Manager Technical Support
Resume:
Mr. Mike Desjardins, MCP
*******@*******.***
IT Related Experience
17+ years
Security Clearance
Government Secret Clearance
Languages
English
PROFILE
A results-oriented IT Professional with experience in systems and network architecture, installation, implementation, integration, project management, client technical support and administration. Very proficient in MS Office Applications.
14+ years of onsite technical experience in computer Integration with extensive customer training experience and Subject Matter Expertise.
Skilled Call Centre Service Excellence Coach
In-depth expertise in computer telecommunications; strong technical, mechanical and software skills. Strong “hands on” knowledge of customer service and client accounts.
Proven business acumen, excellent interpersonal skills, organized and punctual. Track record for diagnosing complex problems and consistently delivering effective solutions.
Dynamic communication, presentation, negotiation, and relationship management skills.
Key Project Contributions
Coordinated, reprogrammed, and reconfigured company infrastructure for transition to new location.
Upgraded and deployed new Windows 2003 Server, Exchange 2003 Server and Norstar Phone System.
Effectively implemented a companywide Office 2007 upgrade for 50+ desktops.
Designed and Implemented VERITAS Backup Server using 6 Tape Certance autoloader tape drive.
Deployed Servers, Switches, and 8Kva commercial UPS system.
Wrote and Conducted First Training Course offered by Pronexus.
Traveled extensively to perform on-site technical training and custom installations of auto-attendant and IVR systems.
Implemented a network wide anti-virus strategy for a Natural Resources Canada.
PROFESSIONAL EXPERIENCE
Project # 1
Current – Freedom Harley-Davidson
Service Advisor/Writer
September 2014 – Present
Summary Description: Receives customer vehicles, discusses problems and service needs, schedules work with Shop Foreman to assign jobs to service technicians and communicates job status to customer. Backup Forklift operator as needed.
Major Duties and Responsibilities:
Lists customer concerns, and clearly describe them on the repair order.
Estimate costs and completion times at point of sale. Clearly communicate them to customer.
Review work-in-progress to ensure quality and timeliness.
Occasionally assist technicians when there is a question regarding work to be performed.
Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used before job starts.
Perform cashier functions, as needed, provide thorough explanation of repairs to customer.
Make estimates for internal Repair Orders.
Open & close all customer paid, warranty, and internal repair orders.
Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items.
Become familiar and efficient with all phases of the computer system required for service & parts management.
Greet customers immediately, in a courteous and friendly manner.
Handle telephone transactions quickly, and courteously.
Notify customers ASAP of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
Sell P&A and additional services by pointing out service specials or additional work needed.
Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
Give special attention to repeat repairs to ensure the situation is corrected.
Avoid making commitments which cannot (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.
When required, maintained and updated service department pc’s and network. Liaised with IT Lead for all network and software related issues and repaired accordingly.
Project # 2
Primus Telecommunications Ottawa
Service Excellence Coach, Business Support Services
January 2014 – September 2014
Project Description: Responsible for improving the level of customer satisfaction and first call resolution of the agents through regular monitoring of the interactions handled by identified employees within assigned teams. Provided on the spot tips and techniques for improvement, drawing from their strong skill set and experience to improve both the agent’s soft skills and quality of information provided to the customer base.
Tasks Performed:
Monitoring quality of messaging, customer focus and success of techniques used by agents when responding to a full spectrum of client inquiries on a daily basis
Monitor and report on the extent in which performance statistics are met or not and alert management
Listened to 5 calls/week (3 side by side, 2 remote) per agent identified by management, with a focus on individuals who would benefit from the opportunity for one-on-one support and coaching to fine tune their skills (70% of my work week was dedicated to quality monitoring)
Identifying and resolving customer issues quickly and effectively providing exceptional customer service
Ensuring proper handling of calls
Ensuring staff was kept fully informed of changes as they arise
Provided statistical reports as required
Developed and maintained procedures for proper management of workflow
Understanding the needs of the customer and advising management of opportunities to improve
Provided ongoing guidance, support and training to staff in order to develop professionally
Developed and implemented new training programs
Coached, guided and developed the team to provide feedback in a constructive and supportive manner, with a goal of broadening the knowledge of the agent and correcting any misinformation being shared
Completed quality monitoring forms for all interactions monitored
Summarized the areas of focus per individual monitored on a weekly basis, to ensure continued growth and development through the Coaching process
Provided an overview to the Manager of accomplishments and areas of future focus for improvement for team members
Maintained confidentiality at all times regarding agent coaching, feedback and metrics
Met with Manager no less than bi-monthly to share best practices and ensure consistency within the team
Monitored and tracked trends, working in partnership with Management/Training team to address common concerns and to share learning from the floor
Led by example, demonstrating a positive attitude and a commitment to a positive client experience at all times
Other duties, as required or assigned
Environment: Windows, Cloud Environment, Call Centre Web App, DSL, T1, LAN Extensions
Project # 3
Harley Davidson De L’Outaouais
Motorcycle Technician (PHD Trained)
April 2012– September 2013
Tasks Performed:
Provide prompt, dependable, high quality, vehicle service to (internal & external) customers.
