Matt O'Grady Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Canada Area

•Provide 1st level support for all desktop hardware and software for CHEO staff including Remote Locations via phone and/or workstation visit•Provide after-hours on-call support for all IS related issues•Setup any new hires at CHEO; ensure Active Directory account is created with the appropriate groups and rights •Work with other clinical units; perform all internal moves (voice/data) for all departments within CHEO•Assist with the setup of Telehealth conferences•Using the Vector Service Desk software provide timely responses to queries, resolution of problems, and escalation of issues to the appropriate clinical units and support staff

Ottawa, Canada Area

•Provide 2nd level support for all desktop hardware and software for Ottawa staff including Montreal Cafe via phone and/or workstation visit•Implement, and maintain HP Proliant Servers and ESX VMWare platforms; which include any software roll outs, upgrades and/or service packs•Provide computer room support, control access to the computer room, provide after-hours on-call support for any power and UPS issues within the computer room•Assist ING Network team with troubleshooting, maintenance, and support of the Network/Server environment which includes installation of cables, switches and racking, administration of servers, user accounts and share access•Assist ING Telecom team with troubleshooting, maintenance, and support of the PBX witch, Ultra Call Recording System, Telephones, Bell installs and On-Hold messaging•Assist the UNIX Team with any projects relating to IBM servers and the tape library•Setup any new hires at the Ottawa Call Center; ensure voice/data ports are available and enabled, required desktop equipment is available and configured, all required ID’s and access setup•Work with other business units; perform all internal moves (voice/data) for all departments within Ottawa•Serve as a Team Lead for Equipment Lease Returns•Perform installation, configuration and maintenance of all staff PC’s and network printers which include any software roll outs, upgrades and/or service packs Monitors Ottawa Data Center Systems•Monitors Ottawa Data Center Systems•Administer backup tape media, off-site storage and file restore's •Act as the contact for all IT Vendors, supervising their access and activities•Perform cross-connections and participate in testing and reviewing completed connections•Using the Service Desk software provide timely responses to queries, resolution of problems, and escalation of issues to the appropriate business areas and support staff •Maintain all IT documentation and drawings for the Ottawa Data Center.

Ottawa, Canada Area

•Ensured high quality of technical support and customer service through verbal and written correspondence•Provided 1st level support•Used Clarify for call tracking•Assisted and ensured client’s deadlines are met on time•Provided technical advice and professional opinions to clients•Demonstrated an expertise in HP-Unix by assisting users to isolate any hardware/software problems •Accurately maintained and updated all internal caseloads•Displayed the ability to work in a team environment •Dispatched Field Engineer’s onsite with accurate hardware parts and information to ensure that issue is completely resolved•Provided all our Hewlett Packard’s clients with excellent customer service

Ottawa, Canada Area

•Ensured high quality of technical support and customer service through verbal and written correspondence•Provided 1st level support•Used Clarify and Remedy for call tracking•Assisted and ensured client’s deadlines are met on time•Provide technical advice and professional opinions to clients•Demonstrated expertise in Windows XP, Microsoft office and Local Area Networks•Assisted users with the installation of all company software•Displayed the ability to quickly learn Accenture internal software applications and all other Accenture standard network settings•Accurately maintained and updated all internal caseloads•Attended bi-weekly meetings to discuss any team issues•While serving as Point of Sales Technical Support Representative I acted as the work co-ordinator delegating cases to other team members

Ottawa, Canada Area

•Ensured high quality of customer service through verbal and written correspondence•Assisted and ensured customer satisfaction on every call•Participated in a Quality Pilot Project which eventually became a nationally implemented program•Provided customer service to all cable subscribers•Displayed the ability to diffuse any escalated customer complaints in a professional and courteous manner•Facilitated meeting for members of my team •Demonstrated the ability to train and monitor the development of newly hired team members through peer to peer coaching•Served in Quality assurance role for new hires by performing side by side call audits and by monitoring calls through a computer monitored system•Resolved all billing related issues•Developed strong sales skills as a member of the Sales Department for two months while maintaining sales growth through the billing department

Ottawa, Canada Area

•Managed and Organized all company inventory•Implemented new inventory strategies•Conducted all the shipping and receiving of inventory for the store•Monitored all the inventory levels•Maintained the computer inventory system for all stock•Communicated any billing or supply issues to vendors •Assembled Wheelchairs, and other health care devices•Provided excellent customer service•Provided professional advice and opinions to customers regarding all in store products

Information Systems

Business Administration