Michael Robert Emond Email & Phone Number

Ottawa, Canada Area

+ Initially responsible for the installation, configuration, and assistance for users in association with Windows and Mac operation systems and associated software for new hire and replacement systems throughout North America with priority needs in all levels of complexity+ Provided several stages of updates to the client or manager outlining details of modifications, requests, user software license handling and time arrival shipping information using ticketing system RemedyForce involving incident management, urgency and self-assignment of cases+ Primarily involved with the implementation, testing and rollout of Microsoft Autopilot; familiar with all aspects involving hardware hashes, remote wiping, security group addition and deployment troubleshooting while collaborating with CIT Management team members with concerns and researching solutions+ Support end users daily in a hands-on and remote environment with the Autopilot deployment process over phone and chat and confirming encryption status and admin capabilities+ Volunteered to take charge of the modification of documentation pertaining to deployment instructions as well as email template customer interactions and being granted approval, as well as the addition of systems from our system vendor to security groups in Endpoint Manager+ Well versed in Active Directory such as searching employees and computers, organization, customizing profiles, moving systems to specific business unit folders+ Qualified in cloud-based technology such as Microsoft 365 and OneDrive+ Strong grasp of MMS internal purchasing database relating to the addition, changing, and searching of orders associated with systems, hardware, software and licensing invoices+ Experienced in crisis management working long hours to wipe and reimaging over 70 computers simultaneously in a malware incident for clients to be able to resume work duties

Ottawa, Canada Area

+ Listen to and advise government employees affected by Phoenix payroll system regarding the priority of their situation and how we can assist the user properly for the best outcome+ Detail user information within the status report and uphold security measures by using no other means of documentation+ Empathize with upset and angry callers in difficult situations affecting lack or no pay+ Receive updates and educate clients pertaining to how changes affect those awaiting compensation

Ottawa, Canada Area

+ Served firm associates with technical inquires involving calls, emails and service desk requests+ Documented tickets using SDP Ticket Tracker while updating and assigning tasks to Level 2 and relayed user requests to designated departments with stated priority to task urgency+ Remotely connected to users with VCI Connect, Bomgar and Windows Remote Assistance+ Proficient using software programs Symprex, Active Directory, Keyscan, Safenet, Bit9 Parity, Microsoft Exchange, Citrix ZenApp relating to the modification of user accounts and information+ Provided support involving specialized software such as DM (Document Manager), Westlaw Caselogix, Bighand, Carpe Diem, Microsoft Office, Adobe Acrobat, Nuance Power PDF, Citrix Receiver as well as creating delegate access and secure trustee permissions + Handled repair of printers, scanners and office hardware along with IPhone, IPad and Blackberry mobile and tablet devices + Additional duties included setting up audio/video conference meetings, imaging desktop/laptop systems, sending/confirming requested Biscom Large File transfers and upkeep of inventory+ Volunteered to managing loaner laptops stock and modified procedure for improved tracking+ Offered to work overtime hours and expected to handle remote on call on monthly rotation

Ottawa, Canada Area

+ Assisted clientele in the health care field with PS Suite, an extensive EMR medical software program in a Tier 1 capacity pertaining to hardware, software, servers and software defects + Connected with Bomgar to client systems and servers to analyze and repair problems+ Investigated outages with Tier 2 to repair outages relating to one or more locations+ Documented each call in specific step-by-step detail including collected logs, exports of patient charts, custom forms and passwords attachment with respect to medical and legal procedures+ Scheduled client callbacks to resolve tickets and ensure full client satisfaction+ Resolved local and ASP clients matters involving patient labs, backups, faxing, scanning and importing medical documentation, VPN connection (involving FOB tokens) stamps, reminders, custom form editing and the restarting of Apache Tomcat servers and fax servers+ Dealt with stressed medical staff to explain priority ticket assignment and in effect repeating troubleshooting tasks without a current resolution to that issue by Tier 2+ Supported clients with accessibility to newly upgraded EMR features including tablet and phone connectivity and Welch Allyn integration+ Gained knowledge of provincial medical policies and their relation to the PS Suite billing system+ Encouraged team partnership and learning by asking questions, discussing problem solving and establishing common problem diagnosis with upper tier levels and management

