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Michael
Robert Emond
18 Hogan Street Apt 11 | Ottawa, Ontario K2E 5E9
Home: (613) 225 - 7540 | Mobile: (613) 447-4652
michael_emond@rogers.com
URL: http://www.michaelemond.com
Qualifications/Achievements
Summary
- A+ Certified: Installing, Configuring
and Administering Windows XP
- A+ Certified: Core Hardware and Operating System Technologies
- Enhanced security clearance for government employment.
- Familiar with all lines of Dell computers, including Optiplex/Latitude
and XPS systems
- Achieved high honours in Technical Support Specialist Program at Willis
College
- Extended experience with hands on computer hardware technical support
and repair
- Strong operating experience with Microsoft Windows 95, 98, ME, 2000,
XP and Vista
- Intermediate experience using Mac systems and programs
- Capable knowledge in Windows 2003 Server and Active Directory
- Knowledge of networking (TCP/IP), DHCP and static IP addressing troubleshooting
- Web design creation layout, design and maintenance
- Received letters of praise from customers and received Dell Kudos
Of The Week
Education
TECHNICAL
SUPPORT SPECIALIST DIPLOMA
WILLIS COLLEGE (OCTOBER 2005 - FEBRUARY 2006)
- Completed and achieved strong grades in courses; Computer Concepts
and DOS
Network + and Implementing and Supporting Windows XP
- Accomplished A+ certification using preparation courses and available
resources
- Worked individually and in teams for projects associated with XP deployment
MULTIMEDIA
WEB SPECIALIST PROGRAM
ALGONQUIN COLLEGE (MAY 2001 - AUGUST 2001)
- Worked in Web Design creation and maintenance, ecommerce and Flash
design
- Studied programs Macromedia Director, Adobe Photoshop and Homesite
- Studied HTML editing and coding with code editors and Notepad
Work Experience
CLIENT INFORMATION OFFICER
UNITED WAY OF CANADA (FEBRUARY 2008 – PRESENT)
- Currently documenting and processing financial data for United Way’s
Annual Survey
- Utilizing Microsoft Office programs such as Excel, Word and PowerPoint
- Responsible for updating results and outlining comparisons of previous
surveys
- Took additional role as an on-site technician and remotely assist
other United Ways
- Responsible for maintenance, upgrades and repairs on desktop and laptop
systems
TECHNICAL
SUPPORT SPECIALIST
DELL COMPUTERS (AUGUST 2006 – JANUARY 2008)
- Assisted enterprise, business and consumer clients in hardware and
software troubleshooting
- Utilized call reporting tool Dellserv for customer verification, case
notation and parts dispatch
- Connected remotely using Dellconnect tool to troubleshoot software
issues
- Took on additional roles in analyzing and coaching of team Quality
Audit results
- Software experience included Microsoft Office for email and project
management
- Highly regarded as a top selling member of our team for customer service
and consumer hardware/software upgrades
PC TECHNICIAN
STAPLES BUSINESS DEPOT (FEBRUARY 2006 – JUNE 2006)
- Hired as a Willis College co-op student to further study PC installation
and repair
- Spoke directly to customers to summarize issues and offer upgrade
solutions
- Worked independently and with supervisors to insure customer and business
needs were maintained
- Performed hardware installations, software repair, data backup , OS
reinstallations
- Designed and implemented schedule and update list for customer repairs
TECHNICAL
SUPPORT SPECIALIST
CONVERGYS CORPORATION (FEBRUARY 2003 – JUNE 2005)
- Handled internet troubleshooting inbound calls for Road Runner high
speed clients
- Took on additional duties involving live customer chat support
- Used call reporting tool Remedy to detail customer case information
- Presented with opportunities to coach new agents for training purposes
- Offered supervisors additional assistance by performing additional
tasks
DISTRIBUTION
ASSISTANT
JDS UNIPHASE (MARCH 2000 – FEBRUARY 2001)
- Organized and responsible for proper serial number data entry operations
- Often doubled quota levels for packaging and shipping products
- Trained and supervised new employees in final inspection procedures
for packing/shipping
- Responsible for approval of completed products and delivery
- Worked closely with management to oversee daily procedures and duties
WEB
DEVELOPER (APRIL 1998 – AUGUST 1999)
ENVIRONMENT CANADA
- Hired to design, construct and maintain web site for Hydrology division
