• Responsible for providing prompt and professional technical support to clients and prospects, ensuring maximum customer satisfaction and building long term client loyalty• Analyze and resolve clients’ application issues on various operating system platforms (Windows/Unix/Linux) and back-end databases (MS SQL Server, MySQL, Oracle) over a customized Apache web server interface• Use SQL queries to extract relevant information from the database in order to create customized… Show more • Responsible for providing prompt and professional technical support to clients and prospects, ensuring maximum customer satisfaction and building long term client loyalty• Analyze and resolve clients’ application issues on various operating system platforms (Windows/Unix/Linux) and back-end databases (MS SQL Server, MySQL, Oracle) over a customized Apache web server interface• Use SQL queries to extract relevant information from the database in order to create customized reports• Apply SQL queries to access data for further analysis and update content as a result of data corruption or inconsistency• Use VMware to create virtualized environments to replicate client issues, test prospect environments and upgrade software deployments for current clients• Help prospects achieve a successful software implementation and evaluation by providing consulting, training, product demonstration and installation services through ad hoc and regularly scheduled WebEx sessions• Respond to user inquiries and support requests via email, telephone, Salesforce help desk ticketing system, community forums and web portal cases• Help clients plan and deploy software upgrades, migrations and maintenance projects• Resolve issues related to upgrade and migration failures, data storage capacity, Active Directory or LDAP authentications etc.• Escalate issues internally and engage internal resources, service engineers and account executives when required• Gather user feedback and identify process or product enhancements that can help maintain a competitive edge and further the 'uptime software' success• Help manage internal and external product support and debugging tools content to provide better team and end user training and development• Create and update documentation information for external or internal knowledge base articles and solutions• Continuously develop and maintain a working knowledge of IT operations management, current technologies and industry trends Show less

• Provided responsive technical support to retail and wholesale Tucows customers in solving product/system functionality problems and also offered background support and training to Tier 1 Support Technicians• Responded to customers’ telephone or email inquiries• Determined the nature and likely causes of the problems, recommended corrective action and guided the customers through the necessary steps• Ensured all escalations follow proper process and get followed up appropriately… Show more • Provided responsive technical support to retail and wholesale Tucows customers in solving product/system functionality problems and also offered background support and training to Tier 1 Support Technicians• Responded to customers’ telephone or email inquiries• Determined the nature and likely causes of the problems, recommended corrective action and guided the customers through the necessary steps• Ensured all escalations follow proper process and get followed up appropriately with the customer• Monitored major customer environments to ensure a high level of system/application availability• Provided pre-sales and customer account support to ensure that the customer has purchased the ideal product• Assisted Quality Assurance by testing products and reporting problems• Recommended solutions where appropriate, to better meet customer needs• Trained new employees on products and technical procedures• Provided technical support and assistance to sales personnel and customers through the selling cycle• Assisted with developing documentation for distribution to the team and for customers Show less

• Redesigned and configured the digital printing network for the black and white and colour departments in the company’s second largest branch located on Wellington Street in downtown Toronto• Technically supported the networked printing stations and offered training to new employees• Operated and maintained various Xerox and Hewlett-Packard digital desktop publishing systems as well as the StationLink, DFS and PlanRoom customer support systems

• Configured, operated and maintained the digital printing networks for various sites of Xerox Canada's Document Management and Consulting Services Division (Hay Group, Saint John Ambulance, Gardiner Roberts LLP, Deloitte and Touche LLP, Borden Ladner Gervais LLP, EDS, Ontario Dental Association, etc.) • Technically supervised the document management and imaging operations of the three most profitable accounts (Canadian Tire, Allstream and Ontario Association of Children’s Aid… Show more • Configured, operated and maintained the digital printing networks for various sites of Xerox Canada's Document Management and Consulting Services Division (Hay Group, Saint John Ambulance, Gardiner Roberts LLP, Deloitte and Touche LLP, Borden Ladner Gervais LLP, EDS, Ontario Dental Association, etc.) • Technically supervised the document management and imaging operations of the three most profitable accounts (Canadian Tire, Allstream and Ontario Association of Children’s Aid Societies)• Successfully combined managerial skills with technical abilities to train new employees in the operation of various digital printing systems in a network environment Show less