Kevin Whitlock Email & Phone Number

Gatineau, Qc, Ca

Selecting, editing, and writing scripts for the SCP Archives podcast.

Gatineau, Quebec

- Used ServiceNow for incident, request, and change tracking- Created reports in ServiceNow- Ensured resolution of delinquent tickets assigned to groups outside Gazifère- Liaised with members of other teams on special projects and resolution of major incidents- Procured hardware and managed site inventory- Migrated users from Windows 7 to Windows 10- Recovered mission critical data from systems suffering OS failure- Sole desk-side technical support contact for all Gazifère personnel (about 100 users)

Ottawa, Canada Area

- Providing technical support for March Networks DVRs, NVRs and IP cameras- Providing technical support for March Networks R5 Visual Intelligence Suite- Providing technical support for March Networks Command Enterprise Server and Enterprise Service Manager.- Tracking support process via Microsoft Dynamics CRM- Communicating with clients via telephone and email

Gatineau, Quebec

- Provided “white glove” support to executives of SSC, PSPC, CSPS and INFC- Performed troubleshooting for Exchange email, Blackberry, and desktop hardware/software- Deployed laptops, and Microsoft Surface Pro tablets- Deployed and configured enterprise Blackberry devices- Tracked support process via SM7 ticket system- Delegated work to off-site technicians when necessary- Contributed to improvement of help desk knowledge base via Confluence

Gatineau, Quebec

- Provided deskside and remote help desk support in French and English- Used BMC Remedy for ticket tracking- Created, deleted and modified user accounts using Active Directory- Configured and deployed laptops, desktops and Microsoft Surface Pro 3 tablets- Educated end-users on use of Microsoft Surface Pro 3 tablets

Gatineau, Quebec

- Providing help desk support to front line agents.- Providing technical support in French and English.- Providing exceptional customer service.- Investigating and resolving escalated situations.- Validating and authorizing credits.- Liaising with supervisors and agents in other departments.- Using Microsoft Outlook for communication and time management.

Gatineau, Quebec

- Answering and making technical support calls in French and English. - Using web and intranet resources to resolve home Internet, VoIP and telephone issues.- Generating detailed and accurate call logs.- Meeting company standards for call quality. - Using Microsoft Outlook for internal and external communications.- Collaborating with team members to build and maintain an efficient and productive work environment. - Mentoring and providing floor support for new trainees.- Providing exceptional customer service.

Gatineau, Quebec

Studied Computer Science.

Ottawa, Canada Area

- Migrated users of Windows XP to Windows 7. - Used BMC Remedy to create and maintain tickets on a case-by-case basis.- Modified hardware records in BMC Remedy to maintain accuracy of information. - Used Active Directory to manage user accounts and system information across multiple servers.- Promptly responded to email and phone requests for service and support.- Deployed and configured software.- Educated users on the use of Windows 7 and various applications. - Used Microsoft Outlook for communication and time management.

Ottawa, Ontario

- Assisted help desk callers with resolution of technical issues, general inquiries, account changes and bill comprehension.- Succeeded in a high stress, high volume call center environment.- Developed detailed records for each call within a limited time frame.- Made and kept commitments to customers. - Met or exceeded client quality metrics.- Actively assisted fellow team members with call resolution. - Improved customer service skills.

Computer Science

Heritage College Computer Science is a diploma program which produces Information Technology experts. The program trains students.

Illustration And Design