Matthew S. Powers

**** *** ******, *** ***· Edmonton, Alberta· T5K 0E4· 780-***-****

adbly9@r.postjobfree.com

Profile

I’m a highly motivated individual who adapts quickly to any work environment. I can work independently or as a member of a team, trainer or lead. I’m computer literate with an education in Computers and Business Management and Telecommunication, corrections, security and financial advising.

Objective

To find challenging work to assist both academically and financially in pursuing life goals.

Employment History

SNS Technologists/Solut – Edmonton, Alberta

Purchaser and Software Licensing Manager July 2015 to Feb 2019

Using Connectwise as a ticketing system managing orders for technicians, projects team and VCIO department and internal purchasing. I worked closely with our accounting department on creating purchase orders/sales orders, RMA, maintaining local inventory and loss management. Developed training for all technicians regrading ordering Office 365 CSP how to place, order and research solutions ranging from Adobe, Microsoft, Storagecraft, Fortinet, Cisco, Polycom, Avaya and all our distribution channels.Resolve all RMA requests and registered deals. I would assist with managing products in our Connectwise for inventory, non-inventory, services and managed services agreements for all our clients. Created and managed all quotes for the company in ConnectWise Sell /Quosal. Created workflows from Configurations for auto renewals for backup software, warranty renewals for server, switches, storage solutions, domains, certs, adobe cloud reseller program and VoIP licensing for either Polycom and Fortinet as well as Microsoft volume licensing and Office 365 CSP. Providing ETA on all shipping and receiving in a timely manner for the company and serialization of our in house inventory with a count on a quarterly basis. I would work with leadership and accounting to determine cost saving and markups while registering deals with companies such as Dell, Lenovo, HP, Microsoft, Fortinet, StorageCraft,Adobe, Ruckus and more. Oversee all orders made by all members of the company. Attend meetings with Vendors to bridge our partner relationships and assist with roll outs and training for new products and sales and source new reseller programs aligned with our product stack.

Terry’s Catering – Mayerthorpe, Alberta

Caterer/Bartender/Dishwasher/Cashier June 2016 to present

In this role I would assist with Prep, cooking, cleaning, serving at special events such as Wedding receptions, funerals, Graduation, Live bands and concerts. We would operate out of kitchen’s, churches anywhere there’s a licensed kitchen up to code. We have catered to events from 10 to 450 people. Working with cash sometimes out of their local hockey arena serving their community. This is a family business.

Longview Systems Inc – Edmonton, Alberta

Systems Analyst for Longview Systems /contracting to Enbridge Service desk February 2010 February 2015

I answered inbound calls and case management for emails, tasks, software and hardware diagnosis and departmental ticket delegation. We would work with Active Directory to reset password, set permission and add to security groups. I Managed stock and asset management for RSA remote security devices for Enbridge dispatching to all desktop regions, individual employee’s and assisted with Tier 2 in escalated VPN troubleshooting scenarios. I also ordered and shipped mobility products including air cards, hotspots, mobile phones (Blackberries, iphone’s, Samsung’s with Android all using Mobileiron).I Communicated with Vendors for activations and escalated issues. I used Blackberry Enterprise Server for “over the air” activations and configuration of all Blackberry devices. Imaged Laptops and Desktops for clients and deployed to the client and configured. I worked “On call” support during afterhours and weekends for escalated service desk emergencies. Also conducted audits and monitoring of other employee and coaching for meeting SLA’s.

Matkovic Holdings Ltd

First year Insulator November 2009 February 2010

Manual Laboring fitting Pipes with Polyethylene, Mineral wool, PVC and Metal insulations in a water treatment plant. Performed mainly clean up, driving employee’s to and from site.

IBM – Edmonton, Alberta

Bilingual Helpdesk Support Representative October 2009 November 2009

I assisted with simple user support issues, password resetting and wireless internet support. Identifying support

Criticality issues to Deskside department or user support departments. Usage of Citrix based software, Lotus notes, Windows 2000, Windows XP, Windows Vista support environments was essential. Advised on IMAC file processing procedures and approved access along with Remote assistance if needed. Escalated critical support

incidents through management and relative to criticality.

Shaw Cable – Edmonton, Alberta

Technical Support Representative (Cable, Internet, Digital Telephone) April 2008 to April 2009

Supporting technical diagnosis for such products as Analog and digital cable television, digital phones dealing with such things as porting, assigning Telephone numbers, and internet and computer support. I dealt with dispatching and customer services including sales and billing for all products. Case management for follow up, return call queue for difficult unresolved issues.

Dell Canada – Edmonton, Alberta

French L2 sr. Technical Support (Federal & XPS) &

Bilingual Canadian P&P point of Contact Jan 2008 to April of 2008

Coaching and monitoring metrics of our French teams. Directing department such as RSD/REC/ACE/SOC/ECC to the appropriate department according to policy. Assisting in the Migration of RSD department to Round Rock Texas headquarters, including writing policy, and revising policies being adopted by our Canadian teams and more. Dealing with live escalations concerning satisfaction, customer care, sales, and technical support arisen problems. Working with management

RSD (Resolution Service Desk) Bilingual Agent July 2007 to April of 2008

Full time position monitoring dispatches, creating system exchanges, dealing with web, sales, customer care and executive escalations. Resolving escalated technical problem both in English and French. Supporting French/English agents in advice and resolving procedures and policy. Creating training documents for new procedures and implementations. Being a system material expert on tools for the job, and dispatching procedures along with policy for Canadian business procedures.

L1 Technical Support Agent – May 2006 to July 2007

Full time position supporting Canadian with hardware warranty technical support. Supporting hardware and software diagnosis, installation instruction, dispatching and best effort with 3rd party software/hardware support.

