Jim Cummings Email & Phone Number

Cambridge, Ontario, Ca

• Provided Tier 1 Support Technicians with technical assistance by phone, email, chat and ticket system. • Communicated directly with end users to learn specific details on the issue they are experiencing, working through various troubleshooting techniques to resolve. • Resolved complex issues related to user hardware, software, and security.• Identified improvements on procedures.• Provided support to Tier 3 (Infrastructure & Security) for incident management and projects.• Escalated issues to Tier 3.• Provided support for IT related projects.• Performed remote and local troubleshooting, determining the best solution based on the issue and details provided by agent.• Completed new laptop and desktop configuration.• Trained new Tier 1 Support Technician hires on using applications.

Cambridge, Ontario, Ca

• Provided first point of contact for agents seeking technical assistance by phone, email, chat and ticket system. • Identified improvements on procedures.• Provided support for IT related projects.• Escalated issues to Tier 3..• Completed Employee Changes, Onboarding and Offboarding updates for network account access.• Performed remote and local troubleshooting, determining the best solution based on the issue and details provided by agent.• Completed new laptop and desktop configuration.• Met SLA First Response = 98% annually.• Met SLA Resolution = 99% annually.• Trained new hires on using their equipment.• Assisted team members and provided support.

Toronto, Ontario, Ca

• Manage evaluation, installation, integration, testing, configuration, and deployment of new enterprise applications, email and calendar management systems, system software, products, and/or enhancements to existing applications.• Telecommute - Systems Administrator• Implement long-term strategic goals and short-term plans for managing and maintaining IT systems.• Assist in the development of documentation for all IT and Software-related processes. • Develop and maintain a network security strategy, securing the integrity of firm data. • Collaborate with firm associates in testing new processes and applications • Serve as resource for firm staff on all IT related issues.• Develop services and environments that are scalable for the future in regard to reliability, growth, performance and productivity.ACHIEVEMENTS:• Identified and resolved issues that will save S. Sutton and Associates $34,000 over 3 years.

• Provided technical support and guidance for Vista, Windows 7, Windows 8, Windows 10, Mac OS X, Android, iPad and iPhone.• Installed software, modified and repaired hardware and resolved technical issues including formatting, removal of virus and malware.• Directed strategic plans, policies and procedures regarding all technical support operations within the company to accomplish corporate goals and objectives.• Implemented exceptional technical service, support training, and maintenance for all internal and client computer systems.• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.• Implemented service desk system, recordkeeping systems, and other administrative control processes for smooth running of day-to-day activities.

Us

• Resolved customer complaints by identifying problems and taking appropriate corrective action.• Demonstrated professional etiquette and manners when interfacing with customers which resulted in 30% improved feedback from customers.• Assisted team members and provide support and solutions to customer queries to meet company objectives.• Diagnosed Windows 7, Windows 8, Windows 10, Android and Mac OS X operating system problems, repaired all issues, removed Malware and Virus infections.• Installed, configured and modified hardware and software to ensure optimal performance.

• Provided technical support and guidance for Windows XP, Vista, Windows 7, Windows 8, IPad and IPhone.• Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.• Installed software, modified and repaired hardware and resolved technical issues including formatting, removal of virus and malware.• Prepared end-clients on utilizing Windows OS and other programming.

Alexandria, Va, Us

• Converted 70% of end-users to VMware helping to achieve client 80% SLAs.• Streamlined procedures for on-boarding reducing class time by 50%.• Escalated system issues to third party venders to achieve clients 80% SLAs.• Consistent customer service satisfaction rating of 93% or higher.• Converted end-users to VoIP from landline saving over 200K.• Provided technical support and guidance for over 900 remote home-based agent's workstations and business applications including Astute Solutions ePowerCenter, Interactive Intelligence Interaction Client .Net Edition, Interactive Intelligence SIP Softphone, Cisco VPN and VMware View Client.

Montreal, Quebec, Ca

• Identified process gaps between departments that saved Bell Internet Management Services $4 M in 1 year.• Raised customer first time connection rate to 80%.• Successfully reduced company costs and contributed to a significant decrease in membership cancellations.• Conducted and scheduled investigative tests, repairs, and overhauls of robotic, and automated manufacturing and processing equipment to ensure proper operation. Documented inspections, maintenance, repair work, and failures in maintenance logs and statistical process control charts.• Worked closely with customers, offering step-by-step guidance toward problem resolution.• Guided customers through the full installation of HS Service Kits (physical and software).