Marc Collins
Toronto, Ontario
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Accomplishment and Skill Highlights
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Accomplishments
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- Studied, complied and streamlined best practices for Aviva Canada.
Implemented Wiki-driven knowledge base to make this information readily available to Service Desks.
- Automated ticket creation process for HEAT using Object Oriented
coding concepts and brought many processes in line with ITIL principles
- Created and Maintained Lotus Notes Stationary database to standardize
email response for common queries to the Service Desks
- Drafted, proposed and implemented Business Continuity process for
email server outages or unplanned evacuations using open source tools
and existing vendor relationships
- Developed a method for addressing ongoing trouble tickets, resulting
in 75% decrease in unresolved technical incidents
- Documented and clarified Dun and Bradstreet Customer Service processes
and published MacroMedia RoboHelp based Knowledge Base for use by Outsourcing organization
- Led cross departmental team that gathered user requirements to ensure
successful implementation of intranet-based system for delivering $485,000 in data sales
- Devised and implemented document retrieval system for D&B Customer
Service, reducing access time by 80% with available technology at no incremental costs
- Led, trained and supported team of 8 CSR and Technical Support staff in consistently overachieving
challenging productivity and revenue targets
- Uncovered opportunities for team to cross-sell new product line, generating
$75,000 of unbudgeted revenue in first year and a budget of $180,000 in year two
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Communications
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- Fluently bilingual in French and English
- Customer-focused, consultative approach to building strong
working relationships with co-workers and clients
- Strong reputation for supporting users of complex
applications in face to face, telephone, seminar and
informal settings
- Excellent skill building and coaching skills
- Well-known team player and resource person, coach and
business skill mentor
- Tactful and diplomatic when working with challenging or
agitated clients
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| Technologies Used
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- Provided support to a wide range of applications running on Novell and
MS Windows Wide Area Networks, including quota and access management
- Supported users of Lotus Notes, Mainframe Databases (TSO, DB2), MS
Office and myriad custom insurance and credit industry related applications
by telephone, email and via remote access tools such as NetMeeting, Novell Console 1, VNC and Citrix GotoAssist
- Successfully and efficiently managed high volumes of tickets using HP
Service Desk and FrontRange HEAT
- Performed extensive troubleshooting of email connectivity and email
server software application issues as a 2nd level escalation point
- Led Knowledge Base projects using PHP-SQL driven Wikis and MacroMedia RoboHelp
- Some experience with BIND, zone files, domain name registration and sales, Apache
- Network Operations Centre experience accessing and servicing Unix/Linux
(Sun Solaris, Redhat, HPUX, Ubuntu) systems remotely to troubleshoot and
resolve myriad TCP/IP based communications systems. Protocols supported include
POP, IMAP, SMTP, SMS, LDAP, DNS, RBL (Spam prevention) and Email Server application issues
- Monitored remote SUN and HP servers in a high availability, customer facing environment using Big Brother and Nagios
- Worked directly on remote hosts and clients in wide area networks using SSH and Kerberos authentication
- Used Perl and Shell scripting or MS batch files as applicable to automate repetitive tasks
- Customised Seagate Crystal Reports for D&B Relational Database Applications
- Studied Relational Database design and data normalisation
- Some AS400 mainframe experience, using JCL, SyncSort and TSO
- Used various scripting tools and scripting languages to perform file cleanups
and normalise data for D&B Customised Information Services to use in risk management and analytical products (SAP, ERP and CRM systems)
- Built and refurbished Intel based PCs, deploying Windows (from Win98 to XP
and various Linuxes), and installing Office and other Software, or Open Source applications.
- Wrote and published W3C compliant, accessible web sites; strong awareness of
HTML, PHP and some knowledge of C++, Perl and XML
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Professional Experience
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| Aviva Canada
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2007 to present
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Bilingual PC/LAN Analyst,
ITIL Help Desk
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- Provide technical support to internal and external customers
requests in accordance with ITIL best practices to phone, email and walk up clients
- Coordinate escalations of outages and major incidents to second/third
tier support and external vendors, ensuring resolution SLAs are consistently met
- Accurately document and manage all work in FrontRange HEAT ticketing tool
- Provided regular on-call and backup support via VPN access
- Document, implement, publish and maintain Wiki based Knowledge Base Facing desks
- Write and maintain HEAT autotasks for Incident and Change ticket automation
- Proactively test systems not monitored by available tools to reduce potential down time
- Processed employee termination, to ensure access cancellation, asset
retrieval and document changes in accordance with privacy legislation and audit requirements
- Take on and complete additional projects as opportunities arise
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| Critical Path /Tucows Inc.
