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Summary

I am a dependable, consistent, and hard worker with a diversified skill set that has brought me success in jobs that have need for multi-faceted disciplines. My work experience in customer-facing roles and technical project support, together with my drive for continual learning makes me a highly dynamic problem solver. The outside-the-box thinker that brings value to any team.

Skills

Remote customer services - Email, telephone, remote desktop, in-person. I am also well versed in deescalation for negative interactions and resolving above customer expectations.

Data Entry / typist - 70 wpm. I have had a diverse mix of alphanumeric, text paragraph as well as address and warm-sales data entry experience.

Microsoft Office (including Outlook & Excel) - I have proficiently used this software suite for 14 years.

Technically minded - I am formally educated in a national diploma that covers a vast range of IT topics including hardware and software development and testing, and database population and relational data handling. This means I have a problem solving mentality and excel when faced with challenges that need outside-the-box thinking.

Land/rural address knowledgeI was a founding partner of a condominium management start-up that needed to know this information.

Process and procedure approach - I have not only had many years working in positions that have needed to closely follow procedures but also been a major part of developing new and improving existing new ones.

Work experience

Apr 2014Present

Security Professional

Canadian Corps of Commissionaires
Working at the police seized vehicle lot (PSVL) in Edmonton, I am responsible for the security of the entire lot and access control to the site an vehicles within it. I work the dispatch desk liaising with police in bylaw enforcement, collision scene units, traffic stop units, and detectives post-arrest as well as the contracted tow companies attending.
Sep 2013Apr 2014

Visiting & travel

Newcomer to Canada from England

While in the process of immigrating, I was not able to work but kept active by learning following skills:
• Personal finance planning and bookkeeping
• Web coding
• Volunteer work for Habitat for humanity
• Concerted effort in adapting to a different country 
• Spending plenty of time with step-son and keeping the house in order

Jun 2013Aug 2013

Incident Management Co-Ordinator

A&O IT Services

Remotely deploy IT engineers to resolve client incidents according to SLA-versus-backlog priority.
• Coordinate field engineer resources in delivery of ever-evolving ad-hoc projects parallel to standard agreement projects both alone and part of a team where appropriate.

Nov 2012May 2013

Data-centre Bridge Operator

Phoenix IT
Feb 2012Dec 2012

Various data entry, call-centre, and clerical positions

Various - contract work
Apr 2009Feb 2012

Procurement & Configuration Coordinator

Northgate Information Solutions

• Maintaining an accurate Configuration Management Database (CMDB) and regular reporting thereof.
• Train staff in Configuration Management tools and processes.
• Sole owner of the procurement process and it’s continual improvement.
• Production of quotes for equipment, liaising with the remote procurement team as well as directly with preferred suppliers through telephone and email.
• Placing Orders for equipment in a timely manner, liaising with the central procurement team and control of associated paperwork and keeping the customer informed at every stage.
• Raising Purchase Orders / Requesting Invoices / Invoice deployment.

Feb 2007May 2007

IT Administrator

Flostream Ltd

• Maintaining a standard organized file-folder hierarchy on IT and Admin networks.
• Cleaning, sorting and standardizing databases prior to print.
• Making last minute print form adjustments to client's documents for proofing, sending them to the client via email or fax. Making adjustments as required and re-proofing.
• Mail merging the data with documents as required and printing.
• Keeping all computers clean and running efficiently and diagnosing any issues for resolution.
• I was promoted from this job to customer relations co-ordinator.

Jun 2006Dec 2006

Promotional Advisor - temp

Allied Bakeries

• Working on promotion & customer care telephone call centre
• Answering customer calls requesting promotion item with excellent telephone manner
• Accurately entering data into in-house ServiceMAIL software whilst on telephone, and Excel spreadsheets for questionnaires after call ended.
• Temporary 6 month contract

Education

20022004

BTEC National Diploma for IT Professionals

East Berkshire College

Merit - merit - distinction

19972001

Grade 12 school equivalent

Slough Grammar School, Berkshire, UK

Certifications

Jan 2011

ITIL v3 Intermediate - Service Transition

UK Office of Government Commerce (OGC)
Jun 2010

ITIL v3 Foundation

UK Office of Government Commerce (OGC)