Complete repair work within the scheduled or allotted time period whenever possible. Continually improve this “efficiency” skill.
Maintain productivity (time spent working on billable jobs) as close to 100% as possible.
Accept work assignments from Service Writer/Manager.
Request parts for the job as early as possible when needs become known.
Perform service, repair and customization work in accordance to factory specifications.
Troubleshoot and repair using "State of the Art” software diagnostics and equipment.
Assist Service Writer, when requested, with writing up work orders, communication with customers, test riding, or any other issue which will help ensure customer satisfaction.
Notify Service Writer/Manager of additional work needed or any delays in expected completion as soon as they become known so that customer may be contacted and notified of the delay.
Ensuring proper completion and filing of paperwork.
Keep work areas as clean as possible and assist others with maintaining shop cleanliness.
PROFESSIONAL EXPERIENCE
Project # 4
Compugen (Élisabeth Bruyère Hospital)
Integration Consultant/Implementation Technician
April 2012
Project Description: Overseeing a 10 day installation for a medical research project for the Canadian Longitudinal Study on Aging (CLSA). Responsible for all installations and testing of various medical and examination equipment. Setup and performed live testing with medical staff on all the integrated devices and software. Ensured successful connectivity between the study location and the Linux data collection servers. Worked under strict deadline and completed setup within specified timeframe.
Tasks Performed:
Oversee the integration of up to 14 systems and PC’s in a medical research environment.
Configuration of 8 desktops and 6 laptop computers to communicate to a Linux based data collection server.
Installation of various medical testing device software components.
Integration and testing of medical devices and appliances for use in the study.
Installation and testing of scanners, barcode readers, signature pads, blood pressure readers, weight scale, spirometers.
Conducted live testing and training on basic medical system setups and configuration.
Environment: Linux, Windows, Cloud Environment, Tomcat Server, Web Interface to Data on Cloud
Project # 5
Desjardins Painting (3991261 Canada Inc.) 2009-2012
Business Manager
Project Description: Managed all employees, sub-contractors and admin staff. Implemented/configured company cell phone plans. Created and uploaded/maintained company website. Configured wireless networks and access points for employees and service staff members.
Tasks Performed:
Managing all aspects of business.
Responsible for Accounts Receivable/Payable and Company Wide Payroll
Successfully integrated QuickBooks Premier Contractors Edition to replace paper accounting system.
Setup and configuration of multi-system office environment.
Installation and training of Office 2003-2007 products.
On site daily management of 25+ sub-contractors.
Estimating, Quoting, PR with Builders, Suppliers and Clients
Responsible for all cell phone contracts, setups and configurations
Project # 6
Pronexus Inc.
Manager, IT and Systems Integration
February 1999-October 2008
Project Description: Overseeing all network connectivity, implementation, integration, and troubleshooting for servers, routers, remote access, storage devices, printers, and scanners as well as all desktop and laptop computers and related peripherals. Telephony Systems integration duties include project management of customer application deployment. Defining deployment project schedule, scope of on-site work, risks and workarounds. Visiting client sites to deploy and test telephony systems. Responsible for flagging issues that require escalation to management, sales and support departments. Performing quality assurance testing of custom application solutions, on-site installation, testing, verification and hands-on customer training. Heavy exposure to and technically proficient in all versions of Windows Operating Systems, Office 2003/2007, Exchange Server 5.5/2003, Windows Server and various other productivity and utility software.
Tasks Performed:
Responsible for daily operations of company IT Infrastructure and telecommunications systems including, Norstar MICS, Asterisk PBX and MS Exchange Server. Performs all desk side support and user training. Setup and training of new recruits.
