The Enhanced End User Services team is designed to provide end to end services to individual clients.Our team of two offers white glove support for over two hundred clients experiencing issues with their managed desktops, laptops, mobile devices, operating systems and application issues.

As a member of the Distribution Technology Service Desk our goal is to give great support with limited wait times for 8600 advisors selling Manulife products across the Canada. Our 9 member team translates technology and touches the lives of 750 advisors a week with concerns of Windows, Microsoft Office, Exchange, Blackberry, IPAD, Android, Dataphile, DiamondView, Client Manager Web, SalesForce, ACT, Repsource.ca, Lotus Notes, Citirx, and Outlook by phone, e-mail or e-support.Diagnose… Show more As a member of the Distribution Technology Service Desk our goal is to give great support with limited wait times for 8600 advisors selling Manulife products across the Canada. Our 9 member team translates technology and touches the lives of 750 advisors a week with concerns of Windows, Microsoft Office, Exchange, Blackberry, IPAD, Android, Dataphile, DiamondView, Client Manager Web, SalesForce, ACT, Repsource.ca, Lotus Notes, Citirx, and Outlook by phone, e-mail or e-support.Diagnose and resolve client issues that require in-depth knowledge of the functionality of the product.Contribute to the Product Knowledge Base by providing clear, well written documentationCollaborate with other Manulife teams and Vendors to resolve escalated issues Show less

As Lead Technical Analyst for rollout of new Investment, Insurance and Segregated Funds platform to over 8600 Manulife advisors across Canada. I have proven too possess technical knowledge, problem solving skills and thrive helpdesk environment providing senior level technical support to clients. Modified existing and created new knowledge documents for basic and advanced troubleshooting of Dataphile OE 10 InstallationCreated, scheduled and completed 175 to 200 installations… Show more As Lead Technical Analyst for rollout of new Investment, Insurance and Segregated Funds platform to over 8600 Manulife advisors across Canada. I have proven too possess technical knowledge, problem solving skills and thrive helpdesk environment providing senior level technical support to clients. Modified existing and created new knowledge documents for basic and advanced troubleshooting of Dataphile OE 10 InstallationCreated, scheduled and completed 175 to 200 installations weeklyTier 3 support for installation issues with Dataphile OE10 Show less

Computer Recycling gives computers a second life, providing people with access to affordable computers.My current volunteer responsibilities require me to assist new volunteers with real time issue resolution for hardware and software within the Windows and Linux environments.

Self-Directed Training offers a convenient and affordable method to learn about computers. Our courses range from basic computing skills to high-level computer certification.My current volunteer responsibilities require me to assist students with questions as they arise, tracking attendance lists, research on-line resources, Create or photocopy training manuals. I am passionate about helping people and take pride in my ability to enable people to use their technology more… Show more Self-Directed Training offers a convenient and affordable method to learn about computers. Our courses range from basic computing skills to high-level computer certification.My current volunteer responsibilities require me to assist students with questions as they arise, tracking attendance lists, research on-line resources, Create or photocopy training manuals. I am passionate about helping people and take pride in my ability to enable people to use their technology more effectively. Show less

In my role within Advisor Technology Support I have handled more than thirteen thousand cases and hold a first call resolution of more than eighty eight percent. I have proven understanding of personal computers, desktops and computer accessories. I am proficient with network connectivity and I have a sound understanding of Virtual Private Networking, Ethernet, TCP/IP, File and print sharing. I have in depth knowledge of multiple Microsoft Windows Operating systems that including Microsoft… Show more In my role within Advisor Technology Support I have handled more than thirteen thousand cases and hold a first call resolution of more than eighty eight percent. I have proven understanding of personal computers, desktops and computer accessories. I am proficient with network connectivity and I have a sound understanding of Virtual Private Networking, Ethernet, TCP/IP, File and print sharing. I have in depth knowledge of multiple Microsoft Windows Operating systems that including Microsoft Windows 95, 2000, XP, 7, Server 2003 and 2008. Show less

