Information Technology, Business, Management, Customer Service

Vicky Myrick

** ******* *****

Mount Pearl, NL A*N 2G8

Cell: 709-***-****

E-mail: *********@*****.***

Education

September 1994 – December 1995 - Diploma - Honors

Electronics Servicing Technician - The Career Academy, Newfoundland and Labrador, Canada

Courses included were Microcomputer Troubleshooting, Machine Language Programming, Microprocessor Interfacing, Software Diagnostics, Analog and Digital Theory, and Communications Theory.

September 1993 – August 1994 – Diploma - Honors

Microcomputer Specialist - The Career Academy, Newfoundland and Labrador, Canada

Courses included were Canadian Business, Office Technology, Operating Systems, Networking, Accounting Fundamentals Theory, Simply Accounting, AccPac, Microsoft Excel, Lotus 123, dBase IV, Keyboarding, and Harvard Graphics.

1986 - 1989

High School Diploma

Holy Heart of Mary Regional High School, Newfoundland and Labrador, Canada

Awards

1995

Award of Overall Excellence, Scholarship Award of Academic Achievement - Electronics Servicing Technician,

The Career Academy

1994

Award of Overall Excellence - Microcomputer Specialist - The Career Academy

Experience:

2019 - Information Technology Specialist

OnX Canada - Contract

•Acted as additional support as an Infrastructure Analyst with Newfoundland Power's IT Help Desk.

•Duties included handling incoming calls, walk-ins, chat, and e-mail inquiries from Newfoundland Power employees, supporting dozens of software applications and iPhones for the entire company across the province.

•Used various tools including but not limited to: Avaya, Cisco Jabber, Microsoft Outlook, Citrix apps, MS Exchange, Active Directory, Account lockout status, Remote Desktop Connection, using KACE ticketing system to track and ensure all questions/concerns/issues were successfully resolved.

2009-2018 - Managing Partner

Friendly Lab Service - A full service mobile blood collection company. St. John’s, NL

•Responsible for overseeing day to day operations, tracking client calls and appointments.

•Managing employees, ensuring training needs and conflicts are met and resolved. Also providing training on an as needed basis for client satisfaction and retention.

•In charge of installing and maintaining desktop and laptop computers. Maintaining and upgrading software and hardware as needed, including operating systems, i.e. Windows 7 to 10, and applications such as Microsoft Office. Also creating user accounts and controlling access to secure documents/data.

2007 - 2009 - Application Support Specialist

Government of Newfoundland and Labrador – Information Technology Department, Newfoundland and Labrador Housing

•Providing technical advice and support to end-users with technology such as Citrix, Microsoft XP, Microsoft Office, Palm Pilots, and Blackberry.

•Collaborating with other departments to assist in data query needs.

•Acting as a liaison with software suppliers.

•Developing training manuals, and delivering training classes, and one-on-one training sessions in all areas, including the Microsoft Office suite.

•Becoming a subject matter expert/product manager by learning and training employees on new software applications such as Anite, Business Objects and Infomaker, then providing ongoing support and training.

2006-2007 - Word Processing Equipment Operator I - Contract

Government of Newfoundland and Labrador - Pollution Prevention Division, Department of Environment & Conservation

•Responsible for all administrative tasks relating to the HOST (Hot Oil Storage Tank) and GAP (Gasoline and Associated Products) in the division. In a joint project between the Pollution Prevention Division, the Government Service Centre and OCIO (Office of the Chief Information Officer), organized the restructuring of the GAP database, and accompanying training documentation so that a new hire in the GSC could perform the necessary corrections/updates.

2005-2006 - Computer Service Technician - Contract

The Employment Solution/IBM

•On-call position supervising/performing hardware/software upgrades at various companies using IBM technology/services. Projects included Scotiabank, Domino's Pizza, The Gap, HBC/Zellers, and Old Navy.

2005 - Inventory Coordinator/Project Manager – Contract

Xwave/Bell Aliant

•Inventory Coordinator/Project Manager for the PCL (PC Lifecycle) Project. Monitoring the service desk and workload, ensuring that technicians were meeting requests with higher priority as per the SLA (Service Level Agreement), and approving hardware and software requests as required.

