IT Technician (Customer Service Manager)
Resume:
Craig Jarvis
VICTORIA, B.C. V*R 3V3
*****.******@*****.***
EDUCATION
Project Management Tools and Techniques April 2008
Certified by National Project Management Inc.
CompTia A+ Certified Professional April 2007
Two years in Business Administration 1986 – 1987
John Abbott CEGEP, Montreal
High School graduate June 1984
Class 5 driver’s license (with clean abstract)
COMPUTER SKILLS
Hardware; Repair and maintenance of various computer hardware components such as desktop and laptop computers and peripherals, printers and network hardware, including servers, and large scale printers, Virtual environments, Thin clients, Tablets, smart phones, Network Switches, server based and appliance based firewalls and anti-spam solutions, telephone and telephony systems.
Software; Proficiency in Microsoft Server 2003, 2008, 2012/Active Directory, Group Policy Object, MS System Center Configuration Manager, Windows, Exchange server, Windows 8, Windows 7, Vista, XP, Microsoft Office Suite, Microsoft network operating systems, SharePoint, VMWare, Adobe Dreamweaver and Adobe Photoshop, ArcGIS, Autodesk, as well as many more applications.
SKILL SET
Experience building, maintaining and staffing Help desk systems
Experience in Managing an I.C.T Department within a small and mid sized Government
CompTia A+ Certified Professional (Post secondary certificate)
Project Management Tools and Techniques (Certified by National Project Management Inc.)
Excellent verbal and written communication skills
Experience in troubleshooting and resolving LAN and WAN issues
High dedication to customer care and client service
Proven ability to work independently with minimal supervision or as part of an implementation team
Ability to prioritize multiple simultaneously emerging issues
Experience in conducting client needs analysis and documenting discovered requirements
Experience in analyzing and troubleshooting network and system level problems and developing effective solutions to issues
Experience in conflict resolution, negotiation and mediation (through work as President, Y023 (PSAC/YEU) and private enterprise)
Experience testing systems and concepts as well as emerging technologies and creating end user friendly documentation
Ability to prioritize and excellent time management skills. Proven ability to operate under deadlines and manage competing requests from multiple clients
Strong problem solving skills,
Project management skills including selecting, proposing, performing, and evaluating small to larger projects and leading technical teams
Knowledge of Information Communications Technology security best practices, requirements architecture solutions. (Microsoft, Sophos, Checkpoint, Barracuda)
Valid Yukon Class 5 drivers license, able and willing to travel within and outside Yukon, able to lift more than 10Kg
EMPLOYMENT HISTORY
Desktop Support Specialist March 2016 to Present
Collabera Canada Inc.
Collabera offers 3rd party I.T. support services to large corporations. I am placed with WUBS (Western Union Business Solutions) where I am in charge of offering support to the western half of Canada. WUBS is the cooperate side of Western Union acting much as a bank and commodities trader, as well as moving large amounts of monies for large scale operations, banks and governments. My work entails resolving end user issues, networking and server side issues. I also do project management and implementation for the western region. This includes but is not limited to corporate wired and wireless networks including Microsoft server, Active Directory, and exchange server as well as telephony and utilizes many different software applications.
Service Technician December 2015 to March 2016
Dial-A-Geek Consulting
Dial-A-Geek Consulting is a computer sales and service business. Working as a field service technician involves onsite home and corporate computer repair and maintenance, design and implementation of home and corporate wired and wireless networks including Microsoft server, Active Directory, and exchange server as well as trouble shooting, repair and maintenance, and elite customer care and individualized customer service and instruction
President/Owner March 1998 to May 2015
JarWin Enterprises Ltd.
JarWin Enterprises Ltd. is a computer sales and service business which specializes in custom-built computer systems, home and corporate computer repair and maintenance, design and implementation of home and corporate wired and wireless networks including Microsoft server, Active Directory, and exchange server as well as trouble shooting, repair and maintenance, and elite customer care and individualized customer instruction. Also assists individual customers and non-profit organizations with audio/visual production and desktop publishing.
