Christopher G. Email & Phone Number

Vancouver, British Columbia, Canada

Government benefits services officers administer and enforce laws and regulations related to employment insurance and other government benefit services. Determine the eligibility of persons applying for government benefits such as Employment Insurance (EI). Monitor the payments of benefits and investigate claimants when there appears to be fraud or abuse. Ascertain the facts on such issues as reasons for loss of employment and availability for work

Vancouver, British Columbia, Canada

Customer service representatives in this group process customers' financial transactions and provide information on related banking products and services.

Mississauga, Ontario, Canada

In-bound call center environment; clarifying the customer's complaint; initial problem diagnosis; selecting and explaining solutions; expediting correction or adjustment; following up to ensure resolution; uses knowledge bases and troubleshooting techniques to resolve a customer’s technical issues; management of cases throughoutcase life cycle including maintaining communication with client; primary service contact for clients; guiding users through step-by-step solutions.Support clients in use of a technology, technical product or service; apply critical thinking and problem-solving skills to customer problems;resolving problems within periods specified by Service Level Agreements; communicating technical solutions; case and ticket management; preparation of product orservice reports by collecting and analyzing customer and service level information; communication of product and service information to clients.work tickets or tasks within the life cycle of a customer case; troubleshooting problems; Possess deep knowledge in the technologies being supported; challenging, non-typical problems; collaborativetroubleshooting with vendors or software development teams; client case focused (vs. system or platform focused).

4100 Gordon Baker Road

* Provided phone/email support to one of the Big Five Banks, Bank of Montreal, supporting 10,000 BMO Harris employees in the USA * Supported users with requests related to Active Directory, Microsoft Office, Touch Point Teller, Touch Point Sales and Services, Banker Insight, Teller Insight, IBM mainframe, Citrix, RSA, ALSCOM, Printers, Backups, Archives, Networks and miscellaneous OS related issues * Performed ID creation, remote control and management of permissions and security groups within Active Directory * Resolved 85% of incidents at first point of contact * Transferred and assigned incident investigation to appropriate second level support as per ITIL Incident Management process * Provided exceptional customer service to Line of Business Partners to resolve IT support issues * Assisted users through MACD process for hardware, software and requests for access * Resolved problems quickly and efficiently while aiming to maintain maximum up-time for all users' systems * Remotely accessed client workstations and servers to perform necessary maintenance and fix issues that arise * Performed other duties and special projects as required

* Functioned as Tier 1 System Support Technician in a quick-response desktop/customer support team * Provided phone/email support to a major global financial service, Morgan Stanley Smith Barney, supporting 60,000 employees globally * Resolved technical issues related to hardware/software, operating systems and connectivity while meeting everyday SLAs (Service Level Agreement) * Installed and supported several financial applications for tracking the stock market, placing stock trades, setting up new client accounts, and reporting financial results * Supported laptops and desktop computers running Windows XP and Windows 7 along with accessories including blackberry devices, printers, and fax machines * Provided support of Outlook 2003/2010, password resets in Active Directory and several internal applications * Remotely accessed client workstations and servers to perform necessary maintenance and fix issues that arise * Resolved problems quickly and efficiently while aiming to maintain maximum up-time for all users’ systems * Attention to detail while documenting client issues and related resolutions in the call tracking system: Service Now, Manage Now, Tivoli Service Desk, Change Management * Interpreted online manuals, provided guidance and direction for all reoccurring and non-reoccurring issues * Collaborated with Tier2/Tier 3 to ensure efficient operation of the company's desktop computing environment

Security patrolsSecurity check pointsSecure facilityWorked with local emergency servicesStationed in condo facilityMonitor cctv camerasMaintained safety of community

Toronto, Canada Area

* Functioned as Tier 1 Helpdesk Technician in a quick-response desktop/customer support team * Provided phone/email support to a major crude oil and pipeline service, Enbridge Consumers Gas, supporting 6,000 employees * Collaborated with senior support technicians, LAN technicians and network administrators to ensure efficient operation of the company's desktop computing environment * Performed varying degrees of problem determination and resolution of desktop hardware and software issues * Documented client issues and related resolutions in the call tracking systems: Remedy and I-Care * Provided support for Microsoft Office suite applications, Windows NT and XP * Troubleshoot LAN/WAN networking and printing issues