Stephen Withers Email & Phone Number

Halifax Regional Municipality, Ns, Ca

Halifax Regional Municipality, Ns, Ca

Halifax, Nova Scotia, Canada

Manage customer communication and expectations.Act as the customer liaison to Engineering, Sales, and Field Engineer teams.Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly.Provide technical support and triageCommunicate with customers verbally or in writing in a professional, efficient, pleasant and helpful mannerResolve customer support incidents by providing information, documentation, using teamwork, independent judgement and a variety of internal resourcesDocument all interaction with customers, including communication and resolutionsWork with Technical Support Engineers to resolve or escalate more complex issuesActively participate with other Technical Support Analysts in a team-oriented culture and assist other internal groupsContinue to develop personally and professionally with internal and extra-curricular training

Halifax, Nova Scotia, Canada

Evaluate documented resolutions and analyze trends for ways to prevent future problems.Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.Support development and implementation of new computer projects and new hardware installations.Assist in software releases, roll-outs and communication to the end users.Conduct research on computer products in support of PC procurement. Evaluate and recommend hardware products for purchase.Write technical specifications for the purchase of PCs and related products.Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.Install, configure, test, maintain, monitor and troubleshoot end user workstation hardware and networked peripheral devices.Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software.Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, then recommend and implement corrective hardware solutions, including off-site repair as needed.Monitor incoming requests to the Help Desk to ensure courteous, timely and effective resolution of end user issues.Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Perform post-resolution follow ups to Help Desk requests.Develop and maintain an inventory of all computers, printers and other peripheral equipment.Liaise with third-party support and PC equipment vendors.

Halifax, Nova Scotia

Administer, monitor and troubleshoot a wide variety of commercial IT systems, ranging from desktops, servers, network & storage infrastructure, and mobile devices.Administer, monitor and troubleshoot backup solutions, Disaster Recovery solutions, remote connectivity and security solutions including firewall management and network security measures to protect data, software, and hardware.Diagnose and repair hardware and software issues on desktops & laptops.Maintain a degree of knowledge regarding information technology products and the ability to communicate this knowledge to clients.Develop a solid understanding of the managed services and information technology used by clients.

Halifax, Canada Area

Provide top quality technical support, troubleshooting of IT networks and communications systems, including associated applicationsWork remotely with end-users and technicians to diagnose and recommend solutions leading to resolution of issues in VoIP environmentsCollect system and event log informationDocument in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management SystemsInstall, configure, and maintain lab equipment

Halifax, Canada Area

Evaluate, refurbish and repair donated computer equipment, peripherals and other education technology for distribution to schools and related organizationsAssist with pickup of donated equipment and transportation to the workshopAssist with delivery of refurbished equipment to schools and other related organizationsAssist with setup of computer equipment and peripherals at schools and related organizations