Assist the Client Engagement Manager, Sales Teams and Clients to provide solutions for synchronizing E-Mail Clients and Customer Relationship Manager (CRM) software with our Riva CRM Integration software.Work on Projects from start to finish providing solutions for Clients.Deploy, Test and Troubleshoot solutions provided to clients.

I was hired as a refresh IT technician for the refresh project for AHS in Edmonton and the surrounding area. Due to my past 36 years of IT troubleshooting, Managerial, Training and Customer Service skills, after a week I was promoted to the second of four Deployment Group Leaders (site supervisors) for various management, hospital and satellite locations in Edmonton. In addition to this, I was also responsible for training and promoting the other two Group Leaders. Within the first two weeks in this position, I also streamlined the refresh process and was put in charge of training new techs from this point forward. All new techs came to my site for training for their first 2-4 weeks, and required my approval to be moved to other sites where they worked with other techs to refresh computer systems at different sites. As a Deployment Group Leader, I was the on-site supervisor for the daily deployment process for various sites, and sometime up to three or four sites a day. It was the job of the Deployment Group Leader to ship and receive all hardware for the refresh process for each daily site installation, as well as emergency and important installs. I also supervised and setup the daily schedules for each site, and supervised up to 70 deployments a day by 8-25 techs, plus the training for each new tech. I also personally took on deployments for special areas and people when I deemed it necessary.ResponsibilitiesGroup Leader (Supervisor) at various large Alberta Health Services (AHS) Hospitals, offices and satellite locations Supervised the training of new techs for deploymentsReceived and shipped hardware from various daily work site locationsSupervised and assigned the daily deployments for the techs, and troubleshot problem deploymentsCo-ordinated with AHS management for their location and department deploymentsWorked with end users and troubleshot various issues of deskside support during their deployment process

Desktop support for all hardware, peripheral, software and trainingNetwork setup and maintenance for wired and wireless networks and printersHardware installation, repairs and upgradingHas worked in the computer industry for the last 34 years in sales, building, repairing, upgrading, consulting and networking. Including wired and wireless network setup and maintenance, notebook and desktop lease refreshing, data migration, backup, troubleshooting, end user support for all hardware and software needs, and training in a large variety of hardware, software, peripherals, cell phones, cameras and GPS units. Consulting and support for home users, retail clients, and end users of small to medium businesses and Fortune 500 companies from 50 to 10,000 stations. Also has Call Centre experience with Dell in the Edmonton call Centre while it was open. Certifications for CompTIA A+, Dell, HP, Compaq notebooks, desktops plus various printers. Capable of writing technical and instruction manuals for users and clients.Has a large variety of software knowledge from 1978 to current, all operating systems from MS-DOS 2 to Windows 8. Has been a user of Word and Excel since version 1.0 as well as all versions of Microsoft Office through to Office 2013. Troubleshooting support for all peripherals over the years including modems, printers, fax machines, cell phones, PDA’s, scanners and just about every device that has ever been plugged into a computer.Always on time, excellent communication, client service skills and work ethicAbility to quickly familiarize with client environments and needsStrong organizational skills with exceptional attention to detail and time managementEnjoys the changing demands of technology and embraces learning and expanding his knowledgeAbility to effectively work on multiple responsibilities simultaneouslyWorks effectively individually or as part of a team with great interpersonal and consulting skills

ResponsibilitiesDaily troubleshooting support for GoA Ministry VideoconferencesHardware, software and networking support for all issues regarding Videoconferencing rooms and setupsCisco, Polycom, Sony, Tandberg hardware and software Codec supportKey ResultsLearned to support Videoconferences on Polycom MGC100 Bridges with IP and ISDN Capabilities, Tandberg Codian MCU 4510 Bridges, Polycom CMA 4000 Converged Management Application, Polycom RMX 2000 and RMX 4000 BridgesGo-to person for special projects due to software and management skills Put in charge of making special forms for supporting the GoA SNVC bridge team and clientsSetup the new SNVC website, forms and documentsInput, updated and closed tickets using Help Desk ticketing system (Remedy/ITSM)

