS, AD, Exchange Email, File Sharing, along with 3 virtual Windows Server 2008 R2 Standard servers running various line of business, accounting and unified communications applications

QNAP professional NAS device to accommodate on-site and off- site data backup via iSCSI technology

Moved email platform from hosted POP3 accounts to a new MS Exchange server on-premise solution that allowed many new features not previously capable on the older platform such as calendar and contact sharing and easier integration with mobile devices such as smart phones and tablets

Implemented VoIP PBX in both locations and bridged them together to provide enhanced unified communications. This reduced costs and greatly improved efficiencies for staff by enabling advanced communications features such as: presence, chat, advanced call routing, voicemail to email, voice / video & web conferencing, ability to have office extension directly on mobile devices, digital receptionist

(IVR), etc.

Design, develop, implement and maintain network infrastructure solutions for Kelty’s clients. This includes developing strategic partnerships with 3rd party companies to provide a managed services platform which includes 24/7 monitoring, alerting and maintenance of all client IT infrastructure as well as a 24/7 helpdesk to provide support for all registered users

Cultivate strong business relationships with all existing clients as well as new prospective clients

Manage group of technicians in multiple geographic locations across Manitoba

Developed business processes to ensure a uniform service experience for all clients regardless of which account manager or technician is involved with servicing our clients

Designed, Developed, Maintained a web based CRM database to track all client interactions and billing

2011 - 2012 CANCADE Company Ltd Brandon, MB

IT Manager

Managed, maintained and supported all IT infrastructure that included:

Approximately 70 computer users

8 servers in a windows based environment running on Windows SBS 2008 many of these servers were virtualized on Dell server hardware

3CX VoIP Phone system – software based IP PBX with approximately 8 PSTN lines joined to the network with a VoIP gateway serving 70 users

Multiple locations joined via a dedicated wireless link covering approximately 6 miles in distance

Approximately 20 printers

6 Cisco managed switches, SonicWALL router / Firewall

Surveillance system consisting of 3 DVR’s and approximately 20 cameras across 2 locations

Provided technical support to all users

Responsible for routine maintenance of all technology equipment to ensure it was running at peak performance and capacity

Responsible for creating and managing company IT policy

Responsible for procurement of new equipment and software as required and planned for

2008 – 2011 Juggernaut Computers Brandon, MB

General Manager

Started in an entry level sales & service position in a busy computer repair shop

Responsible for sales and customer service within the shop

Recognized opportunities within the corporate sector and worked to develop and grow the corporate client base

Promoted to Manager of Computer Services where I further developed corporate client base as well as building solid relationships with suppliers

Built relationships with customers while providing solutions to meet their technology needs

Designed and developed solutions that were custom tailored to meet the needs of our clients and prospective clients

Managed team of technicians and utilized available resources to implement client solutions

Researched and developed new products and technologies to further grow our corporate client base

Promoted to General Manager where I was responsible for all areas of the daily operations of the business ranging from human resources to sales / marketing, purchasing, scheduling,

Implemented VoIP business phone system to deliver unified communications while drastically cutting operating costs 2004 – 2007 I-NetLink Wireless Inc. Brandon, MB

Programmer / Analyst

Analyze existing business policies and procedures

Implementation, configuration and maintenance of web server in a windows environment (Windows Server 2003 running IIS 6).

Implementation, configuration and maintenance of a MySQL based relational database server in a windows environment.

Monitor and maintain performance of both web application servers and database servers

Designed, developed, implemented and maintainrd a large scale web based data management system to manage new and existing customers, inventory, sales, human resources, website content, inter-departmental communication, file transfer and file sharing

Enhanced customer service by bridging gaps between the front end corporate website and the back end enterprise data management system

Internal staff can now more effectively manage and cultivate customer relationships

Implemented inventory tracking system to manage large network of wireless internet equipment at both the infrastructure and customer premise levels

Advanced data reporting allows reconciliation of data between enterprise data management system and separate proprietary accounting system

Multi-user design allows for internal and external lines of business to utilize one central system to communicate and manage business critical information while limiting access to data based on user permissions within the system.

1999–2004 Anjura Services Inc. Ottawa, ON

Workforce Analyst

Member of a ten person team responsible for managing efficiency of a large workforce in a fast paced call center

Implemented policies and work flow processes to increase communication between human resources management and workforce.

Delivered and managed employee scheduling

Designed, implemented and maintained complex multi-user reporting systems developed with MS Excel to track vital employee statistics relating to attendance, punctuality, efficiency, amount of time logged into phone system, etc.

Monitored call center service level agreements in multiple departments simultaneously

Enhanced service levels in various departments by changing employee skill sets based on customer demand

1998–1999 Marketware Inc. Ottawa, ON

Junior Programmer

Worked as part of a team of developers and database administrators to develop a data warehouse application to facilitate the production of automotive parts catalogs

Responsible for quality assurance of data to be used in production of automotive parts catalogs

Contributed to development of software used to massage catalog data obtained from outside data sources

Loaded data into data warehouse

Responsible for network and hardware maintenance Interests Football, hockey, camping, computers

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