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2005 to 2007
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| Network Operations Analist
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- Monitored customer facing productions environment using automated remote monitoring tools such as Big Brother and Nagios
- Performed 2nd level troubleshooting on networked Unix hosts
- Trained new associates in troubleshooting and monitoring processes
- Worked closely with Operations, Engineering, and Customer Service to provide quick resolution on issues that may occur
- Maintained documentation of production environment, including troubleshooting guides and operation documents
- Used SSH to access remote boxes in data centres in Canada, the US and UK to proactively monitor and resolve issues
- Used shell scripting and Perl scripts to automate repetitive tasks Technical Support
- Initially hired in technical support, diagnosed and resolved client facing issues, documenting problems & escalating as required
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| D&B Canada
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1996 to 2005
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| Senior Application Support Specialist
(1999 - 2005)
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- Worked closely with sales force and clients to provide
post-sale support for custom automated risk management
systems
- Supported team of 8 CSRs, providing technical and product
training, as well as coaching on effective service
techniques
- Designed, customised and delivered technical training
programs in Microsoft Office, Windows NT/XP and in-house
applications
- Was escalation point for resolving complex client issues
and concerns, including dealing with irate customers
- Supported revenue objectives by identifying major
opportunities, resulting in sales of $262,000 in 2003
and 2004, 370% of budget
- Provided on-site training and support to clients using
D&B software
- Leading resource and trainer in team ensuring a smooth
transition of D&B Canada's Service and Technical
support functions to Outsourcer
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Consulting Services
Sales Coordinator
(1998 - 1999)
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- To assist D&B Corporate Marketing through a staffing
change, created and launched D&B's Technical Support
web site
- Worked closely with sales force, marketing and clients
to write price quotes and sales proposals for high-end,
value added products and solutions such as the data
used in ERP and CRM systems
- As liaison between fulfilment and sales staff,
co-ordinated production and assigned resources, ensured
timely project delivery
- Produced and analysed reports with MS Access and Excel
for D&B management and clients using TSO, SyncSort and
JCL to pull mainframe data
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Customer Service-
Inside Sales
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- In charge of at 'risk D&B' accounts; achieved 130% of
challenging revenue quota by using consultative selling
skills
- Attained 302% of product sales target, overachieved all
other goals
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| Previous Experience and Responsibilities
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- Sold insurance and financial security products for
London Life
- Co-ordinated presence at national trade shows, cleared
customs and spearheaded computer automation for AM Sales,
an importer of European leather goods
- Trained staff in product knowledge and computer use,
wrote marketing materials and consistently achieved sales
targets for Naka Sales, a health supplements importer
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Education and Training
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| Formal Education
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- B. A., Specialist program in Mediæval Philosophy (U of T)
- Courses in Drama, History and Psychology
- ITIL Foundation Certification in IT Service Management
- American Council on Education (A.C.E.), College Certifications
- Web Development Certified Professional, with a focus on usability
- PC Service and Support Certified Professional
- University of Illinois Office of Continuing Education (in progress)
- Linux/Unix System Administration Certificate
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Professional Skills
(Some recent courses)
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- e-Business programming: Relational database design, PHP, Perl, MS Office
- Effective Business Writing, Oral Presentations Workshop
- Customer Focused Service, Successful Negotiation
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Affiliations
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| Three R Computers
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- I lead this organisation that Reclaims, Refurbishes
and Redistributes cast-off PCs to disadvantaged children
through various NGOs
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| Saint John Ambulance
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Work with several Ontario branches since 1989
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- Nationally certified instructor in First Aid and CPR since 1991
- Oakville Branch Board Member, 1992-1995. Served as
Chair, Marketing and Program committees
- Work with several Ontario branches since 1989. Received 500
hour award and served as interim superintendent, Oakville Brigade in
1995 during search for long term volunteer leader.
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| ISOC
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- The Internet Society supports the open development,
evolution and use of the Internet for the benefit of all people worldwide
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