David Simerson Email & Phone Number

Richmond Hill

Richmond Hill

Richmond Hill

Toronto, Canada Area

Mississauga, Ontario

Mississauga, Ontario

Mississauga, Ontario

Started as an After-Hours shift primarily working alone or with a partner. This position required quick learning and the ability to work with little to no supervision. In this position, I was tasked with providing support to 20-30 clients covering all aspects of their IT infrastructure and in some cases Facilities. We also acted as the NOC and monitored devices and reacted to Events generated by systems. Support was provided by Phone, Email, Inbound Tickets, Voicemail and Alerts. We diagnosed and resolved issues, but also would handle the escalation to internal/external resolver's and for some calls we would even order parts and manage technician dispatches to site.I quickly became a senior resource and was involved in training new Service Desk analysts and was tasked with taking over the Monthly Reporting Process as this could be done in the quiet hours at night. This sparked an interest in Excel and I began to learn how to use Excel to automate data manipulation tasks through VBA macro creation and formulas. With this I was able to shave 10-12 hours of effort every month.I was later moved to a daytime shift to enhance the skills available during the day.

Mississauga, Ontario

• Supervised a team of 6-12 technicians to process orders of computer equipment based on customer guidelines and procedures with the outcome to provide secure Data eradication and environmentally friendly equipment disposal• Recorded asset information into a customer database and provided secure Data Eradication of all data residing on the equipment with a double sign off procedure• Created House Waybills to track all inbound/outbound shipments in Transgroup Operations Software• Coordinated outbound shipments of all completed equipment to Computers for Schools or Our Scrap vendors that would separate all materials for proper recycling• Trained technicians on internal and customer procedures as well as office staff on internal software usage and resolved software and hardware issues• Provided helpdesk support for all employees in the organization• Created internal procedures for the Computer Disposition department as well as Warehouse staff• Created an Internal Auditing Procedure to audit all aspects of the technician’s work process• Performed weekly Audits of Technicians work, with focus on Quality and Accuracy• Coached Technicians on issues with work, and on ways to avoid a reoccurrence• Wrote HR letters and notices for technicians for attendance issues, work process issues, performance, etc.• Ensured Disposition department was equipped with supplies and replenished when needed as well as coordinated trash removal and maintenance of the facility• Assisted with all aspects of the warehouse staff when short staffed (warehouse Pick & Pack, Shipping & Receiving, and Computer Disposition departments)

Woodbridge, Ontario

• Followed Procedures to process orders of computer equipment with the outcome to provide secure Data eradication and environmentally friendly equipment disposal• Recorded asset information into a data base and provided secure Data Eradication of all data residing on the equipment• Updated Service Desk Incidents in Magic and completed Asset Removal Requisition (ARR) forms• De-Tagged equipment and organized it to be shipped out, equipment was either scrapped, Donated, or shipped back to warehouse for Re-Use depending on customer guidelines • Created PO’s to receive all redeploy equipment into customer warehouses• Trained new technicians on internal procedures and guidelines• Documented procedures and assisted in the planning to create an Asset Recording database to track all equipment • Tested the Asset Recording Database Driven Website and provided feedback to software developers.

Markham

• Provided Technical Support for Printers, Scanners, All in One Printers, Projectors, Print servers, digital cameras and supported advanced color matching issues• Supported PC and Mac environments• Provided Support on the phone as well as over email• Handled irate customers and worked with the customer relations team when needed

Richmond Hill, Ontario

• Handled incoming calls mainly related to Internet connectivity and email issues• Provided excellent customer care • Performed above call centre expectations handling on average 45-50 calls per day• Escalated any unresolved issues to second level support or to network support• Educated customers on account and billing enquiries• Addressed and troubleshot technical issues over the phone with customers