Jonathan Mccarthy Email & Phone Number

Markham, Ontario, Canada

• Handling Program inquiries via telephone calls, emails, web-tickets, video calls and chat interactions from the public and Inspections Centre representatives• Acting as the first point of contact for assistance with policy/program information, equipment ordering and other general inquiries• Fostering relationships with Inspections Centre representatives• Handling sensitive and complex issues in a timely and accurate manner• Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution• Interact and liaise with internal and external departments to review and resolve customer concerns• Proactively manage key performance indicators and meet service levels for support response time on calls, chats, emails, and video conference• Achieve Quality Assurance targets• Proactively call out to customers when needed for service-related matters• Participate in special projects and perform other duties as required

Toronto, Ontario, Canada

• Provided first-level support to users experiencing technical issues• Troubleshoot and resolved hardware and software problems• Assisted with the setup and installation of user home/office equipment and peripherals• Maintained inventory and ordered supplies as needed with vendors• Participated in the adherence and maintenance of technical documentation and Knowledge Base articles• Delivered excellent customer and client services according to company protocols and procedures

Toronto, Ontario, Canada

• Provided technical support for all enterprise locations, with a focus on critical issue resolution• Maintained and updated support ticketing software and documentation for reporting• Expertise in troubleshooting end user software applications and hardware, including POS, laptops, desktops, and mobile platform support• Provided remote support for retail POS, theatre A/V systems, and home/office equipment• Assisted with theatre and office system deployments and upgrades, including POS rollouts, workstation installations, printer replacements, and network upgrades• Worked with internal IT resources and vendors to resolve hardware and software issues• Participated in projects and tasks assigned by the IT department and support teams

Toronto, Ontario, Canada

• Assisted users with technical issues and provided training documentation and support• Documented incident record for reporting and resolution of technical issues• Installed and configured computer systems and related office equipment• Assisted with the maintenance and support of user account management, enterprise software applications,networking infrastructure and VPN/Remote desktop environments• Participated in the development and implementation of IT projects, protocols and procedures

5095 Yonge St

• Proficient communication through telephone and email with internal and external company contacts• Excellent customer service skills• Problem solving and troubleshooting• Leadership experience managing a team of 20-30• Consistency with company policies and procedures• Training and staff management, scheduling and task delegation• Experience handling large crowds and emergency situations, including escalations and evacuations• Cash handling and business experience as Treasurer• Assisting management team with tasks and duties• Efficient time management in a fast-paced environment, with productivity during non-peak intervals

• Operated playback of strictly scheduled show times, and threading of film for standard 35mm projectors, Sony Digital projectors, and Digital Sound Systems• Regulatory maintenance and cleaning of 35mm projector equipment• Conducted organization and cleaning routines of the booth projection areas• Break-down and logging of commercial or industry feature 35mm film prints• Addition and removal of 35mm film for trailer purposes• Regulatory cleaning of theatre auditoriums and washroom facilities• Assisting guests with any requests or service needs• Direct patrons to appropriate concession areas, restrooms and telephones• Regular checks for proper film presentation and audience behavior• Conducting guest orders and purchases in a timely manner• Training experience using Up-Sell or Suggestive-Selling techniques

Ontario College Diploma, Music Business Administration / Management

Activities and Societies: MBM Backstage Photography, MBM Durham Music Directory

Education record

Police Foundations

Ontario Secondary School Diploma