Inbound Call Center – Contract - Working from home. Provide premium inbound front-line technical support to residential and small business customers on behalf of the Telco clients. Remotely resolving all types of hardware and software issues, including print services, anti-virus, email and browser issues on client PC, MACS, tablets, and other IP devices. Analyze problems in Windows Vista, Windows 7, 8, 8.1, Windows 10 and Mac and provide immediate solutions for customers.

Provide computer/network support to Anglophone North School DistrictPerform regular upgrades on computer hardware, software and printers.Regular Deployment of Win X to 400 + computers, laptops and netbooks using MS Deployment ToolkitRegular Win X Image Creation Troubleshoot daily technical issues in a timely manner.Monitor and co-ordinate on-site help-desk service calls.Student netbook project management.Network cabling and Cisco switch maintenanceServer maintenanceActive Directory Following excerpt taken from School District 15 email:To: John McLaughlinSchool District 15 Just wanted to fill you in on the progress we have made at Superior Middle School over the last few months. We had an issue in our Win-school system that caused teacher mark files to get corrupted. This would often result in data loss for teachers. During the last report season, some staff entered mark multiple times only to have all their work deleted. The department sent our database to Pearson, who was unable to assist. Pearson stopped supporting the Marks feature due to frequent issues with data corruption. We also had the outstanding request to allow staff to enter marks from home. Our SMS technician, Diane, has created a solution to resolve these issues. Teachers now can check out a marks file, enter marks when and where they want (including from home) and then check the marks file back in. Charlene has uploaded all the data and we are pleased to report there was no data loss and Report cards are complete. The SMS staff is elated! Sincere thanks to you Diane for taking the time to find a solution! John, we hope to roll this feature out to other schools in the near future.

Provide third level (tier three) support for Canadas real estate and mortgage-related industries.Perform internal Windows and Macintosh desktop support. Macintosh network and infrastructure support. Backup management for over 100 Macintosh and Windows servers. Deployment of software upgrades for WAPP; Mortgage Base; Express; DMS; Forms; Celerity.Create and review new/existing technical documentation.Project management Following excerpt taken from Filogix email:To: Jon FujiCc: Diane RoySubject: Start the Paperwork!Diane deserves a raise/promotion right now!! In less than 30 minutes, she had my S:\ drive access via VPN properly configured. But more importantly, she made me a VERY happy camper! And you know me Jon…. that's no easy feat!! Cheers & many thanks to Diane for a job VERY well done!!Heather Householder a.k.a. RitzBusiness Analyst – Filogix Inc.p 519.649.2363 x 2270

Provide bilingual first level (tier one telephone and call records) support to TD Bank Financial Group corporate clients. Ensure standards, policies and procedures are in place, compliant with TDIT’s Disaster Recovery Plan (DRP) to restore IT based systems to the customer in the event of a significant service disruption or disaster under strict time-lines. Provide appropriate support to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions. Coordinate and monitor on-site dispatches for hardware replacement at all TD Bank branches across Canada.Perform Help Desk troubleshooting and problem solving for LAN, PC, ABM, Mainframe applications (Net-view, TSO, MVS) Lotus Notes 5.06/6.5, MS-Office and Lotus Smart-suite.Provide training for newly hired representatives.Following excerpt taken from IBM Global Services Monthly EUS QTM Team Evaluation:To: Diane Roy IBM Global Services BLAN Service Desk dianeroy@ca.ibm.comCongratulations on your perfect score Diane! Thank you! Sent by: Helene Bouthillier - EUS QTM Admin