Gary Moore Email & Phone Number

Ottawa, ON, CA

Austin, Texas, US

As a Product Support Specialist I provide first level support on our customer systems to ensure satisfaction. l respond to client concerns and assume ownership of assigned support cases. I then follow through until the case has been closed via phone, email, and other channels as required. RESPONSIBILITIES:- Provide product support to customers, sales.

• Provide exceptional technical support and service to our customers and partners. This position allowed me to use my technical aptitude coupled with my strong inter-personal and customer care skills. I am a natural.
• Liaise with and support in-field Customer Service agents, Sales and Customers via email and phone, ensuring effective and efficient issue closure;
• Rapidly diagnose and solve problems independently or as part of a team;
• Research, reproduce and resolve customer software, hardware, imaging and other issues. Collaborate with Product Development and Manufacturing to resolve issues when required;
• Resolve customer site issues related to clinic networking, switching, routing and TCP/IP protocols;
• Develop and implement systems to document and maintain Support records using Annidis CRM tools, Knowledge Base and Case Tracking Systems as well as the bug and enhancement database;

Ottawa, Ontario, CA

This program was discontinued and the staff were all laid off.The Canada Green Building Council is a not-for-profit, national organization that works to advance green building and sustainable community development practices. Leads the technical service and support functions for the GREEN UP program, an innovative cloud-based subscription service for.

Ottawa, ON, CA

• VideoPages is a start-up company that offers listings within an online and on-mobile, video-based business directory of approximately 16 million businesses in Canada and the US. VideoPages exhausted their financing and.
• Provided help desk resources and technical advice in order to resolve client issues
• Efficiently resolved customer concerns/questions through communications with the client and internal departments
• Developed and implemented departmental policies and practices.
• Ensured team compliance with the departmental policies and practices
• Resolved client scheduling and billing issues Technical Writing:

• Impatica is a small software company. Due to this fact, department heads are assigned many responsibilities. The areas of responsibility are as varied as Quality Control (testing); Designing Software Test Cases.
• Managed the daily operations of the help desk and support services
• Managed staff, including hiring, training, scheduling work assignments and conducting evaluations
• Evaluated and managed technical support systems hardware and software and made recommendations regarding upgrades or changes
• Negotiated, wrote and reported on internal and external service level agreements (SLA)
• Ensured Technical Support Specialist (TSS) team efficiently resolved client concerns/questions as defined within the current service level agreement (SLA)

• Project Management:
• Managed the “Client Services” Department which produced multimedia presentations for clients using Impatica’s software products Product Testing/Quality Control:
• Managed the software testing (QC) team responsible for testing all release candidate softwareTechnical Support:
• Handled escalated support cases and assisted team members with service decisions for first level support cases
• Reproduced technical problems encountered by usersProduct Training:
• Developed classroom and online training materials related to company software and hardware products

CA

• Consulted user guides, technical manuals internal documents, other departments to research and implement solutions
• Reproduced technical problems encountered by users in order to log bugs/enhancements on behalf of the customer
• Provided efficient, thorough and professional technical customer support to clients via email, WebEx sessions and telephone
• Provided advice and training to users in response to identified difficulties
• Continuously maintained technical knowledge through ongoing training courses
• Wrote and reviewed knowledge base documents towards a Knowledge Centered Support (KCS) standard

• Customer Support Management:
• Managed staff, including hiring, training, scheduling work assignments and conducting evaluations
• Evaluated and managed technical support systems hardware and software and made recommendations regarding upgrades or changes
• Ensured Technical Support Specialist (TSS) team efficiently resolved client concerns/questions as defined within the current service level agreement (SLA)
• Ensured that the Technical Support team members were using all resources available to them to efficiently resolve cases; including: defined communications with the Development and Sales teams and by conducting internal.
• Developed and implemented departmental policies and practices.

• Handled technical support cases submitted through email or by phone
• Resolved client concerns/questions through communications with the client, Engineering and Sales teams and by conducting internal (bug base, FAQ’s. technical manuals, etc.) and online research
• Developed classroom and online training materials related to company software products
• Reproduced technical problems encountered by users in order to log bugs/enhancements on behalf of the customer
• Delivered classroom and online training to both technical and non-technical trainees (internal & external)
• Ensured Support Level Agreements (SLA) were adhered to consistently

Rapid Application Development Diploma, Rapid Application Development

B. Soc & B Pub Man. Pub Pol., Social Sciences & Public Policy And Public Management