Experience

RtTech Software Inc.

• System Integrator & Support Specialist

  • May 2015 - Present

  RtTech Software develops and markets industrial apps that provide operational intelligence. RtTech offers two main solutions – RtDuet, a real-time software app designed to improve asset availability and utilization in industrial facilities like manufacturing, mining and power generation, and RtEMIS, an energy management information system designed to help industrial facilities reduce energy consumption. RtTech Software develops and markets industrial apps that provide operational intelligence. RtTech offers two main solutions – RtDuet, a real-time software app designed to improve asset availability and utilization in industrial facilities like manufacturing, mining and power generation, and RtEMIS, an energy management information system designed to help industrial facilities reduce energy consumption.



Quickservice

• Canada
• Retail Office Equipment
• 1 - 100 Employee

• Customer Support Lead

  • Aug 2009 - May 2015

  *Support both hardware and software for some of the leading fast food chains in Canada and the US.*Install new hardware, including wiring and mounting of equipment.*Provide onsite technical support for all aspects of our business.*Experienced running cables and repairing hardware in a busy store environment.*Installing new and upgrading existing hardware onsite.*Troubleshoot networking issues.*Responsible for hiring and training new staff members.*Responsible for ongoing training and support of staff.*Supervise staff and ensure maximum productivity.*Monitor and evaluate agents’ performance for both technical accuracy and customer service.

• Customer Technical Support

  • May 2007 - Aug 2009

  *Support both hardware and software for some of the leading fast food chains in Canada and the US.*Provide onsite technical support for all aspects of our business.*Experienced running cables and repairing hardware in a busy store environment.*Troubleshoot networking issues.



Sitel

• Australia
• Telecommunications
• 200 - 300 Employee

• Team Manager

  • Nov 2006 - May 2007

  *Manage a team of 18 agents for attendance, performance.*Manage staffing levels to ensure coverage of incoming calls and ensure profitability of the team.*Conduct coaching secessions with agents to advise them on areas of opportunity and assist with growth.*Write-up and feedback disciplinary actions to agents.*Write daily, weekly and monthly reports to senior management regarding the status and performance of the team.*Have direct contact with the client regarding technical issues and solutions, and review the performance of the team.

• Quality Assurance

  • May 2006 - Nov 2006

  *Monitor and evaluate front line agents’ performance for both technical accuracy and customer service.*Provide coaching summary and feed back of the agents’ performance.*Assist technical supervisor and team manager develop action plans.*Collate and report on guidelines and trends to the client.

• Technical Support Specialist

  • Sep 2003 - May 2006

  *Field incoming technical support queries from North American customers of a major printer manufacturer.*Deal with the day-to-day installation, configuration and trouble shooting of inkjet printers on the Macintosh operating system.*Troubleshoot wired and wireless networking issues including WEP and WPA encryption.*Adhere to strict performance and quality guidelines.



The Source

• Slovakia
• Business Consulting and Services
• 1 - 100 Employee

• Store Manager

  • May 2003 - Sep 2003

  *Writing staffing schedules, organising meetings and dealing with many of the day-to-day jobs to run the store.*Handling cash and doing the nightly deposit.*Responsible for ordering product and store supplies as necessary.*In-depth knowledge of products within the store.*Supplying customers with products to suit their needs.*Dealing with customer issues such as, inquiries, complaints, returns and items needing repair. *Writing staffing schedules, organising meetings and dealing with many of the day-to-day jobs to run the store.*Handling cash and doing the nightly deposit.*Responsible for ordering product and store supplies as necessary.*In-depth knowledge of products within the store.*Supplying customers with products to suit their needs.*Dealing with customer issues such as, inquiries, complaints, returns and items needing repair.



Demon Broadband

• Technology, Information and Internet
• 1 - 100 Employee

• Technical Team Lead

  • Jan 1999 - Feb 2002