Jeramy Reid Email & Phone Number

Calgary, Canada Area

• Responsible for engaging and directing Major Incident bridges with high visibility or impact to Business operations, revenue generation or safety. Reported directly to the Director of Service Operations and worked to.
• Proactively developed and implemented knowledge management tools, to centralize information and procedural documentation and updates, resulting in a standard approach for all members of End User Support and Service.
• Developed and implemented automation tools, resulting in a savings of over $600,000 annually in support costs.
• Created security lookup tools to ensure End User Support was able to correctly issue server-level password resets accurately and quickly on a daily basis, while remaining SOX compliant.
• Scripted on-demand reports, to determine short- and long-term trends, in CSV and Microsoft Excel formats, pulling data from a range of alerts and freehand emails which were sent to the team, enabling Management to see.
• Learned how to work with unfamiliar programming languages on a server level, in order to maintain and enhance the High Urgency Notification system which was already in place, increasing performance and stability of the.

Calgary, Canada Area

• Responsible for the active monitoring of key patient-critical applications within Alberta Health Services. Performed ongoing leadership to the Operations Support and Service Desk teams, including training and proactive.
• Senior Tier 2 support and supervisory position on a team of 35-40 Agents for Alberta Health Services.
• Direct reporting supervisor for a team of 4 Operations Support Analysts on a 24x7 basis, plus 4-5 dedicated after-hours agents.
• Refined existing documentation and authored new processes, including Operations and Team Focal specialist training materials.
• Authored and maintained the approved Business Continuity Plan, which proved effective when put into practical use, allowing for uninterrupted service during the 2013 Alberta floods.
• Rapidly designed and deployed a standardized Windows 7 image across the entire team, with multiple hardware configurations. This included backing up, imaging and restoring profiles and required data to ensure a.

Calgary, Canada Area

• Provide basic and advanced computer tech support for customers, over the phone and through remote desktop application
• Directed configuration and setup of television, home theater and cable systems over the phone
• Book service calls and track issues as they occur, for escalation to operations team for further investigation and determination of wide-scale problems with minimal duration of impact
• Train new staff for procedures and resources, to increase efficiency and skill set to improve overall quality of support provided to Customers