DAVID RATELLE
Sault Ste. Marie,ON
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Desk Analyst Operations Shift Lead and On Call Incident Manager
Canadian Bank Note Company
07.2015 - Current
- Provide Tier 1 technical support to charitable gaming sites across North America
- Ensure Service Level Agreements for technical services, dispatches, repairs & maintenance are completed
- Research databases and remotely access client equipment to resolve technical issues and escalate as required
- Obtained Government of Canada Secret Level Security clearance
- Assist project management by obtaining quotes from vendors and scheduling work with clients
- Complete various reports for management/clients on a weekly/monthly basis
- Member of the Joint Health and Safety Committee – Assist in monthly hazard assessments and ensure that departmental hazards have an action plan for meeting discussions
- Compiles monthly SLA reporting documents for management/clients and drives the NOC team to meet exceed SLA expectations
- Obtains Queue stats for the NOC and organizes this data for Management
- Trains new hires and ensures they have all of the correct tools and access to do be a successful Service Desk Analyst
- Project Management meeting leader for vacation coverage
- Writes down the meeting minutes for GLI project meeting and records all feedback from members as well as securing timelines for task completion from various departments.
Forklift Operator/Stocker/Inspector
Tenaris Algoma Tubes
06.2010 - 12.2014
- Conduct visual inspections for quality checks to insure A.P.I
- And I.S.O
- 9001 Standards were in compliance
- Ensure production targets were met or exceeded resulting in profit sharing tonnage bonuses
- Oversee interdepartmental product transfer for shipping and logging these details in an internal tracking program (PIP)
- Remove scrap metal, transfer supplies, and pallet stacking in the Finishing Department area using a forklift
- Assisted electrical/mechanical team in maintenance repair work.
Customer Service Representative
Cross Country Automotive Services
01.2008 - 06.2010
- Provided roadside assistance to customers throughout North America (dispatches, towing, tire changes)
- Respond to inbound call inquiries regarding automotive benefits, services and claim procedures
- Remain calm, provide reassurance and de-escalate stressful situations via phone
Education
Safe Start Program Certification -
Certificate - Business Management
Performance Management Consultants
06.2022
Certificate -
Health And Safety Professionals Inc.
03.2022
Tubes Forklift Driver Training and Certification - undefined
Tenaris Algoma
2010
Bachelor of Arts - Geography
Algoma University (Laurentian)
2008
Diploma (OSSD) - undefined
Secondary School, Sir James Dunn C & VS
Sault Ste. Marie, ON2001
Skills
- Hardware Evaluation
- Computer System Diagnostics Software
- Managing Incidents
- Preventive Maintenance Coordination
- Hardware and Software Configuration
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of Infrastructure and applications team in the development of domain trust security check project.
- Achieved Shift Lead position by creating Month end analytics to support the companies adherence to service level agreements with the companies clients.
Certification
CPR A + AED First Aid Certification (2022)
WHMIS 2015 Certification (2022)
Affiliations
Dedicated, hard-working professional with over 20 years of experience in providing excellent customer service
Superior technical skills developed through experience working with all types of corporate databases, Microsoft Excel, Word, Outlook, PowerPoint.
Possesses excellent oral and written communication skills as demonstrated in various customer-focused roles
Proven ability to multitask and prioritize demonstrated through work experience in meeting service level agreements with external vendors
Timeline
Service Desk Analyst Operations Shift Lead and On Call Incident Manager
Canadian Bank Note Company
07.2015 - Current
Forklift Operator/Stocker/Inspector
Tenaris Algoma Tubes
06.2010 - 12.2014
Customer Service Representative
Cross Country Automotive Services
01.2008 - 06.2010
Safe Start Program Certification -
Certificate - Business Management
Performance Management Consultants
Certificate -
Health And Safety Professionals Inc.
Tubes Forklift Driver Training and Certification - undefined
Tenaris Algoma
Bachelor of Arts - Geography
Algoma University (Laurentian)
Diploma (OSSD) - undefined
Secondary School, Sir James Dunn C & VS
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