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• Ability to research and resolve non-documented issues• Persistent upkeep and refreshing of relevant support documents to provide current support to OTN customers

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• Employ cross-team knowledge to get faster results when troubleshooting 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• Provide mentoring, coaching and training of both and new and existing employees• Designed and implemented the current Service Ticket template which has improved the efficiency and quality of the department from initial intake through to completion• Provide support and recommendations over the phone and in person to clients ensuring that all value-added options are made aware to the client• Prime for the Social Face of Mac Outpost, utilizing Facebook and Twitter to message clients and to maintain a positive presence• Provide resolution for all Customer Satisfaction issues • Instructed customers in the use of Garage Band in a classroom environment

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 • Provide timely updates to all clients at key points during service and responsible for detailed documentation of the communication in Filemaker• Provide Windows Support for the technicians in regards to Bootcamp issues and the proper installation of Parallels and VM Ware• Provide telephone and in person support to clients for basic Mac OSX issues

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• Provide support and recommendations to project managers for application maintenance and software releases for all environments. (QA, UAT, Production)• Provide 24 hour support for applications and systems through on-call rotational shift.• Provide Tier 3 support for Filogix applications following internal escalation process within UNIX, Linux, Windows and MAC environments Follow and comply with internal change, release and incident management processes

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