Tore Hatlen Email and Phone Number

Reporting to Director of IT Operations. Responsible for supporting North American staff using a variety of software products and assisting in implementing computer and network upgrades• Handling 20+ emails and calls per day from staff requiring support with software and hardware issues. Responding within 2-4 hours to initiate resolution.• Issues include software installs and troubleshooting, hardware failures and replacement and networking. Also working on Account management, and deployment of hardware. • Assisting with implementation of network upgrades to branches across Canada.

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• Handled 30+ support calls and emails daily from customer with a variety of issues. Responded with 24 hours to all support related questions and issues. Handled Tier 2 and 3 Support issues until resolved.• Worked with customers resolving technical issues ranging from installation and deployment to troubleshooting and usage on both MAC and Windows platforms.• Conducted training and technical sales demos of Faronics products with customers using collaborative tools. • Interfaced with Development team to escalate customer issues as needed and worked with Development until issues were resolved.

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• System Administration duties that included backups, hardware set-up and deployment, and system administration.• Responsible for customer support and service. Handled 15+ emails per day on installation, deployment and usage questions. • Assisted Development team with hardware and software compatibility testing of wireless devices and software.

• Handled 30+ calls and email from staff on issues with software and hardware. Worked various shifts to allow for assistance of staff in offices located worldwide. • Prepared new documentation, and reviewed and updated for internal IT procedures• Assisted System Administration team with extra duties that included testing hardware systems that were to be deployed in remote offices and doing system backups

• Assist Customers by recommending hardware and software based on their needs.• Assisted with Store Inventory Management and stocking• Computer Repair and troubleshooting.

• Part of a team developing training courses for Cisco Systems in San Jose, CA.• Planned out hardware needs for training courses• Documented Turnkey’s internal IT processes.

Part of a team that grew from supporting 50+ staff at one location to an organization that supported 1500+ at multiple locations worldwide. • System Administrator duties including user account management, backups, managing MS Exchange server.• Assisted with selection of new staff, training and mentoring of new staff. • Hardware setup and deployment including servers, laptops, printer and desktops• Handled 20+ calls and emails daily from staff requiring support.• Assisted with ordering of hardware and interacting with suppliers.

Worked as waiter in Main Dining Room serving passengers and senior officers. Assisted Head Waiter with service.