Jeff M. Email & Phone Number

Prince George, Bc, Ca

Prince George, British Columbia, Canada

Bc

Home business: remote and desktop support for all your desktop needs.See : http://rockybeach.ca

Prince George, British Columbia, Canada

• Provide a very high level of service to our client base• Develop a strong relationship with clients and staff• Contribute to overall proactive support initiatives• Provide support to both local and remote users• Create and maintain system documentation• Work on PC and mobile devices for clients• Travel to client site to address issues if necessary• Contribute to client projects as required• Support first level Technicians with coaching and Escalations• Coordinate and handle high priority issues

Surrey, British Columbia, Canada

Was Level4 Technologies until Sept. 2019 when purchased by F12.• Provide a very high level of service to our client base• Develop a strong relationship with clients and staff• Contribute to overall proactive support initiatives• Provide support to both local and remote users• Create and maintain system documentation• Take helpdesk calls from clients and create tickets in ticketing system• Work on PC and mobile device issues clients call in with• Travel to client site to address issues if necessary• Contribute to client projects as required

Surrey, Bc

Was Level4 Technologies until Sept. 2019 when purchased by F12.See above (F12) for details.

IT Support for all your desktop needs.

Richmond, Bc

• Working in a 2 man team taking calls and emails from the many Metafore clients and helping with desktop, network and server issues. • Connecting to desktops and servers remotely to troubleshoot and resolve issues.• Occasional onsite support.

Greater Vancouver, Bc

• IT Technician able to replace PCs, servers and network hardware.

North Vancouver

• Provides initial diagnosis recommending solutions of incidents and requests through phone and E-mail and where applicable, escalates incidents/requests to a higher tier. • Coordinates the mailbox and logs and processes incidents/problems related to all services supported by IT Services. • Creates new requests/incidents through an IR number and updates IR numbers when new information is received or requests/incidents are resolved. • Records, escalates, resolves and closes incidents and requests. • Provides users with updates on their incidents and requests in a timely fashion. • Ensures that high priority incidents and requests are escalated to the Supervisor or Manager as required. • Follows and implements formal incident management process and future ITIL processes as they are implemented in IT Services. • Contributes to projects and initiatives across IT Services. • Makes recommendations for service improvements to the Supervisor and Manager. • Provides exceptional customer service to ensure user requirements are understood and met.

Richmond, Bc

• Worked in a 4 man team doing a Windows 7 refresh project at Air Canada. Changing imaged hard drives on clients machines.

Surrey, Bc

• Worked on a team of 5 agents taking calls for approximately 3,000 City of Surrey employees, troubleshooting and resolving troubles as well as taking requests.• Responded to 10 – 20 calls per day involving troubleshooting MS application issues, printer connection issues, and City application issues.• Used ServiceNow to track calls and take requests. Used Windows remote to connect to the desktops.• Used Active Directory and some telephony software to unlock and reset passwords.

Burnaby, Bc

BC Tel until ISM-BC (half owned by BC Tel) formed in 1993 and ended in 1999 when BC Tel became TELUS.• Worked on a team of 30 – 50 agents taking calls for approximately 50 various TELUS IT company clients and helped them with computer problems or contacting support groups.• Handled 50-150 calls per day and worked on projects related to new clients and/or new procedures and documentation.• Worked in teams and set up tools to improve customer service.• Maintained and created documentation for each client.• Took part in the design and improvements of the documentation systems.• Provided queue manager support for high severity problems, notified managers and ensured resolutions in a timely manner.• Provided Team Lead support for agents, including helping the team with new contracts.• Designed and maintained a Knowledge Base for ideas and support Tips and Tricks that was provided to agents and support personnel to help clients.• Used Remedy and ITSM7, and Seibel for ticketing.• Took requests in Technology Service Request (TSR). Project• Designed and maintained a modular web portal for the Service Desk department for organizing breaks, schedules, meetings, reference links and other support tools.• Portal was used by 50 people in the department to keep track of tools used and keep them in all one place.Performance in my Service Desk position has been exemplary. I have had large FTR (first touch resolution) percentages every month.

Home business : Hosted, designed and maintained interactive web sites with ASP scripting connecting to MS Access, MySQL and SQL databases.

Surrey, Bc

Drive a 5-ton truck and pick up donated clothing from residents in the lower mainland and deliver the clothes to thrift stores.

Burnaby, British Columbia, Canada

Vancouver, Bc

• Worked on an IBM mainframe with TSO, JES2, VM and MVS, mounting tapes and operating printers.• Worked with team of 30 people including the print team, as well as data control team and systems operations.

Richmond, Bc

Ship and receive product, merchandise shelves and pick orders for installers and customers.

Diploma, Computer Systems

Studied Computer Systems.

Graduate, High School/Secondary Diplomas And Certificates, 12