My primary role is to assist customers with troublesome issues they may be experiencing. This requires getting to the root cause of the issue, coordinating and engaging support teams to find a resolution, and following up with the customers to ensure their problem has been effectively resolved. Additionally, I provide coaching to our support and implementation staff, analyze customer service call quality, trend metrics of support calls, and assist with client communications.

Infrastructure and OperationsAnalyst Supplier Management (telecommuting from Penticton to Calgary)- Maintain three IS budgets totaling approximately eight million dollars- Participate in monthly budget reviews- Responsible for monthly outlook, accruals, variance analysis and quarterly budget forecasts- Work with vendors to ensure invoices are delivered accurately and on time- Verify and approve all systems identified by the vendors for the purpose of their inclusion or exclusion for items identified in the billing guide- Manage all processes in relation to the HP, IBM and Softchoice contracts- Identify service issues in relation to network servers, LANs, desktop services and mainframes; resolving any issues in a timely fashion- Escalate service related issues to HP, IBM and Softchoice or CPR management- Project Manager for the upgrade of the CPR Active Directory Servers Service Pack installation- Project Manager for the installation of a new telephony system for the CPR Automated Equipment Identification System

Team Captain/Incident Resolution Coordinator- Provided front line phone support for all IS related issues¡-Assisted users with the configuration/troubleshooting of Lotus Notes, MS Office, Rumba, Internet Explorer, and different LAN/WAN issues- Assisted users with domain permission issues through Active Directory- Created and updated support documentation for the USC- Performed on-call duties, and ensured timely resolution on all high severity incidents- Provided guidance, coaching and mentoring to fellow co-workers as Team Captain- Responsible for the construction of the USC Staffing Schedule- Responsible for creating and delivering the USC New Hire Training (extensive three-week training course)- Instructed new hires in the use and troubleshooting of Rumba/Host on Demand, Service Centre, Active Directory, Lotus Notes and SAP- Developed/revised training material when new applications rolled outUser Support Center Project Work- Assisted in the testing of numerous service center enhancements- Responsible for ensuring that the retrofit of the User Support Centre was completed successfully, Included the setup and configuration of Windows 2000 Professional desktops- Ensured that all User Support Center software was installed and running properly- Assisted in Disaster Recovery Tests- Assisted in the User Support Center coordination/preparation for the World Petroleum Conference and G8 Conference- Instructed the Call Certification sessions to certify new call monitors

Computer Department Assistant Manager/Corporate Computer Salesperson- Staff scheduling, dealing with customer concerns, provided supervision and guidance to computer sales and technical staff- Technical support, trouble shooting software/hardware problems, network installations, software/hardware installation- Sales and support of IBM, Compaq, Hewlett Packard, NEC/Packard Bell, C-Data personal and business computer systems and peripherals- Regular and special product ordering and product Return Merchandise Agreement’s- Established and maintained numerous corporate clients by providing solutions for their networking and system/software needs- Developed proposals for tender requests