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2004 - 2005 - - - Technical Support Representative
Convergys, Inbound Call Center
Winnipeg, Manitoba
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Provided Level I support to residential customers of Comcast, the Cable division of AT&T Broadband.
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Assisted users with account initialization, as well as troubleshooting connectivity, email and other networking issues.
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2003 - 2004 - - - Technical Support Representative
Watts Communications, Inbound Call Center
Watts Avenue, Charlottetown, Prince Edward Island
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Provided Level I to II support to customers of Covad, servicing some 5 million and more DSL circuits in the urban USA.
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Consistently achieved first-call resolution of a great variety of hardware and software issues relating to corporate and private internet usage.
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Operated network diagnostic tools, escalating and following-up as needed via out-calls and proprietary Trouble Ticket system, and reporting with PeopleSoft®.
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2001 - 2002 - - - System Builder and Service Technician
Global Interactive Technologies, Retail Store
St. Andrews Road, Annapolis Royal, Nova Scotia
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Configured in-shop network services such as: POS; file and printer sharing; e-mail, ftp, and web servers. As needed, also covered the sales floor of business and personal computer systems, parts, peripherals, and supplies.
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Performed bench and field service of computers and other office equipment, on a pay-per-call basis, troubleshooting a variety of systems including portables, PC workstations, Network Servers and printers, and fax machines.
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1999 - 2000 - - - Computer Service Technician
OTA System Centre, Retail Store
Bay Street, Toronto, Ontario
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Provided hands-on technical support for corporate networks and home users, via telephone, email, in the shop, and onsite.
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Built, to custom order or corporate specification, two to eight new desktop computer systems daily.
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Carried out RMA procedures for, and repairs to, systems and hardware, including COMPAQ, TOSHIBA, ACER, HP, IBM, and A-Open.
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Occasionally covered the sales floor catering to corporate, business, personal, and chronic computer buyers.
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1998 - 1999 - - - Bench and Field Service Technician
BK Systems Inc., Wholesale and Retail Store
Sheppard Avenue, North York, Ontario
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Inside and outside technical support services for corporate and business clients, mainly new portables with customizations.
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Provided consultations and technical support for mobile PC's with Network Admin type clients for: Planning, Maintenance, Upgrading, Y2K Compliance, and Repairs.
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Carried out RMA procedures for warrantied repairs and upgrades to equipment from TOSHIBA, HP, and IBM. Peformed field service and bench repairs on a wide variety of computer systems and business equipment, out-of warranty.
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1998 - - - Onsite Sales Support and Service Technician
TANDIS Computer Database Consultant and Software Developer
Windsor, Oldcastle, and Essex County, Ontario
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Inside and outside sales for corporate and business accounts, hardware and proprietary database implementation.
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Provided tech support for PC networks in a diverse mix of manufacturing, agriculture, and warehousing environments.
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Manned the help desk and travelled onsite for a variety of concerns in hardware troubleshooting and software integration and configuration.
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Hands-on tech support for Microsoft Office, Integrated Accounting, Business Vision, Lotus Notes, Novell NetWare, and the TANDIS applications.
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Advised clients on web-presence solutions and digital/paperless and mobile office design.
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1997 - 1998 - - - Corporate Sales and Services Rep
AIT Systems Inc., Wholesaler & Software Developer
Ouellette Avenue, Windsor, Ontario & Franklin Street, Detroit, Michigan
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Sales and service of hardware, software, media, and supplies, mainly to automotive industry suppliers.
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Advised clients on Automatic Data Capture and Barcode solutions for POS, ERP, Agriculture, Logistics, and Manufacturing.
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Provided integration services and tech support for EDI* Asset , Mirror III, and a host of proprietary software.
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Provided tech support and integration services for client-owned equipment from all over North America, via return post.
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1996 - 1998 also 2001 - 2003 Field Service Technician
Homestyle Simplicity Networks, Systems Integration Specialties
On-Site, Annapolis Valley & Halifax County, Nova Scotia
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Operated a successful home-based small business with mainly residential clientelle.
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Advised on and installed and configured peripherals, devices, and applications.
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As an Authorised Agent, made sales and provided support for Global Linx.
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Supported a wide variety of end-users via telephone, email, and onsite service.
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