wayne martell

Contact centre for Apple Care

Sales, Billing, Customer Service for the chat team and phone overflow

Front counter and answering the phone, taking Accident reports, matching accident reports, lost/stolen/found property reports, front counter occurrence reports, damage stickers, property detailing, accepting statements, providing information.

Answer phone questions about products, recommendations, forward repair status questions to the techs. Greeted customers that came to the store and answered questions and recommended products, placed custom build orders and passed the information to the techs along with the parts, if needed to order then passed that information to the purchaser. Duties also included dusting, organizing, merchandising and customer service.

* Tier 2 IT Systems Analyst & Desk Side Support * Act as the owner of tickets and resolve issues by phone, walk up and online or escalate/assign to other resources, browse through existing tickets by age and assist in resolving * Troubleshoot, repair, setup, upgrade, network, install peripherals & corporate software, remove viruses and spyware as necessary * Create, modify and delete accounts in Active Directory, MS Exchange, BlackBerry Enterprise Server and Nortel Business Control Management software including voicemail box setup and extension management * Create documentation on steps taken to resolve incidents and enter detailed notes in each ticket

* Computer sales * Use professional sales approach to understand customer’s needs and offer the complete solution to all their technology needs. Stay current on competitor products and pricing. Meet/exceed company standards on all key performance areas * Stocking and cleaning, implementing floor plans * In charge of helping the department sales manager revamp Connect Pro sales by introducing ideas and implement plans on increasing services and efficiency * I helped the Home Office DSM with several duties including Home Office Product Expert Reviews, creating department schedules, helped with the end of day numbers, and floor managing

* Place service calls and troubleshoot printing problems as per customers request * Do business directly with Canadian and American ASP’s, Authorized Dealers, Contract Customers, State, Government and Commercial customers solving problems with orders and shipping, and ordering parts after looking them up in service manuals * Schedule shipments and pickups, give credits, look up parts based on problems with copiers * Keep track of orders claimed to be warranty and bill if necessary * Organized and trained a group of people to complete specific tasks incase I was out of the office and to help with my growing work load * Created spreadsheets, databases and developed internal parts website * Plan Rest & Relaxation events

* A vast knowledge of all computer hardware and software sold in the establishment * Provide technical work, including building systems, installing required software and troubleshooting * Cleaning, Organizing Stock, Phone Support, Data Entry and Cashier * Address and advice customers in a friendly manner * Ability to multitask and make business decisions

* Complete customer orders, cleaning, photocopying on colour, black and white, plotter and high speed machines * Cashier, computer sales * Worked in the digital field using various software to create and edit documents to send to the digital copiers * Worked with logo creation and photo touch-ups and shipping

* Support end user issues by phone, walkup and tickets by taking remote control of users workstations to solve problems or gain a better understanding of the issue to resolve or assign if scheduled on the desk * Create, modify and delete accounts in MS Exchange, Novell Netware, Active Directory, Windows 2000 & XP * Support end user issues by phone, walkup and tickets by taking remote control of users workstations to solve problems or gain a better understanding of the issue to resolve or assign if scheduled on the desk * Create, modify and delete accounts in MS Exchange, Novell Netware, Active Directory, Windows 2000 & XP * Created a step by step tutorial on configuring a Windows XP workstation and joining the domain to administer Exchange over Active Directory with Windows Server 2003 for government IT offices

Formerly called CompuCollege School of Business

Informatics examines technology and how people work with technology to create workplace solutions. In today’s world, computer systems are becoming more and more complex, yet clients want systems that are simple to use. Through classroom study, community-based project work and mandatory co-op work terms, you will gain the knowledge and experience you need to design and build modern, complex computer systems that your clients will find intuitive and easy to use. With a major in Software Systems, you will gain all of the technical skills needed to design and create efficient computer systems. The focus will be on learning theoriesbehind development and design, so that you will have the tools to use in such a changing environment. You will have the opportunity to explore a wide range of roles that are necessary for developing these systems. Some areas covered include database design, software development and engineering, networks and information security.