Marc Collins' Resume

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Marc Collins
Toronto, Ontario

Key Roles

Senior lead for Single Point of Contact (SPOC) Technical Support team at desk-side, by phone, email, remote desktop, and to walk-in clients, in accordance with ITIL best practicesa
Network Operations Centre (NOC) operator for Email Application Services Provider
Pre and Post Sales project coordinator, proposal writer for data mining & custom products

Build a Linux-Apache-MySQL-PHP platform on a virtual host Wiki Knowledge Base
Set up a comprehensive Wiki knowledge base to enhance support and troubleshooting
Use shell scripting and Perl scripts to automate repetitive tasks; use ticketing tool automation to speed up ticket management using Object Oriented Programming concepts
Manage users and groups in Active Directory, image and prepare computers with PXE boot and ISOs, deploy software with SCCM packages and images in Definitive Software Library
Set up, manage and support RSA VPN accounts, BES and various other systems
Responsible for server room maintenance, LAN/phone wiring, other functions in Branch office
Manage load balancers to take unstable systems out of the rotation while restoring services
Perform troubleshooting on remote networked Unix hosts via SSH, including stopping and restarting daemons, power cycling virtual machines, re-plumbing IPs & other maintenance tasks
Use Unix Shell to search logs, tune anti-spam sieve filters and provision accounts in bulk

Manage tickets from open to close, keep clients informed of status and ETR as appropriate
Focus on diagnosing and resolving incidents and client requests on a first call resolution basis
Provide 24/7 on-call and backup support for major issues via VPN access
Monitor customer facing productions environment with Nagios, Big Brother, and HP BAC
Coordinate outage and major incident escalations with operations, engineering support, and with external vendors to support outage resolutions within S.L.A.s

Standardize existing service approaches for faster resolutions, improved customer satisfaction
Develop support & escalation procedures for new applications as they are introduced
Design, built and maintain SharePoint web pages & InfoPath forms for company intranet
Build and deploy HTML and PHP sites for internet facing sales pages and internal use
Automate ticketing tool and align to ITIL Best Practices; improve productivity and accountability
Write custom ticketing tool automation processes for business units throughout the company
Participate in Flexible and Agile software engineering projects
Normalize data, produce and analyse reports with MS Access and Excel & Crystal Reports
Develop and implement approach for managing ongoing service failure tickets, resulting in a 75% decrease in unresolved open tickets
Lead cross-departmental team to implementations of intranet-based tools for delivering $485,000 in data mining and analysis sales in the first year

Fluently bilingual in French and English
Customer-focused, consultative approach to building strong working relationships
Tactful and diplomatic in all situations, specially when working with agitated or upset clients
Skilled and comfortable supporting non-technical users of complex applications

Escalation point for complex client issues and concerns (including irate customers)
Train new and coach existing staff in all aspects of Technology Services support operations, sales approaches and product knowledge for various organizations
Represent Technology Support at Production, Change Advisory & Release Readiness meetings
Work closely with sales force and clients to provide pre and post-sale support for custom automated risk management systems, including on-site client training
Write quotes and sales proposals for high-value data mining products, SAS, and ERP solutions
Design, customize and deliver technical training for MS Office & in-house applications
Ensure timely project delivery as Liaison & Resource Manager between fulfilment & sales staff
In charge of 'at risk' accounts; using consultative approach, overachieve all goals including 302% of product sales target and 130% of revenue quota
Sell insurance and financial security products for London Life
Write marketing materials, train sales staff for Naka Sales, a health supplements importer
Co-ordinate presence at national trade shows, clear customs, manage government regulations, spearhead computer automation for AM Sales, an importer of European leather goods

ITIL Foundation Certification v3 in IT Service Management
Web Development Certified Professional, focus on usability (American Council on Education)v
PC Service and Support Certified Professional (A.C.E. based A+ alternative)
Certified Linux/Unix System Administrator (O'Reilly School of Technology)
Microsoft SharePoint, Security + and Amazon Web Services development with Learning Tree
Passing familiarity with various programming languages such as C, C++ and Java
B.A., Specialist program, Mediæval Philosophy (U of T)
Red Cross first aid and level C CPR
Certified Joint Health and Safety Committee member

Created Three R Computers to reclaiming, refurbishing and redistributing cast-off PCs to people in need through various charitable organizations
President of the Halton Peel chapter of the SCA inc., an international non-profit history organization, from 2009 to 2013, and Treasurer from 2013 to 2015
First Aid and CPR instructor for the Saint John Ambulance from 1991 to 1998 and in 2006
Board Member, Saint John Ambulance Oakville 1992 to 1995 Chair of the Marketing and Program committees