Summary
Overview
Work History
Education
Skills
Timeline
Generic
ANDREW MUNDY

ANDREW MUNDY

Summary

A highly skilled CompTIA A+ and ITIL v3 Certified professional with 18+ years of work experience within the IT Support and Networking field which included planning, installing, operating, managing, and securing an (IT) infrastructure to ensure operational integrity of all hardware and software, training, and providing assistance and support for end users. Hold a Business Administration – Information Systems Diploma and an in-progress Bachelor of Management Degree.

Overview

23
23
years of professional experience

Work History

Microsoft Office 365 Trainer

Durham College
01.2020 - 07.2020
  • Fostered an engaging atmosphere to provide onsite and remote training to college staff on Microsoft Teams, Planner, Forms, Sway, OneNote, and OneDrive, including creating training documents and training videos for Office 365 products
  • Created and delivered high-quality technical content to users remotely
  • Approved training materials on the administration of a Microsoft Office 365 and Outlook enterprise environment
  • Tailored individual or team-based training based on proficiency levels and needs
  • Setup MS Teams for students that needed accommodations for testing purposes
  • Consorted with business units to initiate a schedule for training
  • Designed engaging training documents and videos for Office 365 products and distributed to the team
  • Selected Accomplishments:
  • Recognized and commended for the smooth transitioning of staff to remote learning during the pandemic and ensuring staff was knowledgeable on how to partner with clients, collaborators, and students effectively.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.

Customer Success Manager

Solink
11.2021 - Current
  • Work directly with the Sales team to successfully onboard new customers
  • Assist in pre-sales activity to provide technical knowledge that ensures Solink and our customers are setup for success
  • Build in-depth domain knowledge on both the Solink platform, the various industries we serve, and our data partners
  • Document and create the playbooks for various verticals including education, warehousing, cannabis, retail, and restaurants
  • Trusted trainer advisor to all users in an account and to our internal teams
  • Train clients to be self-sufficient in our platform and influence adoption within their organization
  • Manage escalations from the client by working with internal stakeholders to solve client issues
  • Monitor customer adoption and engagement to ensure they are getting the most out of our platform
  • Drive retention and expansion opportunities within customer accounts
  • Provide exceptional customer service to turn customers into advocates for our platform.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.

Managing Partner

Durham Region | Zoono Services Durham Inc
08.2020 - Current
  • Responsible for all facets of the franchise, including sales, marketing, accounting, purchasing, and information technology
  • Liaise with contractors to provide products and services to clients across the GTA
  • Ensure profitability through making recommendations to maximize operational efficiencies, resource allocation, and business performance
  • Implement pilot projects across multiple sectors, including banking, property management, logistics, and power generation to provide business specific solutions
  • Generate additional business revenue and increase customer satisfaction through meeting with clients to discuss and implement other services and ensuring that their needs are met
  • Provide quality assurance to clients by performing Adenosine Triphosphate (ATP) testing to prove the efficacy and longevity of our products.
  • Established and implemented business procedures and process improvements.
  • Analyzed and presented financial standings and cost effectiveness to other partners and investors.

Director/Web Manager

Clarington Minor Hockey Association, CMHA
01.2015 - Current
  • Worked closely with organizational leadership and board of directors to strategically affect operational direction.

Customer Care eservice's Specialist

Dye & Durham Corporation
03.2021 - 11.2021
  • Provide remote support to end users of company's solutions through inbound calls, emails, live chats, and self-serve tickets to solve IT-related concerns by troubleshooting technical software used in the legal profession and cloud problems ensuring the avoidance of interruption of services during troubleshooting and problem resolution
  • Install and configure software, such as Microsoft Office 365, Microsoft Office 2016, Adobe Acrobat Professional, Adobe Reader, and troubleshoot installation problems and incompatibilities related to Citrix and internet browsers and desktop operating systems i.e., Windows 10, Windows Server 2012/2016/2019
  • Make Registry changes in Windows
  • Configure MS Word Options to produce documents
  • Ensure Windows settings are correct for document production
  • Configure Windows Firewall to work with our programs by creating firewall and antivirus port exceptions: eCore, Telus Assyst, Stewart Title, FCT/LLC
  • Diagnose and troubleshoot database issues.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Chief Operating Officer

Canada | Zoono Services Inc
10.2020 - 03.2021
  • Trained new franchisees on proper product application and ATP testing techniques
  • Certified new franchises of Zoono Services which is recognized as North America's leader in Environmental Cleaning and Infection Control (ECIC) and ensured their adherence to the standards set out in the certification
  • Ensured franchisees were following Health Canada and EPA rules around sales and marketing of our products
  • Actively coached and led franchisees to encourage maximum performance and dedication
  • Developed quarterly business plans to evaluate cost projections
  • Fostered deep relationships with partners, clients, and stakeholders
  • Active contributor to strengthening current solutions based on the account
  • Partnered with CEO to design pricing models and implemented the ECIC certification process for the industry
  • Evaluated performance of franchisees and subcontractors by analyzing and interpreting data and metrics
  • Tested new technologies to assess how they could add value to franchisees and our ECIC partners
  • Secured national contracts for our company by demonstrating the efficacy and longevity of our products at their properties
  • Selected Accomplishments:
  • Boosted the franchise by closing national deals worth $1M+ during tenure
  • Partnered with CEO to design pricing models and implemented the ECIC certification process for the industry.
  • Refined organizational structure to consolidate, streamline and delineate necessary functions.
  • Negotiated and drafted contracts with business partners, clients and vendors.

