David Diamond Email & Phone Number

Calgary, Alberta, Canada

Member of a highly specialized & dedicated program delivery team building a network of industry recognized award winning retail flagship destinations & experiences. Worked closely with Project Managers & Solution Architects to ensure deployment & support of eCommerce applications aligned with in store digital technology solutions. Over 8 years delivered 30+ unique retail projects ranging from 10,000 to 80,000sqft with technology project budgets from $100,000 to $3,000,000Responsibilities –Understand all available industry & consumer technology roadmaps to conceptualize & create innovative interactive (Touch, Gesture, Barcode, RFID) & combined visual experiences (Large/Multi Videowalls, Holograms, Customized LED, OLED, Transparent, Projection)-Initiating & maintaining design, installation & support documentation for all in store digital technology-Work with Project Managers to outline resource/vendor requirements, BOM, SOW & status of various phases of the projects-Liaise with internal & external groups/stakeholders/vendors to build out construction requirements & custom designs to work with the technology placement plan-Attend on-site surveys before, during & after project delivery to ensure smooth installation & transition to store operations & staffKey Achievements-Deploy & administrate scalable enterprise digital signage content management server & network of over 1500+ media players over 30+ retail locations showing both video/IPTV & interactive eCommerce web applications (Brightsign, Cisco StadiumVision, Stratacache)-Successfully deployed a roll out project of mobile devices with SOTI Android MDM 1000+ Samsung tablets & Zebra PDT to all 300+ Sport Chek & Mark’s retail stores across Canada-In 2018 $20 million in store sales were saved using eCommerce applications deployed on approx 5000 in store mobile devices & digital signage displays.This was a 400% sales increase from the previous year & accounted for 4% Q4 total store sales

Calgary, Canada Area

Responsibilities:-Provided comprehensive support for all operational retail technology (Point of Sale, Audio/Visual systems, Workstation/Server/Printer setups, Phones, Mobile Devices, Networking\Wireless infrastructure)-Acted as the technical point of contact for escalated issues, working closely with OEMs and vendors to resolve complex technical problems efficiently.-Developed and documented standard procedures for issue resolution, ensuring consistency and knowledge sharing within the Technology Support Center team (TSC).-Utilized ServiceNow workflow and ticket management software, following general ITIL procedures, to effectively track and manage incidents and service requests.-Actively trained and worked with the TSC team members, equipping them to handle recurring incidents independently whenever possible.Key Achievement:-Recognized for my exceptional value and skills, I earned a promotion within my first year to assume the role of Technical Specialist. This position allowed me to dedicate my expertise to a new highly visible & critical technical project.

Calgary, Canada Area

Experience:- Worked closely with developer & integrator partners (INFUSION and TELUS Business Solutions) to support a custom touch display solution for a large Canadian banking institution's new digital retail experience.- Provided tier 3 technical support as a contact point for enterprise customers, third-party call center escalations, resellers/distributors, and AV integrators worldwide for SMART hardware and software.Responsibilities:- Provided OEM hardware support for custom LCD/IR display touch hardware solution.- Conducted onsite technical analysis and repair across North America for customers/partners, specializing in investigative escalation roles for large-scale multi-site issues.- Analyzed and repaired various touch technologies (Analog Resistive, Digital IR/Camera, Capacitive glass) and display technologies ranging from 18 to 100"+ inches. (LCD/LED/Plasma, DLP/LCD Projectors)- Supported specific custom solution products and customers.- Collaborated with OEM manufacturers, partners, and vendors for issue escalation and resolution.Achievements:- Successfully supported a custom touch display solution for one of Canada's largest banking institutions' digital retail experience.- Consistently provided tier 3 technical support to enterprise customers and global stakeholders, ensuring prompt issue resolution.- Conducted onsite technical analysis and repair, effectively addressing complex issues for school districts, enterprise organizations, and governments.- Demonstrated expertise in analyzing and repairing various touch and display technologies, ensuring optimal performance for customers.

Calgary, Canada Area

-Provided professional technical support for business customers and carriers, managing a diverse range of products including VPLS, Internet gateway, MPLS, and PRI/SIP-Demonstrated expertise in learning to work with high capacity core infrastructure networking equipment, such as Cisco, Nortel, Juniper, and other industry-leading hardware.-Efficiently managed technical records, customer issues, change control notifications, and trouble tickets within multiple CRM systems, including HP Service Desk, IBM Remedy, and Microsoft Visio.

Calgary, Alberta, Canada

-Collaborated closely with Project Coordinators and service providers to facilitate telephone new bulk number assignment and ports, ensuring seamless transitions from other carriers.-Reviewed intra-team order completion and management to guarantee accuracy and adherence to necessary deadlines.-Cultivated strong relationships with Carriers (CLEC/ILEC), ensuring compliance with proper CRTC telecom procedures for number porting, while maintaining a positive rapport with other providers.-Maintained and administered the Shaw Business Solutions telephone numbers database, ensuring accuracy of E911, 411, and other listing information, while also processing Move, Add, Change, or Delete (MACD) requests.

Calgary, Alberta, Canada

-Led a team of four individuals with a national scope, diligently investigating and taking decisive actions against issues impacting the Shaw digital phone network, such as telemarketing and national DNCL complaints, harassment, and other illegal or abusive activities.-Served as a trusted triage point for internal and external customers, providing expert guidance on phone security, fraud, telemarketing, and regulatory matters.-Conducted thorough research to resolve irregular billing or miscellaneous issues related to Shaw's phone services, ensuring customer satisfaction and operational efficiency.

Calgary, Canada Area

-Delivered exceptional technical and sales support to customers, addressing inquiries and concerns related to Shaw internet, digital cable television, and digital phone products.-Expertly handled various technical issues, including TCP/IP, general port forwarding, and networking support for Windows, OSX, and basic Linux platforms.-Collaborated closely with field technicians, facilitating the provisioning and activation of new or replacement hardware for internet, digital phone, and television services and subscriptions.-Demonstrated excellent customer service skills, ensuring a seamless and satisfying experience for customers.