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On-SiteHybridRemoteLocation: Ottawa, ON
Open to relocation: No
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COLIN MARVIN
Embrun,Canada
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Summary
Senior technical analyst supporting healthcare information systems, end users, and technical teams across Ontario. Reduced average helpdesk resolution time from one business day to under an hour by bringing support in-house, using root-cause analysis, and improving first-call resolution through clear documentation and collaboration.
Overview
1
1
Certification
30
30
years of professional experience
Work History
Senior Technical Analyst
Better Outcomes Registry & Network Ontario
Ottawa, Ontario
12.2021 - 09.2026
- Provided BORN Information System support to staff, 15,000+ users, and 250 organizations across Ontario.
- Provided technical support for systems deployment, administration, configuration, upgrades, performance monitoring, troubleshooting, and customization of software and hardware solutions.
- Moved the BORN helpdesk in-house, eliminating first- and second-level support and reducing average resolution time from one business day to under an hour while improving first-call resolution.
- Collaborated with BORN Technical Team as an escalation point to investigate root causes and deliver effective solutions.
- Tracked support incidents, identified improvement opportunities, recommended methodologies and technologies, and maintained standard operating procedures and user support documents.
Technical Support Analyst
Children's Hospital of Eastern Ontario (CHEO)
Ottawa, Ontario
05.2020 - 12.2021
- Troubleshot software and hardware issues for CHEO staff, providing onsite support for out-of-town locations and training helpdesk staff on effective issue resolutions.
- Created and managed Active Directory accounts and Group Policy Objects; managed and deployed CHEO Windows images using Windows Deployment Services.
- Supported BORN Information System and Midwife Invoicing System logins.
- Maintained and updated procedure documentation, workflow diagrams, and how-to documents to ensure consistent support and training for staff.
Resolutions Support Specialist
Costco Wholesale Canada
09.2014 - 04.2020
- Handle 60+ calls each day on Canadian and U.S. helplines.
- Support members with website navigation and order placement.
- Troubleshoot technical issues tied to existing orders and coordinate with buying teams, vendors, and carriers to resolve member concerns.
System Administrator
Newborn Screening Ontario
09.2013 - 09.2014
- Analyzed data warehouse requirements, troubleshot data sources, and imported SQL/HL7 data, ensuring data integrity for accurate reporting and decision-making.
Assistant Manager
Running Room
Ottawa, Ontario
06.2012 - 01.2014
- Trained associates on room sales standards and product knowledge.
- Supported visual merchandising and promotional display upkeep across sales floor.
- Opened and closed store while securing cash and sales records.
Data Analyst
Avaya Inc
Ottawa, Ontario
01.2011 - 12.2011
- Designed process to identify data inconsistencies across MS SQL, Oracle, Access, and Excel databases, enhancing data integrity and reliability.
Business Analyst
National Parole Board (NPB)
01.2009 - 01.2010
- Gathered requirements and upgraded documentation for the Offender Management System appeals function.
Web Application Developer
National Parole Board (NPB)
01.2004 - 01.2006
- Led upgrade of Appeals Division Tracking System from Access to web using ASP and MS SQL, enhancing system accessibility and functionality within 8 months.
Directory Support
Nortel Networks
07.1996 - 12.2002
- Provided third-level support, developed forms, reporting scripts, and tracking systems to enhance user experience for 50,000 users.
CMS Administrator
Cognos
01.2007
- Led the administration of Jive Clearspace, facilitated community architecture deployment, and provided training to contributors.
Education
B.A. - Psychology
Carleton University
Ottawa, ON01-2008
Diploma - Computer Programming
Retter Business College
Ottawa01-1997
Skills
- Systems administration
- Helpdesk management
- Technical support
- SQL and MS SQL proficiency
- HL7 standards knowledge
- Documentation management
- Active analysis
- Requirements gathering
- End-user education and communication
- Stakeholder engagement and communication
Certification
Lean Six Sigma - Yellow Belt — CHEO (2022)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
Dual Citizen: Canada & USA
Timeline
Senior Technical Analyst
Better Outcomes Registry & Network Ontario
12.2021 - 09.2026
Technical Support Analyst
Children's Hospital of Eastern Ontario (CHEO)
05.2020 - 12.2021
Resolutions Support Specialist
Costco Wholesale Canada
09.2014 - 04.2020
System Administrator
Newborn Screening Ontario
09.2013 - 09.2014
Assistant Manager
Running Room
06.2012 - 01.2014
Data Analyst
Avaya Inc
01.2011 - 12.2011
Business Analyst
National Parole Board (NPB)
01.2009 - 01.2010
CMS Administrator
Cognos
01.2007
Web Application Developer
National Parole Board (NPB)
01.2004 - 01.2006
Directory Support
Nortel Networks
07.1996 - 12.2002
B.A. - Psychology
Carleton University
Diploma - Computer Programming
Retter Business College