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Michelle Bainbridge
Profile
Network Administration Systems Engineering, Office Technology, Dealing with Difficult People, Train the Trainer, Time Management, Critical Thinking and Problem Solving, Responding to Conflict, TICO certified (Travel Industry Council of Ontario)
Professional Highlights
exactEarth (February 2012-present)
Customer Support Representative – April 2013 – Present
Troubleshoot, diagnose, and actively resolve customer issues in a timely manner including answering incoming customer calls, emails and Customer Support Portal tickets
Work on analysis projects with various other departments to resolve customer issues and improve processes as well as product functionality
Create maintain and update Customer Support user manuals and internal knowledge bases as business processes change or new applications are introduced
Troubleshoot and work in pressure situations and undertake new tasks as assigned
Create and deliver monthly reports by deadline
Support the Customer Service Manager with additional tasks and work some on-call situations
Work closely with the Operations Department to ensure any issues that affect customers are identified and communicated in a timely manner.
Quickly recover from any product downtime and provide historical data to customers
Network Centre Operator – February 2012 – June 2014
Proactive monitoring of Network infrastructure
Troubleshoot, diagnose and test all issues that are raised and where necessary escalate to the relevant technical areas
Identify payload issues and promptly escalate to technical authorities ensuring payload health is maintained
Create, maintain and update all Operations user guides and internal knowledge bases as the business processes change or new applications are developed
Shift work and On-call service will be required on a rotating business; Undertake new tasks as assigned
Troubleshoot and work in pressure situations
Descartes Systems Group (October 2010-November 2013)
Incident Management Center Representative
Managed Network Monitoring Systems and responded to and addressed system generated alerts
Reacted quickly to problems and followed procedures to orchestrate solutions
Created and tracked interactions, problems, updated incidents in tracking tools by abiding to formats and ensuring timely and accurate updates
Created and maintained documentation
Managed escalation and response teams within all IT and product groups
arvato digital services (March 2010 - May 2010)
Supervisor
Supervised a team of 15-25 agents
Managed team stats and made sure agents knew what their stats were each week
Developed and delivered Enhancement Plans weekly to show agents how they were progressing and where they needed to be
Monitored agent calls and delivered results weekly
Coordinated daily progress meetings with agents
Centerbeam (December 2008 -January 2010)
Remote Technical Support Specialist
Customer support handling technical issues such as troubleshooting end user applications, network connectivity(IPSec, VPN, Citrix administration), Active Directory administration, Mail flow in the exchange environment and Blackberry issues.
Worked Remotely using CBRC (Bomgar) to access customer's computers to resolve a multitude of issues
Resolved cases in Remedy
Answered calls within the 60 second Average Speed of Answer based on service level agreement
Succeeded in delivering first call resolution via inbound calls, email, or voicemail
Sitel (February 2003 -December 2008)
Coach
Managed a team of 10-25 agents
Managed team’s payroll
Monitored agent calls and delivered feedback weekly
Managed KPI’s – SLA, aux times, call times etc.
Owned all escalation calls until resolved
Completed ongoing corporate training
Chaired weekly team meetings
Developed sales incentives weekly
Documented and delivered corrective action as needed
Led one on one weekly meetings with agents
MCAP (2001 - 2002)
Receptionist/Mail Clerk
Registered all incoming payments
Opened all mail and couriers and distributed accordingly
Processed all out-going mail and couriers
Maintained spreadsheet of all invoices and payments
Welcomed all walk-in clients and directed concerns to the correct department
New Apostolic Church (1998 - 2001)
Administrative Assistant
Supported the printing and mailing department
Ordered publications from various printers world-wide
Checked invoices and shipping documents before submitting to accounting
Managed membership database
Typeset and proofread manuscripts for creating Sunday School books in dual languages – English/”other language”
University of Waterloo (1997 - 1998)
Administrative Secretary
Drafted corporate communications of behalf of the Director and Associate Directors
Facilitated survey results
Managed entry of travel and expense data into company database
Assembled and distributed relevant information to department members
Generated staff listings using FileMaker Pro
Skills
Management
Organized, work well under pressure, attention to detail, professional demeanor, work independently or in a team, enthusiastic and motivated, excellent customer service and communication skills, both written and verbal, keen to learn and develop new skills, First Aid/First Responder
Technical
A+ certified, Remedy, Bomgar, Nagios, SCOM, IPMonitor, Websphere, Big Brother, Argent, Robot & Heartbeats Monitor, Windows Server 2008, Active Directory, Exchange, Windows 7, Network Infrastructure, Strong analytical and problem solving, strong knowledge of Microsoft products, Net+, Server Administrator, Windows Desktop, Blackberry Server Admin
Education
Network Administration Systems Engineering
Conestoga College, Kitchener, On
2011
Office Technology
NBCCSJ, Saint John, NB
1996
References
References are available on request.