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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

Technology Support Accomplishments

  • 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

Incident Management and Monitoring Experience

  • 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

Process Improvement and Project Work

  • 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

Communications Skills

  • 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

Soft Skills and Leadership Experience

  • 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

Professional History

  • Aviva Canada, Senior Bilingual PC/LAN Analyst, ITIL Service Desk 2007 - present
  • Critical Path, Network Operations Analyst 2005 - 2007
  • D&B Canada
    • Senior Application Support Specialist and Team Lead 1999 - 2005
    • Consulting and Customized Services Sales Coordinator 1998 - 1999
    • Customer Service-Inside Sales - Bilingual 1996 - 1998
  • Naka Sales, London Life, AM Sales, Various Management and Sales Roles

Education and Training

  • 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