Service Manager January 2013 to June 2013
Mid Arctic Technology Services
Oversaw computer technicians and regularly assigned them to projects as well as to emergencies and emerging issues.
Overall scheduling of staff.
Processed orders and billing for products.
Managed multiple projects for several clients concurrently, including multi-stage and multi-location projects with multiple stakeholders and clients.
Directly provided customer service care as well as ensured that corporate customer service levels were maintained.
Provided product sales and service sales to home users, large corporate accounts, and governments.
Performed new client as well as existing client needs analysis, security and best practices auditing.
Worked with clients to gather business and process requirements and translate them into specifications ensuring the end product met established requirements of the client.
Ensured proper licensing compliance which included internal as well as client licensing.
Acted as Account Manager for over 60 business clients on a regular basis.
Defacto CEO for daily operations of an IT service and hardware delivery company which included business development and ongoing client needs assessment.
Enforced corporate ICT policy and best end user practices within the organization and to corporate clients.
Designed, built, integrated and maintained a variety of essential IT solutions for several clients throughout the Yukon.
Built and maintained relationships with suppliers, contractors and clients.
Conducted and led research projects to discover new and emerging IT technologies that could be utilized by clients.
Network Administrator/Manager, ICT May 2010 to January 2013
Ta'an Kwach'an Council
Provided Information Management (IM) and Information Communication Technology (ICT) services, including the maintenance of the Microsoft Active Directory, Microsoft Exchange, Firewall appliances, RDP and secure remote connections, employee information, and the implementation of latest ICT practices.
Responsible for the information technology services of the day to day support of the overall network, internet, intranet and WEB systems connectivity to the Ta’an Kwäch’än Council and its various locations.
Developed ICT policy and helped other departments interpret new and existing policies.
Responsible for the performance, infrastructure and modernization of the corporate network and the end-user application framework with the view to allowing and ensuring a maximum level of productivity throughout the organization on a consistent and timely basis.
Enforced established corporate ICT policy as well as implementing emerging best practices.
Planned each year’s list of projects then conducted each project from inception to conclusion, including final reports to Senior management and Council.
Ensured proper licensing compliance.
Conducted ongoing needs and process analysis discussions with other TKC departments to identify emerging needs and new technologies which could meet existing needs.
Developed a Computer Training Lab and delivered regular staff workshops. Worked with outside instructors, as necessary.
Developed specifications for required hardware and software then administered a Request For Quote competition for the required items.
Designed, built, integrated and maintained a variety of essential IT solutions.
Conducted assigned research projects to discover, test and implement new solutions.
Provided technical input into the review and updating of strategic corporate IT solution policies, standards, procedures and guidelines.
Identified and implemented strategic integrated products for core network service components, as well as for desktop hardware and software, the servers, operating systems, printers, etc.
Managed the day-to-day operational aspects of the corporate solutions infrastructure, including performing required preventive maintenance activities, managing assets and licenses for various IT solutions and maintaining network performance statistics.
IT Analyst October 2009 to January 2010
Minto Exploration, Capstone Mining
Responsible for on-site IT support for computer hardware, software and peripherals.
Provided support for small to large enterprise printers.
Maintained both camp and professional WIFI networks.
Maintained the inventory of computers and peripherals.
Enforced established corporate ICT policy as well as implementing emerging best practices.
Ensured proper licensing compliance.
Worked closely with the satellite internet provider to ensure connectivity of the mine site network and the VoIP (Voice over I.P.) phone system.
Senior Technical Support Specialist 2 September 2007 to June 2009
City of Whitehorse
Responsible for help desk calls for second level technical support.
Act as Manager, Information Systems Dept, as required.
Ensured that the I.S. Department met required customer services levels.
Worked with Manager of I.S. Department to improve customer service levels.
Managed help desk calls including assigning of calls, escalation of calls and quality assurance.
Implemented major system changes on the employer’s infrastructure such as upgrades to switching and routing technology, and wireless connections.
Ensured employer compliance with all software licenses.
