Cory Labrecque Email & Phone Number

Edmonton, Canada Area

Represent Long View and assist with their various client's needs, respond to the clients ticket queue, and communicate status of incidents, action plans for resolving incidents and completed incident reports.

Edmonton

Project 1: Dell system migration• Team lead for migration of over 250 systems, laptops, and monitors• Used SCCM to image the new system with the clients standardized image and software• Ensured that the security policies and standards were adhered to• Managed 3 other technicians as they backed up the user profiles located on the target system and restored it to the new systems using USMT• I verified that the users were fully functional after the migration, and resolved any outstanding issues if they were not functional• I received and documented the new equipment as they were delivered and ensured that they were secured until deployed• I provided updates to the project manager and reported any issues I had to resolve

Edmonton, Canada Area

• Installed and maintained hardware, software, and peripheral equipment, following design or installation specifications. • Oversaw the daily performance of computer systems at corporate head office. • Ensured that the security policies and standards were adhered to. • Read technical resource materials (manuals, tech forums, etc.), conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support. • Conferred with staff, users, and management to establish requirements for new systems or modifications. • Developed training materials and procedures, and/or train users in the proper use of hardware and software. • Negotiated with outside vendors on contract fulfilment, obligations and dispatched subcontractors on an “as needed” basis to resolve problems. • Managed IT projects related to client sites. • Prepared evaluations of software or hardware, and recommend improvements or upgrades. • Ensured Help Desk tickets are addressed in a timely fashion as per established corporate standards.

• Frontline for hardware and software technical support.• Applied diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures• Documented problems in the support solution database for diagnostics and solution implementation• Answered questions about installation, operation, configuration, customization, and usage of assigned products and services• Responsible for providing telephone/email/chat and remote diagnostic technical support of desktops, portables, servers, and peripherals

Edmonton, Canada Area

• Supported customers with software, internet connection, and billing issues on their computer systems.• Provided quality customer service in billing department.• Closed and/or refunded a customer’s service.• Escalated unresolved issues to the correct department/project. • Assisted customers with special needs (visually, and mobility impaired).• Resolved customer complaints.