Initial Security – Edmonton, Alberta

Control Operator and Scheduler – September 2005 to April 2006

Full time position answering calls regarding guard’s whereabouts on sites, interaction with clients and office staff. Scheduling guards for job sites in case of emergency or sickness, or new business. Interaction reporting with field supervisors and duty managers to decide on issues such as injury, fire, break in, alarm responses and dispatching.

Toronto Dominion Ebank – Edmonton, Alberta

E-bank Telephone Banker – December 2004 to July 2005

Part time position as a level 5 banking rep, doing such things as day-to-day banking along with sales

and quota goals and quality goals. Processing transaction accurately and in a timely manner along with

giving customers a comfortable experience and meeting sales goals and objectives.

Convergys – Edmonton, Alberta

Quest of Excellence Quality Coach – August 2004 to November 2004

Full time position monitoring and coaching reps within call center and promoting social skills and educating on deescalating tactics and ownership of calls as well as doing one on one feedback.

AT&T wireless representative – November 2002 to August 2004

Full time position aiding inbound customers with their bills, rate plans, and troubleshooting problems relative to wireless phones. Use of software programs designated in assisting inbound customers on specific GUI system with Axys and Siebel.

Canadian Tire – Edmonton, Alberta

Sales Representative – June 2002 to Oct 2002

Full time position on floor giving customer service, as well as answering phones and giving customers full service over the phone. Also using their database to manage and give information about current inventory and sales.

Baffin Correctional Center – Iqaluit, Nunavut

C01 correctional officer – July 2001 to August 2001

Full time position as prison guard which included duties of creation of government document as well as human relations and monitoring of inmates health and whereabouts’. Also included physical takedowns and escorting.

Arctic Ventures – Iqaluit, Nunavut

Manager/Cashier/ Laborer – May 2001 to August 2001

Full time position as Manager of Literature and Entertainment also includes duties of ordering, processing invoices, giving customer service, database management, stock management and cashier.

C.L.E.Y (Culture Language Elders and Youth) – IQALUIT, Nunavut

Financial Clerk/Database Manager/French Translator – July 2000 to August 2000

Full time position including duties of responding to legal documents, database input and management. Also Translation of Government documents.

Wal-Mart - Port Hawkesbury, Nova Scotia

Cashier/ Warehouse Laborer – April 1998 to June 2000

Part time position performing a variety of duties under various supervisors. Hard labour including stocking store shelves and unloading trucks. Assembling sports equipment, furniture, bikes and lawn products. Department work including customer relations and cashiers duties.

Education

Saint Mary’s University – HALIFAX, Nova Scotia

University Student from September 2000 to 2002

Completed two years of Bachelor of Commerce majoring in Computer and Business Management

S.A.E.R.C. Secondary School – Port Hawkesbury, Nova Scotia

Graduating Class 1999/2000

Completion of high school diploma and achievement of Provincial French Certificate for studies in emersion.

Junior Achiever's - Port Hawkesbury, Nova Scotia

September 1999 to May 2000

Introduction to general business practices, personal business representation and entrepreneurship. Identifying a market and developing a business plan. The recognition of personal strengths and there practical applications to a career.

Courses and Experience

Windows 95, 98, NT, ME, XP,Vista,Windows 7, Windows 10

Microsoft Volume licensing Specialist

Adobe Cloud specialist

Introduction to QuickBooks online

Microsoft Office Professional 2000,2003,2007,2010 and Office 365

Excel and PowerPoint and SharePoint administrating

Ticketing systems such as Axys, Siebel, Remedy 6-8.1and Service Now, Connectwise

Active Directory work for access, password resets, and software deployment and user administration

W.H.M.I.S. Training

Organizational Behavior 1 & 2

Customer Relations Training

DCSE certified

CSTS

First Aid

ProServe/ Sell Safe Cannabis Staff Training

Skills

Fluent oral and written communication in both French and English

Conduct teleconference meetings, training and acting on the Change Advisory Board according to ITIL

Task orientated, and can multitask and manage and monitor incident within a business environment

Hardware repair warranty work on all models of laptops and desktops including imaging

Asset management for stock and licensing

Blackberry Enterprise server and Android and Apple devices for mobility

Extension network diagnostics and hardware diagnosis.

Worked with Cisco for and IP phones.

Administrated RSA security and complete deployment

Remote desktop support knowledgeable

Worked with Active Directory for account creations and deletions, provisioning of AD groups and software packages.

Assisted with the maintenance of multiple knowledge base systems used by different contracts

I’ve operated DJ equipment for over 20 year, using mixers, microphones, video cameras, turntables and software/hardware interfaces such as Serato.

Volunteer work

SNS Technologists – Edmonton, Alberta 2018

I planned and coordinated a dinner at the Charity Ronald McDonald House. Prepped meal for 60-70 people, we made Spaghetti and meatballs, Caesar salad and chocolate chip cookies. The added touch was we made every from scratch,fresh pasta.

Longview systems – Edmonton, Alberta 2015

I was able to bring my turntables and audio equipment to quarterly events, setting up microphones and mixers for controlling audio. I also played our 5 year Enbridge anniversary party with music on the River boat in Edmonton working with their current AV equipment.

S.A.E.R.C TV - Secondary School – Port Hawkesbury, Nova Scotia 1995-2000

We would set up audio and visual equipment for school dances, pep rallies and fundraisers for the local hospitals and charity groups. This would include operating video cameras, microphones and speakers and mixers boards along with audio equipment, CD, DVD, Mini discs.

Prometheus Place Community Center – Port Hawkesbury, Nova Scotia 1999-2000

I supervised the community Center. Provided general guidance and services for youths and operation of a canteen. Along with organizing youth events from hikes, video game challenges.

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