Darwin Browne Email & Phone Number

Toronto, On, Ca

• Handling of trouble tickets from Tier I Support representatives as well as from upper management. Tickets include resolution of DSL, dial-up and e-mail problems; research of inoperative connections and resolving networking and browser configuration issues • Respond to contact from customers, Dispatchers and professional service engineers, via Phone and e-mail. Understand issues and rapidly assess severity level of support requests • Perform timely technical and management… Show more • Handling of trouble tickets from Tier I Support representatives as well as from upper management. Tickets include resolution of DSL, dial-up and e-mail problems; research of inoperative connections and resolving networking and browser configuration issues • Respond to contact from customers, Dispatchers and professional service engineers, via Phone and e-mail. Understand issues and rapidly assess severity level of support requests • Perform timely technical and management escalations for outstanding troubles.• Perform second level technical and coaching support to Tier I technicians• Maintain status of issues in a call-tracking system and perform appropriate follow-up on escalated issues. • Excellent communication skills and customer service skills. Ability to build effective and satisfying customer relationships and resolve issues in a professional manner. • Ability to work in a fast-paced environment. Show less

* Handling of trouble tickets from Tier I Support representatives as well as from upper management. Tickets include resolution of DSL, dial-up and e-mail problems; research of inoperative connections and resolving networking and browser configuration issues ; * Respond to contact from customers, Dispatchers and professional service engineers, via Phone and e-mail. Understand issues and rapidly assess severity level of support requests ; * Perform timely technical and… Show more * Handling of trouble tickets from Tier I Support representatives as well as from upper management. Tickets include resolution of DSL, dial-up and e-mail problems; research of inoperative connections and resolving networking and browser configuration issues ; * Respond to contact from customers, Dispatchers and professional service engineers, via Phone and e-mail. Understand issues and rapidly assess severity level of support requests ; * Perform timely technical and management escalations for outstanding troubles. ; * Perform second level technical and coaching support to Tier I technicians ; * Maintain status of issues in a call-tracking system and perform appropriate follow-up on escalated issues. ; * Excellent communication skills and customer service skills. Ability to build effective and satisfying customer relationships and resolve issues in a professional manner. ; * Ability to work in a fast-paced environment. ; Show less

* Assigned to the Canadian Public Accountability Board in the role of Helpdesk support responsible for the maintenance and continuous support of their IT department ; * Played a support/analytical role in maintaining technology infrastructure for all IT systems and related network and communications for MGCG ; * Responsible for daily, weekly and monthly backups of critical company files and end user files internally for MGCG and for MGCG clients ; * Responsible for… Show more * Assigned to the Canadian Public Accountability Board in the role of Helpdesk support responsible for the maintenance and continuous support of their IT department ; * Played a support/analytical role in maintaining technology infrastructure for all IT systems and related network and communications for MGCG ; * Responsible for daily, weekly and monthly backups of critical company files and end user files internally for MGCG and for MGCG clients ; * Responsible for the sourcing and purchasing of technology related equipment and supplies required internally for MGCG and when at MGCG client sites ; * Responsible for the creation of auditing projects using TeamMate for the CPAB auditors within the company ; * Responsible for the documentation of all issues both internally and at client sites through a trouble ticketing system called TrackitDarwin Browne 416-709-8148 Show less

* Maintained the company's technology infrastructure. All IT systems and related network, communications (PC and Mac environment) ; * Performed daily, weekly and monthly backups of critical company data and end user files ; * Maintained the companies phone systems (NEC) ; * Managed the maintenance and procurement of the business's copiers, fax machines, printers and business appliances ; * Responsible for the sourcing and purchasing of all technology… Show more * Maintained the company's technology infrastructure. All IT systems and related network, communications (PC and Mac environment) ; * Performed daily, weekly and monthly backups of critical company data and end user files ; * Maintained the companies phone systems (NEC) ; * Managed the maintenance and procurement of the business's copiers, fax machines, printers and business appliances ; * Responsible for the sourcing and purchasing of all technology related equipment and supplies required for the business ; * Managed the development and maintenance of the company's websites ; * Provided daily, weekly and monthly reports on website activity and sales ; * Created and administered a UPC code system and maintained the master UPC database for products sold within the business ; * Provided ideas and feedback on new product concepts and designs ; * Developed the ability to work long hours in a high stress environment ; Show less

* Provided phone support to clients concerning Internet connectivity related issues ; * Developed an ability to quickly analyze and consider solutions to client's problem with limited information ; * Displayed an ability to work within a structured environment utilizing the company's rigorous documentation and scripting procedures while striving to provide excellent service to the customer ; * Ability to show professionalism and courtesy to the client when helping… Show more * Provided phone support to clients concerning Internet connectivity related issues ; * Developed an ability to quickly analyze and consider solutions to client's problem with limited information ; * Displayed an ability to work within a structured environment utilizing the company's rigorous documentation and scripting procedures while striving to provide excellent service to the customer ; * Ability to show professionalism and courtesy to the client when helping them with their Internet connection issues ; Show less

* Member of a project analysis team that contributed to the project cycle in various roles on billable hours ; * Performed routine data collection, organization and analysis in supporting ongoing projects or initiatives ; * Demonstrated an ability to analyze data, identify trends or obstacles and consider available solutions or alternative methods ; * Developed skills to quickly recognize and understand the key elements of a client's business required to meet the… Show more * Member of a project analysis team that contributed to the project cycle in various roles on billable hours ; * Performed routine data collection, organization and analysis in supporting ongoing projects or initiatives ; * Demonstrated an ability to analyze data, identify trends or obstacles and consider available solutions or alternative methods ; * Developed skills to quickly recognize and understand the key elements of a client's business required to meet the project's objectives ; Show less

Diploma, Computer Information Systems

Diploma in Information Systems

Diploma, Computers

Completed High School Diploma