Paul Fletcher Email & Phone Number

London, Ontario, Canada

London, Ontario

• Provide informed timely support for clients of OTN as well as triaging of internal support requests
• Assist with the training of new hires to the Technical Support team
• Ongoing participation in the Technical Support Knowledge Management project where I helped organize and edit existing documentation for upload it to the Customer Care portal on iConnect
• Creation of documentation for the use of iPad/iPhone in regards to Vidyo Desktop Software
• Creation of documentation outlining the installation of Team Viewer on Mac OSX systems for the Technical Operations team.
• Exceeding in the requirements for quality assurance for Remedy Ticket Quality and Call Quality

London, Canada Area

• Provisioning of external customer accounts for OTN Software Services
• Maintain high quality assurance of permission entry across three databases
• Developed testing plans for a new automation process
• Performed testing and provided detailed feedback for the developer team, noting any issues and or stop-points
• Provided documentation and training for Team Mates in the use of the new automation process
• Provided enthusiastic investigative for Tickets escalated to the Service Activation team that reported user account issues

London, Canada Area

• Service Manager (July 2011 – Present)
• Manager of the Service Department, primary contact for customers and liaison to upper management
• Manage a team of 4 service technicians, in charge of scheduling, performance discussions, communications and quality adherence
• Provide leadership of the department in Customer Service resulting in surpassing the Apple Customer Satisfaction metric of 90%
• Provide direction in accordance with Apple Service Excellence to meet and exceed targets set by Apple
• Ensure accurate status of all customer tickets within the Filemaker system to track the status of each computer

London, Canada Area

• Responsible for the timely and accurate repair of several different generations of Mac laptops and desktops
• Utilize Data Rescue, Disc Warrior and Drive Genius for data recovery situations
• Utilize Apple Service Diagnostics for all applicable repairs
• Responsible for on-site appointments at both commercial and residential venues setting up systems or resolving issues through troubleshooting
• Provide Bootcamp setups as well as virtual machine setups for clients needing to use Windows on their Mac computers
• Provide accurate notation in Filemaker regarding all repairs recording the steps used to reach resolution

London, Canada Area

• Responsible for the accurate intake of all machines into the Service Department
• Initiate troubleshooting process for the technicians by asking appropriate probing questions at intake
• Provide professional customer service which improved our rating within the Apple Customer metric to exceed the target of 90%
• Up-sell value-added services to the client resulting in a better experience for the client and profit for the company
• Maintain accurate billing and payment tracking for all services
• Responsible for all Customer Satisfaction issues including the resolution of complicated situations

London, Canada Area

• Senior Application Systems Analyst managing mission critical financial applications in a 24/7 environment for some of Canada’s largest financial institutions
• Create quotes for clients for the repair or replacement of Legacy G4 Powermac computers
• Inventory all Mac computer purchases on behalf of the client using Microsoft Sharepoint
• Support multiple environments including Production, UAT, QA, Development and Stress Test, collaborating with Project Managers, Technical Analysts, DBAs, Developers and Architects
• Member of team responsible for creating and building Filogix Disaster Recovery environment and test plans
• Prepare schedules for projects and system maintenance

London, Canada Area

• Provide Tier 1 Service Desk support via phone, email and Remote Desktop Assistance for North American employees
• Provide highly detailed records for each incident
• Assist clients with TCP/IP, VPN and Office 97 issues to resolution or escalation to the next tier of support
• Train new employees and provide retraining to existing employees on process changes that occurred during the transition from Labatt to IBM
• Assist with the import and creation of new documentation used by the Service Desk as a knowledge base into IBM’s Lotus Notes database
• Create templates for new user creation within Active Directory according to company policy