CHIS – Systems Administrator

2006 – 2007

• Maintaining and administering the Windsor Regional Hospital spam filter, serving thousands of employees.
• Creating user, Citrix, and email accounts for new employees to the hospital while maintaining current accounts.
• Creating and deploying Lotus Notes user accounts for the Windsor Regional Cancer Centre.
• Attending meetings twice weekly to discuss current technical and project-related issues, while developing plans for their resolution; ensuring users have a comfortable experience when accessing health-care applications.
• Handling technical support requests for WRH at two campuses, and off-site associated organizations (such as Ontario Breast Screening Program and Residential Rehab Services), for a wide variety of issues which include, but are not limited to: email, application, and server issues, user training on various software platforms, health-care application-specific issues.
• Providing hardware and software quotes for users and the Purchasing department.
• Assisting in the deployment and training for Citrix at the Western campus, and the project planning associated with its deployment.

TD Canada Trust e.Bank – Content Manager

2005 – 2006

• As part of a team of 2 Webmasters, maintained and edited approximately 10,000 web pages, delivered to customer service associates serving 7.5 million customer calls monthly.
• Maintained a common communication experience throughout the call centres we serviced.
• Set and met deadlines on projects while consistently meeting standard turnaround times.
• Developed a good working relationship with internal and external e.Bank customers.
• Assisted in piloting, testing, and launching the Google search engine to the TD Intranet.
• Continually “enhanced the brand” of TD Canada Trust through quality control testing utilizing the quality control model of e.Bank.

TD Waterhouse – Technical Support

2001 – 2005

• Created numerous database applications and “Job-Aids” for the department, which were outside the scope of the position. These included such projects as reprogramming a call tracking database for the supervisor desk in all three of our operations centers, creating the Customer Satisfaction Index (CSI) database for use in a call centre environment, the Statistics and Exceptions application for the Advanced Technical Support team, and created numerous Microsoft Excel spreadsheets to track and display reports.
• Assisted customers and TD Waterhouse staff with technical troubleshooting including, but not limited to: the Corporate Desktop, the Java 2 platform, Microsoft Windows (versions 95 – XP), Microsoft Office (versions 97 – 2003), PC and Macintosh hardware (mainly in the form of firewalls and user interfaces), the TD Waterhouse automated trading service, and the CTI “Soft Phone”.
• Effectively communicated with other departments and vendors to help resolve customer concerns.
• Handled Level II technical support calls from customers of TD Waterhouse USA, while exceeding call quality and productivity requirements as defined by the business unit.
• Recognized for meeting and exceeding all departmental campaign sales goals.
• Recognized by customers for excellent customer service.