Vicky M. Email & Phone Number

Canada

Canada

St John’s, Newfoundland And Labrador, Canada

• Supported over 700 staff as an Infrastructure Analyst with Newfoundland Power's IT Help Desk. Duties included handling incoming calls, walk-ins, chat, and e-mail. inquiries from Newfoundland Power employees, supporting.
• Used various tools including but not limited to: Avaya, Cisco Jabber, Microsoft Outlook, Citrix apps, MS Exchange, Active Directory, Account lockout status, Remote Desktop Connection, using the KACE ticketing system to.

St. John's, NL

• Achieved excellent business growth for this startup, from a small number of clients to a much greater customer base. Scaled from 40 clients per week to over 400 per week.
• Assisted in obtaining and retaining government contracts as well as successfully winning bids on other lucrative contracts.
• Managed day-to-day operations, scheduling staff, tracking client calls and appointments.
• Sourced/recruited, hired and onboarded employees. Ensured training needs were met and provided training on an as-needed basis for client satisfaction and retention.
• Maintained payroll and bank account reconciliation in addition to tracking expenses for reporting and tax purposes.
• Installed and maintained desktop and laptop computers. Maintained and upgraded software and hardware as needed, including operating systems, i.e. Windows 7 to 10, and applications such as Microsoft Office. Also created.

St. John's

• Provided technical advice and support to end-users with technology such as Citrix, Microsoft Windows XP, Microsoft Office, and mobile devices.
• Collaborated with other departments to assist in data query needs.
• Acted as a liaison with software suppliers.
• Developed technical training manuals, delivering training classes, and one-on-one training sessions in all areas, including the Microsoft Office suite.
• Became a subject matter expert/product manager by learning and training employees on new software applications such as Anite, Business Objects, and Infomaker, then providing ongoing support and training.

St John’s, Newfoundland And Labrador, Canada

• Responsible for all administrative tasks relating to the HOST (Hot Oil Storage Tank) and GAP (Gasoline and Associated Products) in the division.
• In a joint project between the Pollution Prevention Division, the Government Service Centre and OCIO (Office of the Chief Information Officer), organized the restructuring of the GAP database, and accompanying training.

St John’s, Newfoundland And Labrador, Canada

• Contract The Employment Solution/IBM
• On-call position supervising junior staff members/performing hardware/software upgrades at various companies using IBM technology/services.
• Projects included Scotiabank, Domino's Pizza, The Gap, HBC/Zellers, and Old Navy.

St John’s, Newfoundland And Labrador, Canada

• Inventory Coordinator/Project Manager for the PCL (PC Lifecycle) Project.
• Monitoring the service desk and workload, ensuring that technicians were meeting requests with higher priority as per the SLA (Service Level Agreement), and approving hardware and software requests as required.
• Managing/tracking the company's hardware inventory, managing a project for employees on an early retirement program, including an ongoing project to upgrade all computers that were at end of the lease.
• Responsible for all aspects of purchasing.
• Using PeopleSoft - maintaining a log of which projects to which time was accrued, so they would be billed to the appropriate departments.
• Managing the CMDB (Configuration Management Database) using Remedy, performing a daily audit of the database, and looking for discrepancies within the physical inventory.

St John’s, Newfoundland And Labrador, Canada

• Assisted customers experiencing technical problems and/or billing issues via inbound telephone using an automatic call distributor for the client - Comcast High Speed Internet. Resolving issues with both personal and.
• Utilizing several software packages to track and trend calls, add/remove services to accounts, adjust billing, and preparing report forms/requests.
• Troubleshooting cable modems, local area networks, routers, network protocols including TCP/IP, and various Internet connectivity hardware and software.

St John’s, Newfoundland And Labrador, Canada

• Delivered technology training and support to financial advisors on both an individual and group basis, over the telephone and in person.
• Delivered training on three different platforms, including Windows NT, Windows 2000, and Windows XP. Encompassing a wide spectrum of software applications, many specific to London Life and its sister companies.
• This position required and enabled me to gain a superior working knowledge of the investment/insurance industry.
• Collaborated with the management team and administrative staff. Delivered extensive training to the on all Microsoft Office products, including Word, Excel and PowerPoint as well as soft skills, such as time management.
• Facilitated training of various new pieces of technology, including a web-based investment application to the London Life and Great West Life offices, as well as the rollout of an electronic application for insurance.

St John’s, Newfoundland And Labrador, Canada

• Hosted weekly team calls with sales representatives to inform them of order deadlines and incentives.
• Encouraged sales representatives and offering suggestions on how to expand their territory and improve sales performance.
• Accepted calls from representatives with questions or problems and consulting with the District Manager on their behalf. Also completing special projects for the District Manager on an as needed basis.

St John’s, Newfoundland And Labrador, Canada

• Specialized in computer support - performing weekly backups, checking for viruses, software upgrades, hardware installations, providing application support to staff members, and general computer maintenance. Also.
• Performed general administrative/secretarial duties.
• Maintained company accounting records using Simply Accounting. Including Payroll, Accounts Receivable, Accounts Payable, the General Ledger, and financial statements. Also preparing HST, Source Deduction, and Fuel Tax.

St John’s, Newfoundland And Labrador, Canada

• Instructor - Faculties of Electronics and Microcomputer Specialist
• Developed tecnical curriculum in Microcomputer Technology that would be used by instructors in all campuses. Materials included with this course were daily lesson plans, quizzes, assignments, and final exams.
• Responsible for preparing daily lesson plans, maintaining attendance, grade records, and conducting interviews with students.
• Instructor of numerous computer courses such as C and Machine Language programming, WordPerfect, Harvard Graphics, Windows/95/98, and Internet applications.
• Electronics courses taught included Analog and Digital Electronics, Industrial Electronics, Microcomputer and General Troubleshooting, and Microcomputer Interfacing.

Associate'S Degree, Computer/Information Technology/Business Administration And Management, Honors

Associate'S Degree, Electrical/Electronics Maintenance And Repair Technology, Honors