Alexander Roe Email & Phone Number

Orillia, On, Ca

Barrie, Ontario, Canada

• Managed daily operations and performance of the service desk team, ensuring timely resolution ofcustomer issues and inquiries.• Provided mentorship, guidance, and support to team members, fostering a collaborative and customerfocused environment.• Monitored and analyzed service desk metrics to identify trends, implement best practices, and improveefficiency and customer satisfaction.• Provided Level 2 support during high-volume periods, resolving issues or coordinating… Show more • Managed daily operations and performance of the service desk team, ensuring timely resolution ofcustomer issues and inquiries.• Provided mentorship, guidance, and support to team members, fostering a collaborative and customerfocused environment.• Monitored and analyzed service desk metrics to identify trends, implement best practices, and improveefficiency and customer satisfaction.• Provided Level 2 support during high-volume periods, resolving issues or coordinating team efforts toinvestigate and resolve problems.• Acted as the escalation point for advanced troubleshooting and chronic SLA breaches, utilizingdiagnostic tools to aid in problem resolution.• Developed help sheets and FAQ lists for end users to streamline issue resolution and increase selfservice.• Performed hands-on fixes including software installation, hardware upgrades, file backups, and systemconfiguration.• Trained and mentored Service Desk and Co-op associates, ensuring team growth and development.• Participated in a 24/7 on-call rotation, including holidays and weekends, to provide continuous support. Show less

Borden, Ontario, Canada

• Receive, diagnose and resolve incidents as per provided procedures• Maintain the condition and performance of all IT equipment.• Document all incidents and Service Requests and actions pertaining to incidents and SRs in the provided ITSM tool as per provided SOPs• Provide client assistance in person, via telephone, or via remote tools such as Proxy or WindowsRemote Assistance• Document configuration item changes in a configuration management database (CMDB)• Provide verbal… Show more • Receive, diagnose and resolve incidents as per provided procedures• Maintain the condition and performance of all IT equipment.• Document all incidents and Service Requests and actions pertaining to incidents and SRs in the provided ITSM tool as per provided SOPs• Provide client assistance in person, via telephone, or via remote tools such as Proxy or WindowsRemote Assistance• Document configuration item changes in a configuration management database (CMDB)• Provide verbal and written reports on problems and resolutions for IT services• Provide on-site response to IT incidents at various buildings across CFB Borden Show less

Barrie, Ontario, Canada

• Provide support to incoming requests via telephone, web portal, email and chat to ensue courteous, timely and effective issue resolution• Use remote tools and diagnostic utilities to aid in troubleshooting• Research solutions through internal and external knowledgebase• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes• Record, track, and document the service desk… Show more • Provide support to incoming requests via telephone, web portal, email and chat to ensue courteous, timely and effective issue resolution• Use remote tools and diagnostic utilities to aid in troubleshooting• Research solutions through internal and external knowledgebase• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes• Record, track, and document the service desk incident-solving process, including all decisions made and actions taken, through to final resolution• Hardware setups and configurations according to departmental and/or manufacturer specifications• Create, modify and remove/disable accounts• Escalate incidents with accurate documentation to suitable technician when required• Contribute to technician knowledgebase and training as needed• Provide suggestions for continual improvement Show less

Barrie, Ontario, Canada

• Manage individual performance of the Customer Service Teams - including development, training, coaching, and discipline when needed• Perform quality control checks of calls and tasks of customer service agents• Provide real time support for agents on calls though chat software• Participate in the continuous improvement of internal processes• Help to develop, implement, enforce, and evaluate procedures for the department• Communicate issues and concerns with contracted… Show more • Manage individual performance of the Customer Service Teams - including development, training, coaching, and discipline when needed• Perform quality control checks of calls and tasks of customer service agents• Provide real time support for agents on calls though chat software• Participate in the continuous improvement of internal processes• Help to develop, implement, enforce, and evaluate procedures for the department• Communicate issues and concerns with contracted client we take calls for• Creative problem-solving skills and conflict management Show less

Barrie, Ontario, Canada

• Manage large amounts of inbound and outbound calls in a timely manner• Follow communication “scripts” when handling different topics• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives• Use tools and diagnostic utilities to aid in troubleshooting customers issues• Seize opportunities to upsell products when they arise• Build sustainable relationships and engage customers by taking the extra mile• Continually… Show more • Manage large amounts of inbound and outbound calls in a timely manner• Follow communication “scripts” when handling different topics• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives• Use tools and diagnostic utilities to aid in troubleshooting customers issues• Seize opportunities to upsell products when they arise• Build sustainable relationships and engage customers by taking the extra mile• Continually kept job knowledge up to date through ongoing educational opportunities. • Meet personal/team qualitative and quantitative targets Show less

Newmarket, On, Canada

• Be the first point of contact responsible for triage, prioritization, and resolution of tickets.• Prioritize incidents and service requests within target SLA’s, proactively reaching out to clients • Develop an ongoing rapport with clients and an understanding of their technology needs• Warm hand-off ticket escalations• Proactively identify opportunities that contribute to overall team success and efficiency • Use remote tools and diagnostic utilities to aid in… Show more • Be the first point of contact responsible for triage, prioritization, and resolution of tickets.• Prioritize incidents and service requests within target SLA’s, proactively reaching out to clients • Develop an ongoing rapport with clients and an understanding of their technology needs• Warm hand-off ticket escalations• Proactively identify opportunities that contribute to overall team success and efficiency • Use remote tools and diagnostic utilities to aid in troubleshooting• Desktop hardware setup (Standardized PC hardware, telephony & accessories)• Contribute to development of documentation. (FAQ’s, KB updates & maintenance) Show less

Computer Systems Technician Networking - With Honours

Incomplete College Degree In Business Accounting