Ottawa, Canada Area

+ Performed in-depth analysis and documentation of all technical issues mainly involving Ethernet and wireless high speed internet+ Routinely executed repair of connection, speed / latency and hardware and software issues with Windows and Mac systems+ Advised clients with the installation and modification of VOIP phone, modem and routers for best service and functionality+ Created, reset and verified customer usernames/SSIDs/passwords for modem, email, wireless and VOIP services and tested with client+ Spoke regularly with Tier 2 to fully explain the user situation and discussed the best course of action for client satisfaction+ Regularly met SLA requirements to assist the most number of customers possible and often helped new agents from training classes+ Awarded Most Improved Talk Time Score, volunteered and performed job shadowing and projects related to job/financial accountability

Ottawa, Canada Area

+ Diagnosed and repaired desktop/laptop systems on-site for residential and commercial customers+ Accountable for computers and hardware moved off-site to client locations+ Spoke to customers in detail regarding sales for parts, new computer systems and other electronic upgrades+ Responsible for installs, software upgrades and quarterly updates for clients+ Conferred with management to organize task priority and assigning client meetings for system diagnosis

Ottawa, Canada Area

+ Employed in casual status position to upgrade government web pages to Common Look And Feel 2.0 (CLF 2.0) and W3C validation using HTML, XHTML and PHP in both official languages+ Responsibilities included the application of content, programming code with verification of completed pages, maintaining and uploading assigned projects, record keeping and filing of web design changes+ Discussed with upper management suggestions regarding updates and implementation to improve user friendly aspects+ Initiated increase in tasks and responsibility to complete remaining workload after loss of other colleagues involved in the project

Ottawa, Canada Area

+ Contracted to design diagrams using Microsoft Visio displaying IP addresses used for Telus technicians constructing network infrastructure+ Worked under tight deadlines in a team environment to add, update and maintain file priority + Maintained a secure daily backup on all files completed, in addition to uploading files daily to server for verification+ Involved in conference calls regarding project timelines, technical developments and file delivery guidelines+ Exceeded set quotas for delivery targets and worked beyond scheduled hours to verify completion of all tasks required+ Agreed to extension of original contract to meet additional needs required for project deadline and moved to additional new project

Ottawa, Canada Area

+ Hired in dual role position under contract to prepare financial, statistical and geographical data for the 122 United Ways across Canada for the Thanks A Million campaign in addition to a part time help desk support role in adding in-house network and help desk administration+ Directly contacted United Ways for donation status updates, edited reports immediately used for impromptu meetings+ Managed and configured computer files and backups uploaded to Microsoft SharePoint filing system for United Way personnel+ Repaired technical issues during web conferences using Adobe Connect. + Experience maintaining, and supporting LAN network, on-site and remote computer assistance for United Way employees relating to hardware, software and network technical issues

Ottawa, Canada Area

+ Provided hardware and software support for Dell ACS business clients on a one-on-one personal level with troubleshooting and repair+ Responsible for ordering hardware replacements, proper part dispatching and tracking and insuring issue had been fully resolved+ Transferred to XPS department to assist consumer clients with high end laptop systems analysis, repair and system reinstalls+ Suggested upgrades to our consumers for computer hardware, software and accessories for increase in profits and placed orders directly + Received several letters of praise from customers, as well as the Dell Kudos of the Week award for best customer feedback

Ottawa, Canada Area

+ Advised Time Warner North American consumer clientele with technical support with cable internet service + Supported users establishing and maintaining connection, slowness, browsers and computer network issues on Windows or Mac + Escalated unresolved issues to Tier 2 for investigation and tracking of potential outages in Time Warner areas+ Worked in chat support extensively and was able to manage 3 support chat windows simultaneously

Ottawa, Canada

+ Handled and catalogued large collections of documents for display on internet web sites in a contract position+ Inspected and updated database files to ensure accuracy of uploaded archived images+ Organized, edited and altered word processing notes for final drafts+ Assisted supervisors with problems and evaluated possible solutions of record management

Ottawa, Canada Area

• Contracted through post education program to implement department website for Hydrology Division, including planning, structure, design and graphics• Constructed mirror English and French mirror sites for both official languages under the Common Look And Feel policy using Microsoft FrontPage and designed website graphics• Learned additional skills using hands on training to enhance site mobility and constantly updating management on site progress during meetings• Hired on to an additional department for 5 additional months after recommendation and completed site in similar role

Technical Support Specialist, Information Technology

• Trained in computer fundamentals, theory, computer troubleshooting, hands on installation of hardware/software procedures, • Setup.

Multimedia Web Specialist, Information Technology

• Learned emerging web technologies such as creating, scripting and managing websites, graphic integration and animation • Hands.