OwnerHair Expectations Salon and SpaWow. I have a whole new respect for all entrepreneurs. My wife and I decided to take on this big endeavor in 2009. Blood, sweat and tears (and bank appointments) allowed us to open. It is not easy as a family to do this, but we always dreamed of using our retail experience to run our own store. Shop local!Please don't ask me to perform any salon and spa services. I would not do nearly the job that our team does. I work on the advertising, web design and graphic design to assist my wife as she manages a stellar team.

• Gather workflow integration requirements to meet customer expectations and manage the steps to delivery• Work with Account Management as the key technical advisor to drive sales• Develop and deliver product demonstrations to both business and technical users• Establish credibility, personal rapport and strong relationships throughout the sales cycle• Interface with strategic partners such as SalesForce.com Sales Engineering teams• Respond to functional and technical elements of RFPs/RFIs• Convey customer requirements and enhancement requests to the Product Management team

I have the pleasure of dealing with prospective customers in a pre-sales role. What exactly do I do?∙ Set up trial environments for our prospective customer∙ demo the trial environment to the future customer vie GoToMeeting∙ facilitate technical calls with the prospects IT departments; address integration concerns∙ assist in onsite presentations to the executive teams∙ support our customer account managers with any customer concerns and assist in new module sales∙ exceptional customer service - always

• Manage Service Desk ticketing system• Administer Active Directory, Exchange, BES, BDS, UDS accounts• Hardware and Software support for internal customers• Set up staff workstations with PCs, phones and laptops• Met and exceeded company service level and satisfaction goals• Resolved internal customer technical issues in a clear, courteous and straightforward manner• Q3 2013 - Performance Bonus from CFO

• Provide first point of contact for technical issues, troubleshoot and resolve or triage• Manage Remedy ticketing system for work order requests or incident related issues• Front facing technical support, email technical support and phone technical support for internal customers• Responsibilities include Active Directory user/domain administration - Cisco VPN, Odyssey & SecurId VPN token support and administration - Blackberry Fusion, BES & BIS Support and administration, hardware and software troubleshooting

• Manage the computer service repair division which involves all aspects of internal warranty and manufacturer warranty repair for desktops and notebooks• Ensure speedy ordering, repair and part return for all major manufacturers• Establish and maintain a profitable in-home/onsite repair service• Liaison between the sales floor and the technical services team to ensure that needs are met on both sides and that targets are exceeded• Restored accurate billing and paperwork to establish a profit generating department – increased profit by 14% over FY09• Consistent department ranking of top 20% in Future Shop stack ranking

• Foster a motivational work environment to increase performance and surpass sales and profit objectives• Track weekly associate performance and increase selling and technical skill set through mentoring and coaching• Monitor three departments (Computers, Communications and Technical Services) for volume, gross margin and performance metrics• Interview and hire to fill positions and build a dependable, efficient and successful team

• Manage ethical practices, technical performance and troubleshooting competencies, schedule adherence and career development of 28 senior computer technical support specialists• Performed mid-year/annual reviews for performance bonus and merit increases• Cultivated a team based resolution culture to create a superior customer experience• Honoured to have been selected for one week intensive and elite management training (Leadership Academy) Q4’07• Chosen to lead a “Training Queue” team during the Ottawa site ramping phase to guarantee that the team would meet floor standards for performance• Created and facilitated the quarterly scheduling for Dell On Call by choosing and leading the committee and the creation of shifts that would create increased morale and job satisfaction• Participated in a Total Solutions Committee that created incentives, training and goals that lead to the enterprise wide best of breed status in sales• Participated in the Stack Rank Committee to assist in assessing the Dell On Call quarterly rankings that are used to meet and exceed business goals• Recognition: Team of the Quarter - Q3, 2006

Resolution Specialist•First 50 hire•Assisted in the creation of policy and procedure to ensure that Ottawa had a successful business launch, resulting in enterprise best of breed for the first quarter of operation•L2 expertise for troubleshooting and assisting agents through a technical phone call•Handled all escalations and performed escalation troubleshooting•Coaching and auditing of agents to increase call control and resolution speed•Joined enterprise wide weekly conference calls to improve process and procedure.•Performed weekly training sessions to fill training or technical gaps•Resolution Specialist for Team of the Quarter – Q1, 2006•Recognition: Resolution Specialist of the Quarter – Q1, 2006

Warranty Depot Technician•Operate a warranty depot covering thirteen stores in Eastern Ontario for HP/Compaq, Toshiba, Sony, Averatec and SPM•Troubleshoot, diagnose, order and repair manufacturer’s computers that fall under the limited warranty•Support, develop and empower in-store technicians to reach store objectives in technical sales and service•Identify areas of technical service growth and correspond with central Ontario supervisor to implement ideas•Maintain customer service levels and act as a seamless representative for our various vendors

Tailored departmental selling culture and training to meet and exceed company objectivesDeveloped several incentive programs to stimulate selling culture and atmosphere in order to achieve required budgetsSupervised, trained and mentored part time associates on new policy, procedures and technologyResponsible for weekly departmental sales objectives, shrink goals and all aspects of merchandising and presentation for technology products