I performed installation ,de-installation and preventive maintenance on point of sale equipment high profile retailers Walmart, Baby Gap, Liquor Control Board of Ontario, Shoppers Drug Mart. I have proven ability to get the job done fast without any downtime. I had the pleasure to install & de-installed cash dispensing units, teller workstations, passbook printers, network printers and multi-function devices in TD Canada Trust, Bank Of Montreal, Scotia Bank, Royal Bank and Canadian Imperial… Show more I performed installation ,de-installation and preventive maintenance on point of sale equipment high profile retailers Walmart, Baby Gap, Liquor Control Board of Ontario, Shoppers Drug Mart. I have proven ability to get the job done fast without any downtime. I had the pleasure to install & de-installed cash dispensing units, teller workstations, passbook printers, network printers and multi-function devices in TD Canada Trust, Bank Of Montreal, Scotia Bank, Royal Bank and Canadian Imperial Bank of CommerceI was number one point of contact for Point of Sale Technician answering any inquiries. I would be support for multiple locations is the same evening. I have proven ability to troubleshoot Point of Sale hardware in many fortune 500 companies. Show less

This contract position was designed to provide technical support to clients throughout one of the largest email migration projects for IBM with TD Canada Trust. My position enabled me to help wealth, retail, and corporate users efficiently solve technical problems in the exchange, citrix, and blackberry environments. As senior support I was also responsible to solve escalated issues often requiring research. I have also been published in the IBM CKM which is a research tool used for first level… Show more This contract position was designed to provide technical support to clients throughout one of the largest email migration projects for IBM with TD Canada Trust. My position enabled me to help wealth, retail, and corporate users efficiently solve technical problems in the exchange, citrix, and blackberry environments. As senior support I was also responsible to solve escalated issues often requiring research. I have also been published in the IBM CKM which is a research tool used for first level help desk support agents searching for solutions.. Show less

This contract position designed to parallel with the Outlook Migration enabled me to provide support to the same users for both projects. I became an Microsoft Windows XP subject matter expert problem solving in several environments. My position required me to prioritize and problem solve a variety of users issues.

The Job Finding Club offered services to the unemployed and underemployed population looking for ways to develop their skills and become more employable.Developed curriculum for audiences with various learning styles.Delivered basic, medium and expert training in Microsoft Office Applications, Microsoft Windows, Adobe Photoshop, Digital photography, upgrading and troubleshooting computers.Produced industry standard certificates to successful participants that could be listed on… Show more The Job Finding Club offered services to the unemployed and underemployed population looking for ways to develop their skills and become more employable.Developed curriculum for audiences with various learning styles.Delivered basic, medium and expert training in Microsoft Office Applications, Microsoft Windows, Adobe Photoshop, Digital photography, upgrading and troubleshooting computers.Produced industry standard certificates to successful participants that could be listed on their resume.Evaluated and modified courses after each course completion based on student feedback Show less

Permanent position providing technical support to customers on all aspects of the Sidekick, II, III and ID including coaching through the migration of information from Device to PC and. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. I was trusted to run the morning meeting which consisted of ice breakers games and then give out team stats. This role had a sales bonus which my team exceed sales goal for 3 months… Show more Permanent position providing technical support to customers on all aspects of the Sidekick, II, III and ID including coaching through the migration of information from Device to PC and. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. I was trusted to run the morning meeting which consisted of ice breakers games and then give out team stats. This role had a sales bonus which my team exceed sales goal for 3 months straight . Show less

Created Microsoft Windows XP custom image(s) to be installed on 125 Laptops ComputersRolled out Windows XP to 6 employees per day Rolled out Sybase, Pointsec and Microsoft Office 2003Restored Employee data from previous workstationCompleted project 60 day ahead of schedule

Awarded Honorable mention in the Customer Service Index News 6 months in a row for Top notch support.I was also awarded monthly bonus for for having the lowest handle time. At Verizon DSL support myself and a team of 15 employees would take 50 to 80 calls day from Americans concerning Internet related issues.

Coached Hewlett Packard and Compaq customers through technical issue in the field of personal computers, notebooks, media center, printers and televisions. I was frequently taken off the phones to be a first point of contact for tier 1 support. This position gave me close contact with Hewlett Packard and Compaq Tier 2 support people which led to me joining the tier 2 support team.During my time with Hewlett Packard and Compaq Tier 2 support I would take escalated issues from Tier 1… Show more Coached Hewlett Packard and Compaq customers through technical issue in the field of personal computers, notebooks, media center, printers and televisions. I was frequently taken off the phones to be a first point of contact for tier 1 support. This position gave me close contact with Hewlett Packard and Compaq Tier 2 support people which led to me joining the tier 2 support team.During my time with Hewlett Packard and Compaq Tier 2 support I would take escalated issues from Tier 1 Technical Support Representatives. I would usually be able to fix it on the spot but there we some cases that needed research before determining right course of action to resolve the issue. Using my ability to demystify technology I held over 86% First Call Resolution. Show less