Jon Park Email and Phone Number

Develops new and revises existing testing conditions in order to test requestedsystem specification changes/requirements made by functional areas.Prepares test case material based on developed test conditions.Writes or electronically prepares incident reports that identify system deficiencies and verifies the resolution of such deficiencies.Provides complex and comprehensive technical advice, guidance, assistance to management and clients.Performs examination and analysis of applicable testing output and verifies resultant updates to information systems.Performs on-going monitoring of applicable production programs and reports on findings.

Provide field support to the Bank of Montreal (BMO) for a Windows 10 upgrade project.Provide onsite support to the Ottawa Police Service for the migration of all OPS users to Windows 10 and Microsoft Office 365.Replace hardware, ensuring network connectivity and correct connection of cash dispensing machines.Liaison with technicians on bridge to complete any needed task necessary for successful migration.Triage and fix issues with user Outlook mail profiles, office licensing, user account settings, desktops, laptops and printers.Setup work mobile phone with new software, configure outlook, vmobile, rms.Re-image workstations as needed and re-connect to the Ottawa Police Services domain.

Deliver excellent customer service to clients by actively listening to their needs, identifying problems and effectively communicating information to stakeholders.Provides prompt, courteous technical support to a diverse client population in a busy environment.Maintain positive relationships with internal and external clients.Receive and triage customer inquiries from web forms, email, and phone calls.Route tickets to the appropriate engineers.Document calls according to standard operating procedure.

Provide property management services to tenants such as: write and post rental and job ads, respond to tenant inquiries, and book rental viewings.Perform finance duties such as collect and deposit rent cheques, audit accounts for arrears, write letters for arrears, send rent increase notices, process credit reports and submit results to property manager.Provide office management services with the ordering stationery and suppliesEnsure that health and safety training of staff is up to date.Assist with the hiring of staff by posting jobs and arranging interviews.

Lead a team of sales associates by providing training, performance management, employee engagement, recognition, staffing and disciplinary functions.Manage the day-to-day operations of a retail store including staff scheduling, inventory management, and shrinkage monitoring.Provide weekly, monthly and quarterly reports to head office regarding sales numbers and inventory.Resolve issues between staff as required while being sensitive to the needs of the staff, the requirements of the company, and legal standards.Make decisions based on company policy while considering the potential public relations issues when dealing with customers.Ensure proper staffing levels while schedule within budget constraints.Open and close store while being accountable for handling cash.Delegate tasks to ensure the smooth running of a retail store.Educate consumers on featured products that require specific and technical knowledge.Conduct product placement to increase sales.

Answer inbound calls and address the customer's technical support needs in a timely fashion.Provide high-level technical support on operational issues or maintenance of PCs and/or peripherals.Use troubleshooting techniques and tools to accurately identify problems.Apply the most effective solution for identified problems.Research and consult with peers if or when unable to quickly identify the cause of a problem.Assist team members in formulation of problem solving techniques for newly discovered issues.Remain knowledgeable on Dell's current product line and service offerings.Keep up to date on emerging computer issues.

Supporting MCI (now Verizon) employees through inbound inquiries.Take inbound calls and place outbound calls via a web based ticketing system.Supported email (Microsoft outlook, pop and exchange email accounts) and remote access (vpn connection using RSA SecurID two-factor tokens and Nortel vpn client software).Collect information, report outages (server, application, network) and route to applicable support groups as required.Support Windows XP and 2000 when needed plus help determine if connection issues were account related versus OS related.Handle tickets depending on priority to ensure any Service Level Agreements were met.