Dylan Walters Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

Montreal, Quebec

Montreal, Canada Area

Director of Services, 2010 - 2015• Project lead for developing a remote monitoring and maintenance (RMM) managed service (MSP)• Bilingual sales of multi-platform solutions for SMB to enterprise; $1.8M in annual revenue• Team management:o Professional services team, use of metrics and objectives to measure and report on service deliveryo Evaluation, on-boarding and training of new employees in a team of 7-10 technical professionalso Hardware repairs for Macintosh, iOS and data recovery; maintained maximum SPELL scoreso Managed resource utilization (avg 90%) to meet delivery, internal and training requirements• Service management: Project management, supervised incidents and resource prioritization to meet or exceed client SLAs• Successful migration and configuration of company CRM/ERP/PSA (Connectwise) to automate service and sales processes, including evaluation and negotiation of competing systems• Active member of corporate administration council contributing to strategic planning and addressing ongoing business and market needs

Montreal, Canada Area

Technical Coordinator, 2004 – 2010• Sales of products and projects; personally averaged over $1M annual sales in products• Coordination of IT consultants and project delivery for broad client base• Service management (repairs) to maintain maximum SPELL scores: recipient of Apple Commitment to Excellence Award 2008, 2009 and 2010 (end of program)• Vendor management – product evaluations and integration, support request facilitation, certifications

Montreal, Canada Area

• First point of contact for incoming client sales and service requests, repairs, parts and products for resale• Developed superior customer service skills and the ability to continuously multi-task and prioritize• Performed inside sales consultations, including quoting, negotiating and closing the sale• Managed internal purchases, RMA, and product inventory

Montreal, Canada Area

• Provided sales and configuration of Apple computers and mobile devices (Palm, Psion, WinCE) • Supported sales staff with technical recommendations to resolve customer issues (Mac/Windows)• Performed hardware repairs and upgrades according to manufacturer requirements• Maintained entries for accounting and reporting of customer requests

Montreal, Canada Area

• Provided sales, installation and support of technical solutions focused on Apple technologies• Repaired Apple products, both in-house and on-site• Responsible for technical support for workstations, servers and networking

Toronto, Canada Area

• Provided maintenance of servers and workstations (Mac/Windows), and technical support for employees• Managed IT hardware and software inventory, user account management and remote access• Performed testing and demonstrations of pre-press solutions in development• Maintained demo showroom equipment for pre-press workflow solutions