Vicky Sin Email & Phone Number

• Responsible for 4000+ US and Canada restaurant's network related services such as internet, digital menu boards, guest WiFi
• Ensure vendors meet SLA for MTTR, internet and guest WiFi installs for new and existing restaurants
• Works with PM's, DM's and owners for escalations with new restaurant installs, renovations, outages and general inquiries such as upgrades to existing services
• Provides subject matter support and creates knowledge base documentation to internal Help Desk for Restaurant Network
• Creates weekly report of level 3 issues to Senior Manager for review
• Elevate level 3 issues to the vendor and escalation performance

• Served as a liaison between internal business groups (Finance, Marketing, HR), technology groups and vendors to ensure best solutions are established for the business needs (design sessions, interviews with experts.
• Built Business Cases capturing purpose, scope and cost-benefits
• Built 5 year road maps for stakeholders capturing projects, timelines, costs-benefits and impacts to the business
• Updated Microsoft Project Plans to reflect target deadlines
• Gathered business requirements from Finance (Aurora and Sweda Mart POS Systems), Pharmacy (Kroll) and Corporate areas to build Business Cases and Requirements Document
• Participated in business process mapping by using Microsoft Visio and ARIS

• Assisted professor in valuating assignments and test papers for Introductory Financial Accounting and Auditing courses

• Implemented, moved, configured and repaired Cisco VoIP, Nortel Meridian phones and various Cisco network switches and router
• Configured voice mailboxes for employees using Nortel’s Norstar Voice Mail
• Repaired, traced and patched network and phone jacks
• Created network cables and tested them using network Fluke tool
• Performed troubleshooting tasks for incoming calls from employees and help desk related to network and phone problems

• Monitored networks to make sure they were all up
• Read log files to determine if any viruses have occurred
• Checked support queue to resolve any know issues
• Accessed Cisco switches to find port information and changed settings when requested
• Made configuration changes when requested such as adding banners and IP addresses on routers and switches
• Helped rack network equipment, ran fibre and patch cables between devices

London, Canada Area

• Handled inbound phone calls and provided concise quality customer service for Telecommunications client for DSL issue
• Provided technical support to end users through effective troubleshooting and problem solving skills

Cambridge, Ontario

• Installed hardware into desktops and laptops such as memory and hard drives
• Used Norton Ghost software to image computer
• Installed software for employees such as SolidWorks, AutoCad, Citrix and MS Suite
• Created users accounts for new employees using Windows Active Directory and assigned users with the appropriate permission
• Setup conference sessions using Webex
• Changed toner cartridges, fuser, rollers and troubleshooting problems for printers

London, Canada Area

• Ran PC checks
• Installed windows 98/2000 image onto computers
• Troubleshooting of problems on computers if any arose including changing floppy drive, hard drive and RAM
• Teamwork skills were developed through working with other individuals to accomplish required tasks

Bachelor Of Commerce, Business Technology Management - Telecommunications & Infrastructure Major, Accounting Minor

Ontario College Advance Diploma, Computer Systems Technology