Worked with client departments to gather business and process requirements and translate them into specifications.
Acted as lead on several Request For Quote and Request For Proposal processes.
Enforced established corporate ICT policy as well as implementing emerging best practices.
Provided advanced user training for desktop operating systems and applications such as configuration of Windows, setting options in applications, etc.
Participated in the Enterprise Resource Planning (ERP) project which included selection, implementation, education and change management within the organization. A multi-year multi-million dollar project that changed all software applications within the organization.
Worked with other team members to provide technical input to develop IT policies and practices.
Ensured adherence to strategic corporate IT solution policies, standards, procedures, and guidelines.
Developed and presented specifications for projects. Upon acceptance, managed the project including all progress reporting and communication (information releases to affected staff and updates). I concluded the project and submitted all final and wrap up reports (e.g. Office 2007 roll out across the organization, upgrade of SCADA (supervisory control and data acquisition) server hardware environment (water and waste service control system), development and roll out of information kiosks, etc.).
Directed and trained reporting staff, and contributed to their recruitment, performance appraisals and disciplinary action.
Part of the implementation of identified strategic integrated products team for core network service components, as well as for desktop hardware and software, the servers, operating systems and printers.
Managed the day-to-day operational aspects of the corporate solutions infrastructure, including performing required preventive maintenance activities, managing assets and licenses for various IT solutions, and maintaining network performance statistics.
Designed, built, integrated and maintained a variety of essential IT solutions including switches and wireless access points. Participated in research projects, and led the deployment team for new IT solutions.
Technical Support Specialist 1 September 2006 to September 2007
City of Whitehorse
Responsible for responding to help desk calls for first level technical support.
Performed basic system administration tasks relating to user account creation, password changes and associated batch file and logon scripting tasks.
Configured, installed, upgraded, supported and assisted end users with desktop workstation hardware, software, network printers and other peripheral devices.
Worked with client departments to gather business and process requirements and translate them into specifications.
Help developed and worked with C.A.S.T (Computer Assistance Support Team) to provide user training workshops.
Provided basic ad hoc user training for desktop operating systems and applications.
Directed and assigned helpdesk calls to the proper specialist.
Enforced established corporate ICT policies as well as implementing emerging best practices.
Instructor May 2007 and 2008
Yukon College
Designed and instructed a week-long computer servicing program for the Trades Exploration and Preparation for Women course, wherein the students built their own computer from start to finish, including installing hardware and software, and basic training for desktop operating systems and applications.
Owner/Operator July 1998 to March 2004
The Holodeck
The Holodeck was operated as a gaming facility and internet point of access in downtown Whitehorse. Day-to-day duties included:
Maintenance of equipment and the network.
Design and construction of computer systems for customers.
Design and implementation of networks for both home and corporate applications.
Assistance to customers with email and general computer problems.
Liaison with suppliers and wholesalers.
Management of staff (scheduling, training, recruitment).
Design and instruction of short computer training courses for Northwestel, Starting Points and Kwanlin Dun First Nation, as well as YG, Department of Justice.
Maintenance of a state of the art last generation highly secure LAN open to the general public and enforcement of corporate security principles.
COMPUTER SKILLS
Hardware; Repair and maintenance of various computer hardware components such as desktop and laptop computers and peripherals, printers and network hardware, including switches, servers, and large scale printers, Virtual environments, Thin clients, Tablets, smart phones.
Software; Proficiency in Microsoft Server 2003, 2008, 2012/Active Directory, Windows, Exchange, Windows 8, Windows 7, Vista, XP, Microsoft Office Suite, Microsoft network operating systems, Adobe Dreamweaver and Adobe Photoshop as well as many more applications.
SKILLS
Excellent verbal and written communication skills
High dedication to customer care and service
Experience in conflict resolution, negotiation and mediation (through work as President, Y023 (PSAC/YEU) and private enterprise)
Ability to prioritize and excellent time management skills
Strong problem solving skills
Project management skills including selecting, proposing, performing, and evaluating small to larger projects
REFERENCES
References are available upon request.
Contact this candidate