Ken Black Email and Phone Number

• Acted as an extension of the department manager by supervising the work of theteam by assigning and directing work of team members and reviewing and balancingthe workload of team members• Maintained significant discretion regarding hiring, individual/teamperformance, dismissal, discipline, team efficiencies for manager final review and action• Acted as the main point of contact for team members, which includes but notlimited to, changes to operational guidelines and procedures, clientescalations and resolution, service performance and metrics, input to service strategies• Created and maintained an environment where techs are encouraged tobring forward innovations• Liaison between Deskside Team and Account Team• Scheduled staff coverage• Chairperson for Deskside Team Meetings• Performed SLA and Stats reporting• Led team through successful migration to new Problem and IMAC ticketing tool (ISM)• Led team through successful customer migration from Windows XP to Windows 7 at the same time as a Workstation Renewal Project• Led team to a 94% CSAT rating for the year and 100% for the 4th qtr

• Provide Executive Support to Senior Executives and their Executive Administrative Assistants• Provided technical expertise/guidance to my customers and team-mates forsupported products, systems and/or subsystems• Trained and mentored new Deskside Support technicians• Perform software break-fix and IMAC execution

• Acted as an extension of the department manager by supervising the work of theteam - assigning and directing work of team members and reviewing and balancingthe workload of team members• Maintained significant discretion regarding hiring, individual/teamperformance, dismissal, discipline, team efficiencies for manager final review and action• Acted as the main point of contact for team members, which includes but notlimited to, changes to operational guidelines and procedures, clientescalations and resolution, service performance and metrics, input to service strategies• Created and maintained an environment where techs are encouraged tobring forward innovations• Liaison between Deskside Team and Account Team• Scheduled staff coverage• Chairperson for Deskside Team Meetings• Performed SLA and Stats reporting• Led team through successful migration to new Problem tool (Remedy) and IMAC ticketing tool (TSR)

Provided Deskside support services on the Calgary Health Region account.Lead support role on Deskside projects.Perform software break-fix and IMAC execution.Provided project solutioning for Deskside projects.Trained and mentored new Deskside support technicians.Acted as back-up to the Deskside Team Lead.

Provided first line support and problem determination/resolution on a major oil and gas customer account.Trained new Help Desk analysts.Coordinated video-conferencing bookings for the account, provided troubleshooting for saidconferences and acted as liaison between the customer and the video-conferencing services vendor.

Positions held: Retail Sales Associate Assistant Sales Division Manager Accounting Auditor Accounting Department Supervisor LAN AdministratorWorked in the following departments: Retail Sales Catalogue Sales Office Audit Information Technology Services Accounting Distribution Services Accounting Headquarters/Parent Accounting Responsible for staff scheduling, compilation of monthly P&L and Balance Sheets, ad-hoc reporting, special assignments and Administrator for Local Area Network