Eric Fennell Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

60 Rue Jean-Proulx, Gatineau, Qc J8Z 2A3

Ottawa, Ontario, Canada

Kanata, Ontario

-Provide 1st level support to internal/external clients (telephone, email and online) -Accurately and efficiently document clients issues and related resolutions -Troubleshoot problems related to product applications, functions, installation andconfiguration-Provide input on frequently asked questions documents and create knowledge basedarticles-Guide customers through product upgrades and installations and provide productoverviews-Document complex issues for escalation to Tier 2-Showcase support strengths to prospects

Ottawa, Canada Area

• Provide technical support, and case resolution to AVG Partners on Managed Workplace software • Respond to enquiries in accordance with agreed time lines, procedures and quality standards.• Consult on-line web tool, computerized data base, manuals, circulars or internal resources for information on resolution procedures. Construct individual case reference files and update case management data base.• Ability to recognize when escalation is necessary. Escalate cases properly through established procedures.• Approval and creation of knowledge base articles.• Remain current on new developments and changes through ongoing circular, e-mail, and manual review. Attend training updates as required.

-Receive and respond to incoming help desk requests.-Liaise with, and provide concierge service to staff on technology equipment operation and software.-Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.-Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user software and networking software products.-Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.-Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware/software Collaborate with LAN technician/network administrator to ensure efficient operation of the company’s desktop computing environment.-Ensure that Windows-based workstations and servers comply with established policies, standards, licensing agreements, and configuration guidelines.-Review and deploy new Windows service packs, hot fixes, system updates, and vendor-supplied patches according to best practices.

Responsible for management of technology department and all related projectsSupervision of Web Services Technician, ensuring successful project roll outs, efficient support and training to clients, and responsible for conducting performance evaluationsProject Lead for development and implementation of major projects affecting over 6,000 agents across Western Canada (data aggregation, lead management, website redesign, social media, online tools and services)Liaise with Advertising Department to research and promote innovative marketing strategies (web tools, social media sites)Organize, moderate and present technology breakout sessions at national conferences with audiences of up to 1,000 attendeesCreate and present 2-hour technology module for approximately 60 new sales associates monthly Maintain servers (Windows 2003, 2003 Exchange, Blackberry Enterprise, Genesis/ Security)Maintain hardware and software for 25+ workstations (MS Office Suite, Veritas Backup Exec, Trend Micro and REGION 2000 database

-Provided internal network support for over 8 servers including 2 terminal servers-Maintained internal hardware and software support for over 40 workstations-Provided accounting software support for internal staff and over 200 clients across Canada and the United States-Installed accounting software for new and existing clients, which included travel across Canada and the United States-Installed new servers, hardware and software for existing and new Vadim clients -Provided new employees with Vadim networking overview which included client connection details, e-mail, internet, and software training-Set up VPN and terminal server connections for fast and efficient support between offices -Maintained multiple databases using Microsoft SQL-Maintained client support through ticket tracking software

-Provided technical support to Sales Associates across Western Canada and employees at Corporate Office, which included database management, MS Office suite, e-mail, Blackberry and Palm software support-Maintained 18 XP Professional workstations over Windows 2003 server-Maintained RE/MAX website, Western Canada Gateway page and was the RE/MAX Mainstreet liaison with RE/MAX International-Created web brochures and websites for upcoming conferences and for information on technological tools, tips and upgrades-Presented 2-hour Technology Seminar on a monthly basis to new Sales Associates from across Western Canada

-Support connection to internet via DSL on multiple Windows and Macintosh operating systems-Support and troubleshoot issues with Alcatel, Alcatel USB, Nortel & Efficient Network Speedstream modems-Worked with PPPoe software that enabled customers to connect with Sympatico servers-Supported web based programs (eg: getmail, and sympatico/Lycos web site)-Provided technical assistance and training to other help desk agents and led team meetings in Supervisory role-Provided technical support for multiple e-mail programs -Worked with ticket tracking software, Remedy-Responded to customer inquires by providing technical assistance via e-mail and telephone

Project Management

Mcse 2000 Diploma, Network Infrastructure