Krystal Puentespina Email & Phone Number

Senior IT Support AnalystProvide support and technical advice to all staff regarding existing and new IT services. Work in a team of 8 directly supporting approximately 250 OPA staff. Selected Contributions:Manage deployment and support for all mobile devices for OPA staff including iPad and blackberry using BES and MDMOPA AV SpecialistParticipating in multiple concurrent process improvement projects and initiatives including IT inventory,implementing performance metrics, schedulingManaging daily service relationships with clients providing information, explanations and service solutions to manager expectations within the approved resources and policies IT Service Desk queue management. Maintain processes and procedures to ensure effective monitoring, control and support for IT service inquiries. Responsible for determining work priorities, updating and assigning tickets to IT Support Staff using Web Help Desk Tool (WHD)Researching major incidents and providing solutions or dispatching or escalating issues to the IT Solutions teamfor resolution effectively demonstrating a strong commitment to customer serviceEvaluate and dispatch cases for field services teamProvide orientation and training for all new OPA staff regarding IT related services including secure email, IOSDeveloping and maintaining end user documentation for the OPA’s IT services (IT Equipment/MS Office Suites/boardroom facilities etc).Administering the acquisition and delivery of IT related procurement.Manage all IT Support Accounts including Rogers, Canon, Bell, ApplePROJECTS and CONTRIBUTIONSIPAD Pilot (2011) - Procured, set-up and supported OPA Board Members for iPad deployment. Office 2007 Roll-out (2011) - Senior Technical resource for ths projectWindows 7 Upgrade (Current) - Senior Technical resource for Windows 7 project

Provided strategic and technical advice to senior management and staff regarding the delivery of both existing and future OAHPP services and use judgment in discussing and negotiating the client services and in administering a unit and managing its varied resources, personnel, equipment, and technology Selected Contributions:Identified, defined, prioritized and managed multiple concurrent process improvement projects and initiativesIT Service Desk queue management. Developed processes and procedures to ensure effective monitoring, control and support for IT service deliveryDeployed the team's staff resources as effectively as possible in order to achieve service delivery standards and goals; demonstrating a strong commitment to customer service through leadershipManaged the analysis, design, implementation, maintenance and documentation of OAHPP processes in order to ensure the effective, efficient, and economical delivery of systems services to the clients. These processes may include but are not limited to: incident management, change management, problem management, asset/configuration management, metrics, system and network security, software distribution, event management and disaster recoveryInformed and prepared staff involved in IT service delivery of the standard processes and procedures by proposing training or orientation sessions, reviewing and adapting existing operational processes, analyzing reports to extract key information; providing access to key information and personnelDeveloped and maintained end user documentation for OAHPP's IT services (Office/Share point/OCS/boardroom facilities). Developed and facilitated workshops and training courses on IT processes and proceduresAdministered the acquisition and delivery of IT related procurement.

Promoted to manager position to recruit, train and supervise 13+ customer service, technical support, quality assurance reps. Responsible for company Call Centre and managing the online store. Maintain an environment with high levels of service and quality. Ensuring employees are motivated to deliver top performance. Managed and maintained company BCM system. Selected Contributions: Identified, defined, prioritized and managed multiple concurrent process improvement projects and initiatives Designed, implemented and improved processes in the call center environment, ideally focused on telephony solutions. Liaised with other departments including Marketing, Production and Web Support Devised actionable plans to implement cost saving solutions. Obtained executive-level support and approval for implementation for company call centre, phone system and shipping departments Documented all monthly reports including online store sales, call centre statistics (abandon rates, average time to answer), email statistics, inventory reports for in-house and US distribution centre stock levels and providing these reports to senior management Hired, trained and conducted yearly reviews for all staff in Customer Service, Shipping, Technical Support and Quality Assurance. Tracked all sick days, absences, late arrivals and approved all vacation days Ensured that all quality assurance staff were provided all up to date hardware and software to test the games for compatibility Verified, edited and approved all technical information and documentation prior to game releases for Marketing to ensure accuracy. Edited and verified accuracy on all solution guides for specific games Handled all vendor contracts within the departments including UPS, Sprint/Rogers, Pitney Bowes, Delphi Solutions (for BCM), Ditan Georgia, Evocative

Effectively led the technical support team and provided accurate support following game releases. Worked with Quality Assurance and Production teams and obtained technical documentation and software patches for end users to assist with troubleshooting game issues. Created templates and online documentation for the technical support team upon release of each game title to ensure product knowledge to ensure accurate support for end users. Worked with the team to provide support to end users via phone and email in a timely mannerTracked all issues using custom built database to accurately record and document customer issuesResolved client issues by researching and replicating problems to find a workable solutionCoordinated with game developers regarding game titlesDeveloped strategies to improve increased email and call volumes including creating a more user friendly support website for customers to find the solutions to their issues without having to wait for an email back or call back

Acquired IBM certified technical training. Supported and evaluated issues from End Users and effectively resolved software and hardware issues in a timely manner. Selected Contributions:Provided 1st level technical support for End User clients across North AmericaUtilized IBM call centre applications: LENA, Archie, ZOC and Seibel and supported Desktop product lines: Aptiva, Commercial Desktops, Intellistation, NetvistaProvided technical assistance for customers dealing with software issues with their PCs such as Win 95/98/ME/NT 4.0/2000Assisted customers with hardware support; including troubleshooting, driver installations, peripheral additions, and supplied technical information for upgrade possibilities.