Patrick Elias

End User Services Lead at OnX Canada
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Contact Information
us****@****om
(386) 825-5501
Location
Smiths Falls, Ontario, Canada, CA

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Credentials

  • Microsoft 365 Certified: Modern Desktop Administrator Associate
    Microsoft
    May, 2022
    - Nov, 2024

Experience

  • OnX Canada
    • Canada
    • IT Services and IT Consulting
    • 200 - 300 Employee
    • End User Services Lead
      • Oct 2022 - Present

      Supervising all client facing teamsTeam queue management (assigning tickets, SLA monitoring)Maintain queue of trouble tickets - assist first level analysts with difficult trouble ticketsHandling High Priority Incidents and escalationsScope and facilitate the execution of nonstandard requestsAdvanced scriptingITSM reporting, reading work flows and creating dashboardsProvide DR coverage 24/7 as requiredDirect client engagement on projects and issues

    • Deskside Support Engineer
      • Oct 2020 - Jan 2023

      - Provide on-site support for one or more locations as needed- Maintain queue of trouble tickets - resolve trouble tickets forwarded/escalated by first-level support group; responsible for timely and effective closure of hardware and software issues - Research and troubleshoot escalated issues from first and second level support; this involves testing software configurations in lab environment- Assist in PC/laptop configurations- installing operating systems and configuring standard departmental software- Moves - coordinate internal moves with other departments to ensure minimal downtime- Special projects as required Show less

  • Shopify
    • Canada
    • Software Development
    • 700 & Above Employee
    • Junior Support Advisor
      • Jun 2020 - Sep 2020

      - Adhering to a daily schedule that includes a mix of: two simultaneous chats, and emails. - Ensuring merchants have a quick response time by staying on top of your assigned tickets, with same-day ticket review. - Acting as a business coach and thinking about the merchant’s business holistically when offering solutions. - Completing essential follow-up documentation after each interaction. - Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses. Show less

  • Scotiabank
    • Canada
    • Banking
    • 700 & Above Employee
    • Fraud Detection Analyst
      • May 2016 - Sep 2019

      • Detected and prevented fraudulent activity with respect to the credit cards, debit cards, and online accounts of customers by analyzing alerts and using various fraud detection tools • Spoke with customers calling in to report irregularities on their accounts and completed fraud reports, arranging for card replacements and education on fraud prevention • Acquired proficiency in various banking tools such as AS400, Interac OAS, Visa VRM, Amex GNS and Proactive Risk Manager • Trained new staff Show less

  • Lassonde School of Engineering - York University
    • Canada
    • Higher Education
    • 200 - 300 Employee
    • Co-op Peer Advisor & Administrative Support
      • May 2016 - Dec 2016

      · Updated the co-op website’s student records · Edited the co-op website, ensuring to keep it up to date with job postings and events · Advised students with any questions they may have regarding the program · Updated the co-op website’s student records · Edited the co-op website, ensuring to keep it up to date with job postings and events · Advised students with any questions they may have regarding the program

  • Future Wireless Communications Inc. - Fido Exclusive Dealer
    • Canada
    • Telecommunications
    • Sales Associate
      • May 2014 - Dec 2014

      · Assisted customers in selecting the right phone and price plan · Opened and closed the store · Successfully hit sales targets · Trained new sales associates · Assisted customers in selecting the right phone and price plan · Opened and closed the store · Successfully hit sales targets · Trained new sales associates

  • College Parking Liners Inc.
    • Receptionist & Data Entry Clerk
      • Jul 2013 - Sep 2013

      · Responded to phone and email inquiries · Reached out in order to acquire new clients · Recorded all invoices and expenses · Reconciled bank accounts · Responded to phone and email inquiries · Reached out in order to acquire new clients · Recorded all invoices and expenses · Reconciled bank accounts

  • Midas International
    • United States
    • Automotive
    • 700 & Above Employee
    • Data Entry Clerk
      • May 2012 - Jun 2013

      · Recorded all invoices and expenses · Compiled monthly, quarterly and yearly reports · Reconciled the bank accounts · Recorded all invoices and expenses · Compiled monthly, quarterly and yearly reports · Reconciled the bank accounts

  • Future Shop
    • Sales Associate
      • May 2012 - Jun 2013

      · Greeted and guided customers as they entered the store · Demoed and instructed customers on model helicopters · Successfully hit target warranty sales on video-game consoles · Greeted and guided customers as they entered the store · Demoed and instructed customers on model helicopters · Successfully hit target warranty sales on video-game consoles

Education

  • York University
    Bachelor of Science - BS, Computer Science

Community

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