Candice Chartrand Email & Phone Number

Kirkland Lake, Ontario, Canada

Managed the technology for multiple schools in Kirkland Lake including but not limited to tablets, desktops, laptops, projectors, printers, interactive displays, phones, servers, access points, and a variety of software.Implementation of new technology, both hardware and softwareManaging HP, Apple and Microsoft devices, software through Active Directory, Microsoft Intune, Apple School Manager, School Connect, Apple classroom, Printopia, Printex, MS Print Server, vSphere… Show more Managed the technology for multiple schools in Kirkland Lake including but not limited to tablets, desktops, laptops, projectors, printers, interactive displays, phones, servers, access points, and a variety of software.Implementation of new technology, both hardware and softwareManaging HP, Apple and Microsoft devices, software through Active Directory, Microsoft Intune, Apple School Manager, School Connect, Apple classroom, Printopia, Printex, MS Print Server, vSphere, RDP.Hardware and software installation, network cabling, access points, servers, mobile devices, cloud technologies, Windows and MAC OS, Office 365.Supporting staff and students by addressing their technical requirements, diagnosing arising issues, and delivering training on emerging technologies. Show less

Waterloo, Ontario, Canada

Promoted to Shift Lead IICommunicated impacting incident details to key stakeholders and company executives.Attended daily meetings to deliver daily incident status reports to management team.Support and Assist Management Team with hiring, training and professional growth of employees within the Network Operations CenterSupervised and mentored, coached and guided teams of 5-10 employees to maintain productivity and customer service levels and offered constructive feedback for… Show more Promoted to Shift Lead IICommunicated impacting incident details to key stakeholders and company executives.Attended daily meetings to deliver daily incident status reports to management team.Support and Assist Management Team with hiring, training and professional growth of employees within the Network Operations CenterSupervised and mentored, coached and guided teams of 5-10 employees to maintain productivity and customer service levels and offered constructive feedback for performance improvement.Created and implemented communication plans; to encourage active teamwork across multiple teams.Review completion of all activities, Respond to Email and Ticket Requests, provide detailed Document for all incidents, Assign Work Activities, and Assure Quality of Incident TicketsPlanned and participated in team-building activities to enhance working relationshipsReview the completion of all activities, Respond to Email and Ticket Requests, provide detailed Document for all incidents, Assign Work Activities, and Assure the Quality of Incident Tickets.Monitored daily operations for quality and adherence to work order specifications.Developed team communications and information for meetings. Show less

Waterloo, Ontario, Canada

Responsible for Monitor Alerts, Ongoing Changes in Environment, Intake, and Email Interaction, incident detection and management.Responsible for managing, investigating, mitigating and fully documenting all internal and external incidents using ticket-based system.Responded and assisted with external partner investigationsParticipated in a development opportunity within other organization Service Teams. Which allowed me to develop my technical skills and build strong relationships… Show more Responsible for Monitor Alerts, Ongoing Changes in Environment, Intake, and Email Interaction, incident detection and management.Responsible for managing, investigating, mitigating and fully documenting all internal and external incidents using ticket-based system.Responded and assisted with external partner investigationsParticipated in a development opportunity within other organization Service Teams. Which allowed me to develop my technical skills and build strong relationships within the organization.Create and implementing changes within production and Lab environment by writing and following method of procedure (MOPs)Prepared variety of different written communications, reports and documents for future use.Demonstrated respect, friendliness and willingness to help wherever neededPreformed basic corrective actions to maintain quality of service within company infrastructure. Provided training to team members to resolve recurring issues.Conducted research, gathered information from multiple sources and presented resultsDeveloped and implemented performance improvement strategies and plans to promote continuous improvement.Exceeded goals through effective task prioritization and great work ethic.Worked flexible hours across night, weekend and holiday shiftsEffectively juggled multiple projects and tasks to ensure timely delivery while maintaining high quality work.Collaborate across the organization towards resolution of incidents in a timely and effective manner to reduce the impact to our stakeholdersSupported various operating systems and server technologies.Increased system security and performance with proactive changes.Researched and administered system patch updates to maintain security and performance thresholds.Propose, Review and Implement a communication plan throughout the team; to encourage active teamwork across multiple teams. Show less

Guelph, On

Contributed to development, administration, relocation and testing of systems and network infrastructure across multiple locations within United States, Canada and Germany.Preformed common and company related software and hardware installations and configurationsManaged backup and recovery using rotational tape system.Automated installation for Microsoft OfficeSupported day-to-day operations, monitoring and resolving client/server and storage issuesMaintained current… Show more Contributed to development, administration, relocation and testing of systems and network infrastructure across multiple locations within United States, Canada and Germany.Preformed common and company related software and hardware installations and configurationsManaged backup and recovery using rotational tape system.Automated installation for Microsoft OfficeSupported day-to-day operations, monitoring and resolving client/server and storage issuesMaintained current software licenses for computers and mobile devicesManaged and configured workstations, tablets and mobile devices for corporate usersPerformed software installations and upgrades to UNIX or Windows operating systemsConfigured hardware and granted system permissions to new employeesImplemented internet and intranet applications on multiple platformsDelivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution for software, hardware, network, and server related issuesIntegrated software products and hardware upgrades to boost system compatibility.Conducted routine and emergency maintenance of assigned data center equipment.Identified key security concerns within the company. Recommend improvements in security systems and procedures.Delivered network system upgrade on time, under budget and with minimal service interruption.Executed security rules and procedures and calmly and promptly educated employees of security risks.Monitored confidential company data and mitigated hacking through network systems updates.Validated and verified system security requirements definitions and analyzed system security designs.Explained security measures in simple terminology to help users understand malware and phishing threats. Show less

Kitchener, On

Promoted to Technical Escalation Outbound Support PersonnelPromoted to In-team Quality Technical Support PersonnelResponsible for a group of 15-20 employees to ensure they achieved top quality and customer satisfaction on every call, by obtain data reviews, create reports and provided feedback on individual progress.Provided feedback and technical techniques for on call troubleshooting to employees.Resolved diverse range of technical issues across multiple systems and… Show more Promoted to Technical Escalation Outbound Support PersonnelPromoted to In-team Quality Technical Support PersonnelResponsible for a group of 15-20 employees to ensure they achieved top quality and customer satisfaction on every call, by obtain data reviews, create reports and provided feedback on individual progress.Provided feedback and technical techniques for on call troubleshooting to employees.Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zonesManaged high levels of call flow while assisting customers in identifying issues and explained solutions to restore service and functionality over the phone.Managed customer accounts while adhering to Personal Identifiable Information government standard and handling regulations.Used ticketing systems to manage and process support actions and requestsProvided documentation on troubleshooting of technical processes to support interactions for future referenceResolved escalated issues by serving as subject matter expert on wide-ranging of hardware, software and networking, installation and download issues for Microsoft products such as Windows, Office, Games for Windows, Media Center and Xbox Live.Assisted customer with basic network, computer and security configurations such as TCP/IP configurations, Port forwarding. MTU configurations and service and anti-virus configurations.Offered friendly and efficient high level customer service to customers, and handled escalated situations with ease.Responsible for provided basic technical skills and knowledge to colleagues to ensure employees can respond to customer technical issues with ease.Provided regular updates to team leadership on quality metrics by communicating consistency problems or customer support deficiencies.Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs. Show less