Robert Planche Email & Phone Number

Mississauga, On, Ca

Oakville, Ontario, Canada

Plans, directs, and manages the daily functions of the IT Support Operations Department. Manages and operates the technical support department. Oversees the procurement function to ensure the inventory is appropriately managed. Establishes policies, procedures, and documentation for internal use. Work closely with the business to provide an efficient onboarding and offboarding of users.Key Responsibilities• Oversees the internal IT support operations function• Manages subordinate staff in the day-to-day performance of their job duties• Manages technical service-related operations for the organization• Minimizes organizational cost through product standardization and tracking• Ensures proper information system operations and plans necessary upgrades• Conducts research and recommends the selection of IT equipment, applications, and supplies• Oversees the work of engineering, IT, or maintenance staff to ensure all jobs are completed on time, within budget, and to customer specifications• Ensures that physical inventory levels are monitored and replenished as needed• Manages the maintenance of records and databases containing information regarding licenses, warranties, and service agreements for the organization’s hardware and software• Responsible for designing and implementing improved process or operational policies• Recommends changes to products or services to fulfill customer needs• Remains up to date with advances in technology and industry best practices• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies• Mentors staff with developing their skill/knowledge through advice, coaching, and training opportunities• Performs other related duties as assigned

Oakville, Ontario, Canada

Burlington, Ontario

• Completely responsible for corporate LAN/WAN• Project Manager for all internal/external software/hardware technology implementations• Provide senior leadership guidance, forecasting, budgeting, and disaster recovery planning, as well as recommend new, cost effective and innovative methods for processes within the company• Responsible for setup, maintenance and configuration for all servers, desktops, printers, & appliances• Responsible for all security, involving software (Symantec/Websense/Barracuda) and hardware (Fortigate/Checkpoint/VPN) solutions, as well as installing and maintaining internal video surveillance system• Responsible for implementing, maintaining and monitoring backup/restore for all client/server data, using Symantec BackupExec• Implementation, administration, and maintenance of Active Directory and Exchange server, with integrated Symantec Antivirus and Websense Anti-Spam protection• Designed, developed, and maintained company’s Web (Joomla/WAMP - www.forming.com) & FTP sites• Implementation, administration, and maintenance of Microsoft CRM server• Implementation, administration, and maintenance of hardware/software/licensing inventory and help desk system using SysAid• Implementation, administration, and maintenance of CMS system for software developers and engineers, utilizing MS Team Foundation Server (migrated from MS Visual SourceSafe)• Designed, developed, and maintained embedded software licensing and licensing distribution for all FTI’s software products. As well as implementing other revenue recovery mechanisms to protect from reverse engineering• Designed, developed and maintained software install packages for all FTI product releases using InstallShield• Provide 24/7 user support for all employees at FTI for any hardware or software related problems• Implementation, administration, and maintenance of all facility functions, such as phone system, UPS, electrical upgrades/modifications and patch cabling changes/upgrades

Oakville, Ontario

• Responsible for all IT Administrative tasks and Help Desk• Responsible for all software development projects listed under the User Interface Developer position below• Implemented and maintained software licensing (FLEXLM) for all FTI products• Created and maintained VB solution for creation and distribution of license files to Marketing/Resellers • Created and maintained software packages for all FTI product releases using InstallShield• Built and configured all UNIX/LINUX based applications by porting from Windows• Built, maintained & configured all UNIX/LINUX systems

Oakville, Ontario

• Solely responsible for complete software development lifecycle of FASTBLANK (designed, prototyped, built and tested; Developed in C & C++, MFC & OPENGL)• Assisted in many different aspects of development for all other FTI software products: BLANKNEST, FASTFORM, FASTFORM Advanced, BLANKWORKS, CATFORM V4 & V5

One World Drive, Mississauga, Ontario

• Implemented new and innovative processes by introducing staff to computer technologies, which improved their efficiency and reduced their workload• Created/maintained Frontline Staff Scheduling Website• Created/maintained client AS400 and Lotus Notes training manuals and provided group training programs • Troubleshot a variety of problems related to clients’ calls that the team had• Assigned work tasks to Frontline service team members• Provided monthly and annual feedback on performance reviews to individuals• Determined individual strengths and weaknesses through monitoring calls and performance• Implemented Excel sheet system to better aid Team Leaders in tracking and monitoring performance• Ensured security within the building by monitoring surveillance cameras & controlling alarm systems• Provided First Aid and emergency help to employees as needed

One World Drive, Mississauga, Ontario

• Provided superior customer service via phones, e-mails and faxes for both inbound and outbound calls• Responsible for handling escalated calls from irate donors as well as complex account requests• Processed and inputted all customer donations, sponsorships, and account changes into AS400• Created/maintained client AS400 macros to improve and increase team data entry speed & accuracy• Called prospective donors in designated market areas across Canada to qualify leads, conduct surveys and explain types of donation opportunities which were in great need of support• Performed other duties as assigned