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.

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.

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.

-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.

-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.

-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.

Project Management

Mcse 2000 Diploma, Network Infrastructure