Experience

VirtaMove

• Canada
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Jan 2017 - Present

• Solutions Architect

  • Nov 2013 - Jan 2017



City of Ottawa

• Canada
• Government Administration
• 700 & Above Employee

• Service Desk Analyst

  • Oct 2011 - Oct 2013

  Provided technical support for employees and contractors of City of Ottawa, often dealing with high priority issuesConsistently achieved highest levels of productivity, handling over 250 of calls per week averaging 50 calls dailyWithin 1st year was promoted to Tier 2 Support to internal employeesEarned solid reputation for resolving complex issues and providing exceptional customer serviceLeveraged extensive experience in multiple operating environment including XP and Windows… Provided technical support for employees and contractors of City of Ottawa, often dealing with high priority issuesConsistently achieved highest levels of productivity, handling over 250 of calls per week averaging 50 calls dailyWithin 1st year was promoted to Tier 2 Support to internal employeesEarned solid reputation for resolving complex issues and providing exceptional customer serviceLeveraged extensive experience in multiple operating environment including XP and Windows 7Escalated issues as needed and maintained communication with customer and technical teamsIndependently created documentation for support staff to provide to clients for set-up and configuration of personal devices for City of Ottawa emailDemonstrated exceptional skills in professionalism and responsiveness across a wide variety of areasWorked extensively with Active Directory to perform password resets and rights management for clientsTroubleshoot numerous issues on the Windows XP operating system using Remote Access to the client’s PCUsing Marvel, would create tickets and either resolve the issue or send to 3rd Level support teamMonitored queue for our support team on a scheduled basis, handling any unassigned tickets or emails from clientsAssisted clients with VPN connectivity issues Show more Show less



Nova Networks

• Canada
• IT Services and IT Consulting
• 100 - 200 Employee

• Desktop Deployment Technician

  • Apr 2011 - Oct 2011

  Acted as a collaborative team member on the Windows XP Project TeamSpecializing in migrating user data and the deployment of new PCs and laptops updated with Windows XP for City Of Ottawa employeesEffectively maintained a personable and professional relationship in all client interactions, walk-ups, inquiries, desk-side visits, status calls, etc.Provided feedback to manager about process changes that could result in a reduction of effort hoursWork with Tier 2 Subject Matter… Acted as a collaborative team member on the Windows XP Project TeamSpecializing in migrating user data and the deployment of new PCs and laptops updated with Windows XP for City Of Ottawa employeesEffectively maintained a personable and professional relationship in all client interactions, walk-ups, inquiries, desk-side visits, status calls, etc.Provided feedback to manager about process changes that could result in a reduction of effort hoursWork with Tier 2 Subject Matter Expert to resolve City of Ottawa developed software installation issues on new computersEfficiently deliver the computers to the user’s desk at various locations throughout the City of Ottawa Show more Show less



Ciena

• United States
• Telecommunications
• 700 & Above Employee

• Desktop Rollout Specialist (contract)

  • Nov 2010 - Jul 2011

  The Desktop Rollout Specialist was responsible for the end to end configuration of new computers for employees at the Ciena office. In addition to these duties the Desktop Rollout Specialist also delivered these computers to the user's desk, completed the setup and configuration specific to the user's needs.



Hewlett-Packard

• United States
• Information Technology & Services
• 300 - 400 Employee

• Problem Manager

  • Feb 2009 - Jan 2010

• Training Knowledge Management and Scripting Specialist

  • Aug 2007 - Feb 2009

• Incident Life Cycle Coordinator

  • Aug 2005 - Aug 2007

• Service Desk Delivery Manager

  • May 2003 - Aug 2005