ResponsibilitiesHardware repairs for Dell next business day (NBD) repairs for Desktops, Notebooks and PrintersKey ResultsContinued upgrading of Dell Notebook, Desktop and Printer CertificationsPut in charge of dealing with Unisys special project clients like Allstate, Flowserve, Investors Group, Source Medical, Compass Group, Ceridian Canada, FORD Canada and other Fortune 500 Companies for their Deskside support needsWas trusted with clients security and custom software for all their computer systems for above clientsBecame the go-to specialist for Flowserve and their IT and software requirementsDealt with large lease refreshes of 100+ computers with little or no supervisionConsistently met or exceeded client service level agreements (SLA’s) and fixed issues correctly the first time

ResponsibilitiesTechnical support representative for Canadian corporate and consumer clientsSpecial support representative for important Dell clients like the Canadian Government, Military, Investors Group, BanksDispatch specialist for Canadian and special clientsKey ResultsReceived my Dell Notebook, Desktop and Printer CertificationsExcelled at customer service and had the top CE skills almost every month in the Edmonton Call CentreManagement and Parts Department go-to escalation specialist for special customers and issuesExcellent attendance and was always on shift, on time and worked overtime when requestedReceived many customer and management comments and e-mails regarding excellent service given in regular and difficult situations

ResponsibilitiesSales representative and trainer and computer customer service trainer IT repair department, IT customer service representative, repairs of all computers and printersComputer setups for customers, upgrading, troubleshooting, virus and Spam removal specialistKey ResultsReceived my CompTIA A+ CertificationReceived my HP Notebook and Desktop CertifiedReceived my Compaq Notebook and Desktop CertifiedManagement requested help in training floor sales staff on customer service and product knowledgeExcelled with customer service for sales and serviceWas put in charge of difficult clients due to CE skillsHelped management with the computer department staffing and training

ResponsibilitiesStore Manager, Assistant District ManagerKey ResultsWas promoted to manager after only 2 weeksConsistently increased sales in all stores worked inAssisted District Manager with his duties, manager and staff training, budgeting for stores and sales trainingTrained managers in inventory control, expenses and human resources for the Edmonton storesAssisted Owners and Buyers in the procurement of store products for the whole chain of stores Helped to setup store operating procedures for all stores, security procedures and Management trainingSetup new stores, hired management and staff, trained customer service skills, product knowledge, sales and closed old underperforming storesStore manager in charge of 25+ staff for the largest Edmonton Store and Customer Service specialist for all stores in the Edmonton regionStore management troubleshooter, sent in to improve poor performing stores and managers, open and shut down stores

ResponsibilitiesManager of 3 storesArea Manager of 6 additional stores (Basically managing 50% of the area’s stores by myself)Assistant District ManagerIT Technician for all 18 stores for computers, printers, software and bar code hardware. On call 24/7IT consultant to the software programmers for store rental softwareArea manager in charge of opening new stores, hiring and training staff, budgets, sales and accountingKey ResultsI was the only manager to manage 3 stores in the company due to my managerial skillsOnly manager in the company to be promoted to an area managerIT Manager that kept computer hardware up and running for 18 stores plus setup all new computer systems, bar-coding hardware and printersSetup the District manager’s office and setup the administration for the 18 stores for daily sales and all other store requirementsHelped to convert the old Apple IIGS software to the IBM PC with the software programmers at TVLHelped the Vancouver Head Office by setting up all forms, store procedures and training manualsHelped cut company expenses by purchasing consumables in quantity rather than at the store level for the entire BC, Alberta operation (100+ Stores)Helped the District Manager to run the district when it got busy or when he was out of townOnly manager in charge of 3 stores, IT manager of 18 stores plus area manager of 6 stores all at the same time

ResponsibilitiesManager of various Edmonton stores and computer departments Store manager troubleshooter for poorly performing stores and staffInventory control specialistSpecialist in Human Resources , Accounting, P & L, Sales, Budgeting, Training, Product Knowledge, Security and Fraud PreventionI also was an Assistant Manager for Radio Shack in Ottawa from 1977 to 1979, and was next in line for Store ManagementAccomplishmentsWas promoted to store manager at a very young age due to my management experience, capabilities and product knowledgeHad the highest yearly sales gains of any store in the Western Region that were never brokenConsistently met and increased sales targets, profit and always had low operating expenses compared to the other stores in the Western RegionHad the highest computer sales in the district and was the only manager that managed the new computer storesExcelled at P & L paper work, inventory control, budgets, sales gains, profits, staff trainingExcelled at fraud and loss prevention, credit card fraud, NSF bad cheques and their recovery plus internal staff theftWas turned into a troubleshooting manager who went in to clean up poorly performing stores