Peter Dunn Email & Phone Number

Point Leamington, NL, CA

OpenText Content Server ECM Technical Owner responsible for maintaining standards and project coordination.

Waterloo, Ontario, Canada

• Managed customer-centric projects, coordinating multiple departments/teams to ensure that key customer deadlines and expectations were met.
• Participated in team meetings to collaborate and ensure all open issues were discussed, and blockers identified to ensure the smooth delivery of the OpenText hosted solution.
• Identified key potential issues and highlighted opportunities to ensure that Cloud Delivery was as highly available as possible.
• Onboard and train new employees to provide a smooth and fast transition to the team.
• Leveraged change management to ensure all changes were implemented smoothly and successfully to achieve lasting stability.
• Participated in an on-call rotation to ensure 24/7 availability of service to customers

Waterloo, Ontario, Canada

• Facilitating the resolution of complex technical issues in all areas of assigned Open Text products by analyzing logs researching issues or recreating in house.
• Identifying and report software defects and customer suggestions to appropriate responsible groups.
• Authoring as well as updating articles to contribute to the Products Knowledge Base.
• Representing Open Text and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding resolutions to presented technical problems.
• Keeping the customer updated on the status of reported problems, as well as keeping the ticket tracking system updated with current information on the case.
• Providing suggestions for alternate support options for customer issues that are not related to Open Text’s products.

Waterloo, Ontario, Canada

Primary Duties1. Troubleshooting of customer issues with ECM and other Open Text products in a timely manner via telephone, Email and where necessary onsite support.2. Testing of ECM issue within the various environments for validation and solution purposes.3. Detailed written documentation of all customer issues within the company database.4. Strong.

IBM - 2005-2006My responsibilities and duties includedTo field incoming problems from end users to resolve application and software issues within servers, databases, and other mission-critical systems.Troubleshoot using applied knowledge and experience to resolve issues such as; Computer Hardware, network connectivity, account maintenance, printing issues.

Kitchener, Canada Area

• To provide exceptional customer service to users of the various application systems
• Maintain network integrity by overseeing work done by outside vendors/support personnel as well as troubleshoot connectivity issues
• Order and install new computer equipment as needed
• Maintain and repair printers, computers, Macintosh computers, and servers
• Initial set up of all new users on the system
• Track and monitor backup procedures

Kitchener, Canada Area

• To field incoming problems from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Troubleshoot using applied knowledge and experience to resolve issues such as; Computer Hardware, network connectivity, account maintenance, printing issues, various operating system problems, Lotus Notes and Outlook.
• Motivated team player exercising exceptional multitasking, time management and organizational skills.
• Presided as a Severity Analyst identifying and escalate high impact issues.
• Managed a team designed to work to improve client satisfaction by refining processes and data collection.

As a member of the software department I was involved in many aspects of the day to day operations including:Morning meetings to update others of progress of current projects;Taking client calls and emails to effectively determine problems or difficulties with both hardware and software issues Plan and schedule projects with outlined development stages.