•Managing/tracking the company's hardware inventory, managing a project for employees on an early retirement program, including an ongoing project to upgrade all computers that were at end of lease.

•Responsible for all aspects of purchasing.

•Using PeopleSoft - maintaining a log of which projects to which time was accrued, so they would be billed to the appropriate departments.

•Managing the CMDB (Configuration Management Database) using Remedy, performing a daily audit of the database, looking for discrepancies within the physical inventory.

2004 - 2005 Customer Support Specialist

Stratos Global Communications

•Supporting over 60 products and services, including various satellite terminals. Troubleshooting satellite cable modems in various locations all over the world using a monitoring system, and assisting with dispatching a technician when needed.

•Acting as a liaison with various teams in offices in Lafayette, Louisiana, Mormond Hill, Scotland, Seattle, Washington, Weston, Florida, and Bethesda, Maryland. Coordinating with the team to meet customer's needs and issues.

2004 - Customer Account Executive

Convergys Customer Management

•Assisting customers experiencing technical problems and/or billing issues via inbound telephone using an automatic call distributor for the client - Comcast High Speed Internet. Resolving issues with both personal and Macintosh computer systems, using Windows 98 through to XP, Mac OS 9-10.3 respectively.

•Utilizing several software packages to track and trend calls, add/remove services to accounts, adjust billing, and preparing report forms/requests.

•Troubleshooting cable modems, local area networks, routers, network protocols including TCP/IP, and various Internet connectivity hardware and software.

2001 - 2004 Regional Technology Training Specialist (RTTS) – Contract

London Life/Metafore

•Delivered technology training and support to financial advisors on both an individual and group basis, over the telephone and in person. Delivered training on three different platforms, including Windows NT, Windows 2000, and Windows XP. Encompassing a wide spectrum of software applications, many specific to London Life and its sister companies. This position required and enabled me to gain a superior working knowledge of the investment/insurance industry.

•Sensing the needs of the management team and administrative staff. Delivered extensive training to the on all Microsoft Office products, including Word, Excel and PowerPoint as well as soft skills, such as time management and team building exercises.

•Facilitated training of various new pieces of technology, including a web-based investment application to the London Life and Great West Life offices, as well as the rollout of an electronic application for insurance.

2001 -2003 Team Leader

Avon Canada

•Responsible for contacting sales representatives to inform them of order deadlines and incentives.

•Encouraging sales representatives and offering suggestions on how to expand their territory and improve sales performance.

•Accepting calls from representatives with questions or problems and consulting with the District Manager on their behalf. Also completing special projects for the District Manager on an as needed basis.

1999 – 2000 Office Manager

Bob LeDrew and Sons Moving Services

•Specializing in computer support - performing weekly backups, checking for viruses, software upgrades, hardware installations, providing application support to staff members, and general computer maintenance. Also ordering software and hardware as needed.

•Performing general administrative/secretarial duties.

•Maintaining company accounting records using Simply Accounting 8.0. Including Payroll, Accounts Receivable, Accounts Payable, the General Ledger, and financial statements. Also preparing HST, Source Deduction, and Fuel Tax Report Forms.

1996 – 1998 Instructor: Faculties of Electronics / Microcomputer Specialist

The Career Academy

•Developed curriculum in Microcomputer Technology that would be used by instructors in all campuses. Materials included with this course were daily lesson plans, quizzes, assignments, and final exams.

•Responsible for preparing daily lesson plans, maintaining attendance and grade records, and conducting interviews with students.

•Instructor of numerous computer courses such as C and Machine Language programming, WordPerfect, Harvard Graphics, Windows 3.x/95/98, and Internet applications. Electronics courses taught included Analog and Digital Electronics, Industrial Electronics, Microcomputer and General Troubleshooting, and Microcomputer Interfacing.

Additional Training

2003

Excelling as a First-Time Manager or Supervisor - Skillpath Seminars

This Seminar included tools and skills to use as an effective manager or supervisor, including self-management and team building/coaching skills.

2002

Managing Multiple Projects, Objectives and Deadlines – Skillpath Seminars

This Seminar included tools and skills to use in the workplace to effectively manage time and priorities, as well as relationship building and stress management.

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