Operations Manager

Durham College
01.2018 - 01.2019
  • Set, enforced, and optimized internal policies to strengthen efficiency and responsiveness to demands
  • Managed software implementations and trained on new software releases
  • Accountable for ensuring adequate staffing levels for demonstration tours and vehicle safety protocols
  • Controlled daily business operations and employed financial policies and revamped procedures for purchases
  • Advanced project initiatives by implementing project management software (i.e., Wrike), which kept deadlines on track and within budget
  • Cultivated new technology methods that modernized testing outside of the facility and decreased manual workloads.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.

Operations Supervisor

Durham College
01.2014 - 01.2019
  • Managed all aspects of the Pickering learning Site
  • Monitored and tracked daily and weekly key performance indicators to ensure that they were in line with strategic objectives and business strategy
  • Enhanced operational efficiency and reduced labour expenses by developing and optimizing standard practices
  • Reviewed and assessed ongoing operations, developed initiatives for continuous process improvement
  • Deepened relationships with customers, vendors, and internal stakeholders
  • Served an instrumental role in new space accommodation for students to test under AODA requirements
  • Orchestrated a business plan to track enrollment trends, financial results, and KPI changes to address unfavourable impact to the learning site
  • Selected Accomplishments:
  • Generated a profit of $100K for the learning site during my tenure which previously saw a -$120K annual financial loss
  • Presided over a $900k budget for the learning site and successfully managed to save the college over $15K annually in losses by reconfiguring a coffee shop into a student lounge.
  • Motivated and trained employees to maximize team productivity.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.

Imaging Technologist

Durham College
01.2003 - 01.2006
  • Responsible for the creation and deployment of Ghost images to classrooms and provided in-class software support to faculty and students
  • Performed third-level desk side support of hardware and software.

Deskside Support Technician

Durham College
01.2002 - 01.2003
  • Repaired and installed desktop and laptop components as well as installed and setup new personal and network printers
  • Cleaned and maintained desktops and laptops as well as peripherals when they came into the office for repairs
  • Provided feedback to management and colleagues about hardware and software related issues and resolutions
  • Installed switches and hubs throughout the college and provided network cabling support to the network administrators.
  • Troubleshot problems or issues with desktops and laptops.
  • Supported operating system and various tools and applications.
  • Disconnected and reconnected desktops and peripherals to support office moves.

Education

Business Administration - Information Systems -

Durham College
Oshawa, ON

Professional Management Certificate

University of Ontario Institute of Technology
Oshawa, ON

Management Studies Certificate

Durham College
Oshawa, ON

Ontario Management Development Program (OMDP)

Durham College
Oshawa, ON

ITIL V3 Certification

Durham College
Oshawa, ON

Comptia A+ Certification

Durham College
Oshawa, ON

Entertainment Administration Diploma

Durham College
Oshawa, ON

Skills

  • Project Management
  • IT Training
  • IT Technical Support
  • Coaching and Development
  • Client Service
  • Problem Identification/Resolution
  • Attention to Detail
  • Relationship Management
  • Communication/Presentation
  • RELEVANT QUALIFICATIONS
  • Demonstrate strong knowledge of Client-Server applications, standalone systems, Citrix, virtual environments, system setup changes and the network backbone
  • Proven expertise in supporting and troubleshooting hardware, software, and networking issues
  • Exceptional workload prioritizing skills and consistent computer support for staff members
  • Excellent attention to detail to ensure data integrity, security and accuracy is consistently maintained
  • Confident, articulate with strong technical writing skills to write clear, concise requirements and to communicate across a broad spectrum of users
  • Able to foster and maintain strong relationships with staff, clients, and technical stakeholders
  • High-level of problem analysis/resolution skills
  • TECHNICAL SKILLS
  • Hardware/OS: Windows 10, Windows Server 2012/2016/2019
  • Secure Remote Desktop and App Access: Citrix
  • Networking/Mail/Database: TCP/IP, DHCP, Norton's Utilities / Antivirus, McAfee Antivirus, Symantec Ghost
  • Software: Microsoft Office 365 (Word, Excel, PowerPoint, Access, Project, Publisher, Teams, Sway, Forms, & Planner), Microsoft Office 2016, Adobe Acrobat Professional, Adobe Reader, Wrike Legal Software: The Conveyancer, Unity, WillBuilder, Estate-A-Base, Fast Company Remote Software: Microsoft Teams, Planner, Forms, Sway, OneNote, and OneDrive, etc
  • Effective Trainer
  • Loss Prevention Trainer

Timeline

Customer Success Manager

Solink
11.2021 - Current

Customer Care eservice's Specialist

Dye & Durham Corporation
03.2021 - 11.2021

Chief Operating Officer

Canada | Zoono Services Inc
10.2020 - 03.2021

Managing Partner

Durham Region | Zoono Services Durham Inc
08.2020 - Current

Microsoft Office 365 Trainer

Durham College
01.2020 - 07.2020

Operations Manager

Durham College
01.2018 - 01.2019

Director/Web Manager

Clarington Minor Hockey Association, CMHA
01.2015 - Current

Operations Supervisor

Durham College
01.2014 - 01.2019

Imaging Technologist

Durham College
01.2003 - 01.2006

Deskside Support Technician

Durham College
01.2002 - 01.2003

Business Administration - Information Systems -

Durham College

Professional Management Certificate

University of Ontario Institute of Technology

Management Studies Certificate

Durham College

Ontario Management Development Program (OMDP)

Durham College

ITIL V3 Certification

Durham College

Comptia A+ Certification

Durham College

Entertainment Administration Diploma

Durham College

Similar Profiles

CREATE PROFILE
ANDREW MUNDY