- Managed layout design to implement government resources and documentation
- Constructed mirror sites in English and French under Common Look and
Feel policy
- Applications applied include the use of FrontPage 98 and Adobe Photoshop
5 and 6
- Hired for additional website project after initial contract had expired
as a result of work performance and reliability
Volunteer
Work
WEBSITE
DEVELOPER / PROMOTIONS (SEPTEMBER 2006 – PRESENT)
RAGE WRESTLING ENTERTAINMENT
- Responsible in handling the outlining, layout and maintenance
of ragewrestling.net
- Added additional responsibilities with designing posters and promotional
photos
- Scouted additional corporate sponsors and managed campaigns for consumer
growth
- Designed videos for advertising using Sony Vegas 7.0 video editing
program
- Applied software tools Dreamweaver MX and Adobe Photoshop CS2 for
website and graphic work
References
-
Available upon request
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Dell
Kudos Of The Week : July 2007
First and foremost,
you are to commended for having Mike on your team. Mike is a pleasure
to work with and quickly resolved my issue.
He is courteous,
kind, caring and thoughtful to the point that I was treated as if I
am Dell Corporation's best customer. Mike is an excellent example of
the reason that Dell Corporation has been so very successful.
Dell has been
so very good to me I am very grateful to know that a telephone call
will ALWAYS utimately resolve any issues whether it be the Sales Deptartment,
Customer Care, Hardware Warranty Support, Technical Support or Spare
Parts.
Mike will undoubtedly
at some point be promoted as he is definetly qualified for a Managerial
Position and I am hopeful tnat you will insert a copy of this communique
in Mike's Personnel File for any future opportunities.
Ms. Simons,
keep up the great work and it is all because of people such as yourself
and Mike that I will always be a Dell customer!
I have been
conducting business with companies and corporations beginning in 1971
and in all honesty I have yet to recieve better service that I recieve
from Dell Corporation.
Take care and
Godspeed!
-----------------------------------------
You were the
best. Thank you so much for helping me with the technical issues on
my new Dell Latitude. You helped me so much and you sincere concern
was very comforting...........Thank you again so much. You are the best
tech I have worked with both at Dell or anywhere else....
-----------------------------------------
Just wanted
to let you know, Michael Emond is wonderful. We've been trying to resolve
a computer issue for about 2 months, hours and hours on hold, hundreds
spent in phone bills, we've been shifted to many humans,....and finally
the computer crashed as no help came soon enough. Hopefully, we'll have
good news soon - Michael has gotten the ball rolling on our dilemma
- and deserves the best Dell can offer him. He took responsibility beyond
the call of duty - to try & save a few Dell customers from switching
companies.
-----------------------------------------
Just a short
note to tell you how much I apperciate what Mike Emond is attempting
to do for us (our Exp. Service Tag code is #xxxxxxxxxxxx.) He is the
only one, out of 6 people, that has attempted to solve our problem.
He has gone above the call of duty and for that I commend him. Even
if the solution that Mike has planned does not work out, I will know
it will be because of someone else's (other than Mike's) lack of effort.
We have purchaed serveral servers as well as a dozen's of workstations
from Dell and have plans for several more, and because of Mike's efforts
- we will continue to purchase Dell's.
-----------------------------------------
My issue has
recently been resolved and I wanted you to know how helpful and knowledgeable
Michael is. He is very patient while I described my problem and he asked
me the right follow up questions to make the proper diagnosis. My experience
with Dell has been very good and I will definitely purchase more equipment
from Dell in the future.
Thanks for giving
me the opportunity to say how much I apperciate Michael's help.
-----------------------------------------
Mike,
Got the part
this AM. PC is up and running. You are the magic man! Thank you very
much for your super response and follow through. I am in your debt once
again.
-----------------------------------------
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