Will Samuel Email & Phone Number

Ottawa, On, Ca

Kanata Ontario

• Interface with Tier 1, Tier 2 and Tier 3 techs to help them support, troubleshoot, and resolve issues for partners on Barracuda RMM via phone and email• Work alongside Development, Operations and Sales teams to ensure Partners' needs and concerns are met• Verify, author and test bugs and feature requests that come from Partners and internal sources• Maintain a comprehensive Knowledgebase of support articles (both external and internal use)• Coordinate and develop training plans for new Support Representatives• Collaborate with VIP Partners on a case-by-case basis• Partner-focused with the ability to take a proactive approach to support, identify, and anticipate issues that customers may experience• Extensive knowledge of Microsoft Windows operating systems, both end users and servers• Experience using command line interface and a sound knowledge of networking protocols • Understanding of Microsoft SQL, how to write queries, and make changes• Knowledge of editing registry and a basic understanding of Linux• Understanding of DCOM, WMI, performance counters, event logging, diagnostic tools and Windows services• Proficient with Active Directory and networking knowledge (DNS, IIS, firewall, ports, and routing).• Consult online web tools, computerized databases, manuals, circulars, or internal resources for information on resolution procedures• Construct individual case reference files and update the case management database• Remain current on new developments and changes through an ongoing circular, e-mail, and manual reviewSoftware and Apps:Microsft Windows (all) · macOS · Salesforce · Atlassian Confluence · Altassian JIRA · Microsoft SQL Server · Microsoft Office · Common Web Browsers (Chrome, Firefox, Edge) · GitHub · PowerShell

Kanata, Ontario, Canada

Kanata, Ontario, Canada

Kanata, Ontario, Canada

Ottawa, Canada

• In charge of handling customer requests• Register incoming calls, emails, & web requests, and dispatch them according to services and contract commitments, following quality processes towards the relevant support organization • Monitor specific service request end to end Service Level Agreement compliance and take action according to several alarms such as, emergency request, spare parts unavailable, SLA exceeded, etc... • Detect and manage overflow between first line maintenance team when workload situations are required• Allocate emergency jobs according to the TAC information and alert the most available field engineer • Close the Service Requests after all relevant checks have been made• Order and follow-up the spare parts needed for emergency jobs from the relevant warehouse • Escalate when necessary (in case of problem in the various process or difficult customer or issue with the tools or ...) • Continuously keeping up to date with the latest processes and tools by following the regular on-the-job training provided• Successfully transitioned from contract staff to full-time staff September 2013

Ottawa, Canada

• Worked with research team to help them fulfill their contract requirements • Arranged for travel and accommodation for regional VP to travel to and from Vancouver • Ordered both office and contract supplies as well tracking the expenses thereof• Maintained a comprehensive filing system that included both hardcopy and softcopy systems• Budgeted for a contract on a tight deadline to spend no more than $1100.00 on supplies and negotiated to purchase all items requested• Completed expense reports for management team, researchers and petty cash• Handled both petty cash and incoming cheque deposits for the company and researchers

Ottawa, Canada

• Proofread resumes and cover letters for undergraduates while offering corrections and tips• Familiar with the three conventional resume designs and curriculum vitae writing styles• Conducted mock interviews for undergraduates while offering tips on how to be successful• Maintained an understanding of the local Ottawa employment market• Researched non-one-to-one graduate degree options through internal database and created new pages with Adobe Contribute with same look and feel as existing university web pages

Ottawa, Canada

• Responded to incoming phone calls to both track packages • Handled incoming requests over the phone to arrange for commercial courier pick up• Maintained a high level of professionalism and outstanding metrics

Ottawa, Canada

• Handled incoming phone calls, chat requests and emails about customer and technical support • Generated clear and concise notes using Remedy• Assisted fellow technical support representatives with advanced technical resolutions• Reconciled a number of escalations from peers with difficult or angry customers• Facilitated one-on-one and group training about how to lower talk times and increase customer service responses / quality assurance or how to write clearer remedy notes

Bachelor Of Arts (Ba) (Hons), Anthropology

Honours Thesis: Being Mé(tis) Minor in Canadian History

General Arts And Science, Pre-Media Studies