Marie-Andree Lanier Email & Phone Number

Cmhc-Schl Account, Montreal, Quebec, Canada

Ibm Canada, Igs (Ibm Global Services)

-Deliver service and support to end-users in an office environment or via remote connection for ABB-Diagnose and resolve technical software and technical issues, internet connectivity, email clients-Acting as CA Focal lead for Deskside technicians (9)-Assist and perform the NA Queue Coordinating role at times by being a backup coordinator. -Assisting other groups such as Network, server, application support (Lotus Notes, SAP, Engineering software,etc)-Assisting with projects, special requests and implementations. Assisted with the Office 365 migration for the Varennes site which affected over 100 employees and also by travelling to the Brampton site also affecting over 100 employees-Migrated three (3) customer sites - Baldor St-Hubert, QC, Port Coquitlam, Vancouver, AB and Edmonton, AB. Travelled to the sites and migrated over 100 employees.-Assisted and coordinated the project for 23 BDP computers for CA which were used for PC rebuild process. Being the lead in CA for this project which consisted of building desktop computers by loading the customer's image on them.-Reviewed the monthly CSATs (Customer Satisfaction Survey) by contacting the customers, collecting their feedback to better understand where we failed to deliver service, then reporting the results to management in an attempt to continuously improve services to the customers. -Coordinating tasks, data management, and performed many other functions that this position required.-Received commendations from the client IT Manager due to quality service delivered for the Baldor sites migration

Montreal, Canada Area

-Delivered superior Deskside services to our customers (ALDO, MDS, ABB) so that our customers experience excellence every time. -Demonstrated effective teamwork within EUS and cross-functional organizations, while mentoring the team. -Provided technical support to the ABB Staff at several Montreal based locations.Acted as Deskside team site backup.-In 2013 became the CA Focal for ABB account. Serving as Focal lead to assist the CA team to deliver and provide quality service to our customers. While being the focal lead I am also fulfilling the NA Queue coordinator's backup role.-In 2007 until 2010: Remote Support Queue Manager/Queue Coordinator. Team lead for End user remote Support (US, CA) where I managed meetings with the remote team to ensure quality service delivery to our customers. Served as focal point to assist our remote team to deliver quality service to our customers.-In 2004-2005: At the beginning of the year I was an IMAC coordinator for the Diageo account. During that time I offered to help the Imac team in any way possible on the BNC acccount in a Queue Management role.

Montreal, Canada Area

-Conduct group and individual training for the Executive end users on systemsoftware uses. -Assisted with implementing the first network in Canada which significantly increasedproductivity and efficiency throughout Seagram Canada. -Initiated and established the first Help Desk function in Canada. -Provided day-to-day support for users with PC hardware/software/networkconnectivity problems across Canada

Associate’S Degree, Programmer Analyst, Programmer

Bus. Administration - Commerce

Business Administration, Marketing

Administration in Marketing