Effectively supervise all network connectivity; implementation, integration, and troubleshooting for servers, routers, remote access, storage devices, printers, and scanners as well as all desktop and laptop computers and related peripherals. Including Windows XP/Vista and Office 2007 Upgrades.
Planning, testing, recommending, and implementing network, file server, mainframe, and workstation hardware and software
Responsible as well for research, negotiation, purchasing and implementation of telecommunications and infrastructure related hardware and software.
Environment: Windows XP/Vista, MS Office 2007, Windows Server, Exchange Server, Linux, SQL Server, Asterisk VoIP, Nortel, Microsoft Speech Server, T1 PRI, PBX, ISDN.
Project # 7
Pronexus Inc.
Manager of MIS and Support Services
August 1996- February 1999
Project Description: As manager of MIS and Technical Support he was completely responsible for the creation of policies and guidelines for support staff. Performance appraisals, hiring, motivational training. Other duties included senior front-line support and quality assurance testing of our core product (VBVoice). Performed some Visual Basic development as required. Heavy exposure to and technically proficient in all versions of Windows Operating Systems, Office, Exchange Server 5.5, Windows Server and various other productivity and utility software.
Tasks Performed:
Successfully managed MIS and Technical Support; conducted on-site developer training, managed hardware and software inventory, and IT department administration. Current and new account management.
Conducting technical research on network upgrades and components to determine feasibility, cost, time required, and compatibility with current system
Effectively handle performance appraisals, staff hiring, and motivational training; responsible for creation of company policies.
Serve as senior front-line support, providing quality assurance testing of products.
Project # 8
Digital Equipment/Microsoft
Support Specialist and Team Focal
August 1995-July 1996
Project Description: As Team Lead and Focal for the various technical support departments, he was responsible for the creation of policies and guidelines for support staff. Performance appraisals, hiring, motivational training. Other duties included escalation front-line support, customer intervention and some on-site consultation.
Tasks Performed:
Proficiently provided comprehensive Windows 95 user support for clients through telephone consultation.
Was promoted to lead a team of technical support analysts for Micron Electronics Inc.
Successfully managed hardware and software troubleshooting for various helpdesks.
Promoted to team lead and focal for Digital’s group of various helpdesks. (Pepsi, Glaxo-Wellcome, Natural Resources)
Effectively collaborated with various government agencies providing call management, routing, and end user software support.
Project # 9
QTECH Hybrid Systems Inc.
Junior Programmer
1995-1995
Programming in Visual Basic and implementing a Microsoft Access Database. Using Crystal Reports, generated statistics from a Visual Basic/Access Environment with SQL search strings.
Project # 10
Statistics Canada, Informatics User Service Division
Junior Technician
1995
General troubleshooting, repairing and upgrading personal computers and related peripherals using a variety of diagnostic tools and software.
TECHNICAL SUMMARY
Platforms and COTS: Windows 95/98/NT/2000/XP/VISTA/Windows 7-10, Windows 2003 Server, Microsoft Speech Server, Terminal Services and Redhat Linux, Microsoft Exchange Server 5.5/2003, Sugar OpenSource CRM, Goldmine CRM, Sata RAID
Telecommunications/Networking: Norstar MICS, TCP/IP, Wireless, Asterisk (running on Linux), ISDN/T1, PSTN, Dialogic (analog and T1), PIKA and Rhetorex (analog and T1) Telephony Boards, CAT 5 Cabling, DSL. Various switch integration troubleshooting
Applications: Microsoft Office 2003/07, VERITAS Backup Exec 12.0, AVG Antivirus for Networks, QuickBooks 2009 Pro contractor Edition, Adobe.
Tools, SmartPhones, etc.: Diskinternals, FTP, GHOST, RDRIVE IMAGE, Blackberry, Blackberry PlayBook, IPhone, IPad, Xerox ColorQube Printers, HP LaserJet, iPhone, iPad.
Specialty Software/Devices.: CardioSoft, GE Medical Systems, Vivid-I Ultrasound setups, various other medical testing software, Call centre ACD software, contact management software.
EDUCATION
Programmer Analyst Diploma, CDI College
LAN Systems Technology Certificate, CDI College
Windows Office Applications Certificate, CDI College
Microsoft Certified Professional, MCP, Smart Cerify
Government of Canada Secret Clearance, PWGSC
Attended police sciences, Algonquin College
Level 2 PHD Trained Harley Technician, SumTotal Learning Systems
Forklift and Propane Certification, January, 2015
WHMIS Certification, January, 2015
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