Edward Travis
Vancouver,BC
Summary
Experienced Scheduler proficient in calendar management and documentation. Driven to optimize procedures and improve productivity. Offering over 20 years of administrative and customer service experience.
Overview
22
22
years of professional experience
Work History
Deskside Scheduler
ISM Canada/NTT Data Canada
2015.04 - Current
- Monitor the incoming IMAC queue of tickets assigned to deskside services for our client, the Provincial Health Services of British Columbia.
- Deal with ~80 tickets daily assigned to the deskside services queue for assigned area serviced by technicians based at Vancouver General Hospital
- Reduce scheduling conflicts and ensure timely execution of tasks through proactive rescheduling and resource allocation adjustments
- Consistently meet deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed
- Workload balance ticket scheduling by required time, date, and number of tickets to 14 technicians based at Vancouver General Hospital
- Draft common document templates to reduce time spent creating documents from scratch
- Improve overall workflow efficiency by collaborating with team leads to identify bottlenecks, establish priorities, and develop solutions for process improvement
- Serve my co workers as a Union Steward in the BCGEU including attending disciplinary meetings, taking notes, filing grievances as needed
- Conducted a training course for province wide deskside support staff on use of the software queues and the service ticket update tool
Service Delivery Coordinator
Radiant Communications
2014.10 - 2015.04
- Created orders and service tickets in CRM, billing and inventory systems
- Assign tickets to appropriate internal groups for service delivery
- Communicate status of open orders to clients and coordinate onsite trouble/install visits with clients, third party vendors and onsite install technicians
- Coordinated with service providers to eliminate obstacles and guarantee seamless service delivery for connections, storage, VOIP, and hosting products
- Coordinated project aimed at providing connectivity services to approximately 300 Walmart Store Photolabs
- Trained new staff on internal systems, vendor ordering portals, Radiant products, and guide them through process of fulfilling orders
- Performed as front line client services contact for assigned customer base as well as through general call queue handling ~30 incoming calls per day
- Followed up all open tickets to ensure clients SLAs are being met escalating as needed to meet deadlines
- Maintained accurate records of all services ordered or changed
- Worked closely with sales teams to ensure seamless transition from contract signing to project initiation
- Ensured compliance with industry regulations and standards throughout all stages of the service delivery process.
Inside Sales Coordinator
Business Pro Computers
2014.04 - 2014.10
- Kept current with distributors specials and offers in order to offer best value to clients
- Researched availability of products for client requests recommending alternate products as required
- Maintained Sharepoint folder of special pricing from numerous manufacturers and distributors renewing deals as required
- Proactively followed up with distributors and shipping companies to obtain ETAs for open orders and informed client stakeholders of any changes to ETA
- Prepare and send responses to requests for proposals and quotations
- Maintained inventory of client software and hardware to ensure warranty and maintenance did not lapse, prepared quotations for renewals as required and present offer to clients
- Created RMAs with distribution as required
- Maintained excellent working relationships with vendors, manufacturers and distribution partners
- Dealt with day to day requirements of ~40 house accounts including providing quotes, monthly volume forecasting
- Updated CRM for open and closed opportunities conducting debrief meetings for any missed opportunities
- Developed strong relationships with clients, leading to increased repeat business and referrals
- Visited customer locations to evaluate requirements, demonstrate product offerings, and propose strategic solutions for diverse needs
Depot Coordinator
Coast Mountain Bus Company
2014.01 - 2014.04
- Dispatched transit operators from 6 depots across the lower mainland
- Scheduled transit operators for regular work and overtime in accordance with Collective Agreement seniority regulations and business needs
- Ensured all work assigned to operators was compliant with National Safety Code and Collective Agreement
- Entered transit operators daily work into payroll systems, ensuring accuracy
- Booked transit operators off work as required, ensuring reasons for book off were compliant with payroll and Collective Agreement
- Entered information for transit operators gradual return to work program from disability leaves and coordinated work assignments
- Compiled daily list of unassigned work and split into overtime assignments as required to ensure coverage and minimize costs
Computer Services Coordinator
Accenture Business Services for Utilities
2007.01 - 2012.06
- Dealt with clients at all levels of our client, BC Hydro, as their sole contact through all stages of purchasing cycle providing effective communication verbally and through email
- Entered detailed order information for purchase order generation and sent purchase orders to vendors in hard and/or soft copy formats
- Monitored semiweekly vendor backorder reports and followed up regarding delivery dates to proactively inform stakeholders of any potential delays
- Updated PC asset inventories of machines that had been replaced under PC refresh program and ensuring assets were assigned to the appropriate users
- Represented the IT Acquisitions department in daily operations teleconference answering any questions management or other departments may have regarding status of open orders
- Generated a report of all open orders in IT Acquisitions department and followed up with assigned persons to update status
- Created work orders for installation of new assets, including client details and any special installation requirements assigning tickets to appropriate support groups province wide
- Reconciled invoices against purchase order value, ensured invoices were coded with appropriate charge and approver information then submitted to Accounts Payable for payment
- Attended monthly vendor maintenance meetings with primary hardware suppliers and brought client concerns regarding hardware function and availability to attention of the manufacturers
- Coordinated BC Hydro refresh program of approximately 1000 computers per year from 2008 to 2011 including communicating with users at all levels of the organization to determine requirements and ordering job appropriate equipment
- Worked on a project team with Vendors and BC Hydro Finance Department to eliminate handling of paper invoices for over 100 IT Acquisitions orders per month
Inside Sales/Purchasing Coordinator
IT Matters Inc.
2004.11 - 2006.11
- Entered all client orders into sales systems, advised clients and service technicians of ETAs and followed up advising all stakeholders of any change to ETA
- Monitored status of all leads in CRM and ran reports of open opportunities for weekly sales meetings
- Attended trade shows/roadmap presentations put on by suppliers and manufacturers to keep abreast of industry trends and upcoming products
- Sourced and ordered products and services from various suppliers depending on client's ETA and price requirements
- Maintained inventory of commonly stocked items establishing minimum thresholds and reordering when needed
- Created purchase orders and sent orders to vendors or distributors
- Reconciled purchase order values against invoices and approved for payment
- Created custom configurations of computers and servers to meet client requirements and sent quotations to clients
- Worked with tech team and manufacturers to arrange RMA of defective equipment.
- Maintained complete documentation and records of all purchasing activities.
Service Coordinator/ Dispatcher
Toshiba Business Solutions
2002.12 - 2004.11
- Trained all new service staff and coached them through difficult situations
- Fielded incoming service/supply requests via telephone, email or fax entering detailed descriptions into service systems or supply order systems
- Prioritized service requests and dispatched onsite service personnel to client sites with a focus on meeting all client agreed SLAs
- Troubleshot problem calls with customers and attempted to resolve via telephone.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
Education
Business Administration -
Mount Royal University
Calgary, AB06.1999
Skills
- Teamwork and Collaboration
- Strong Work Ethic
- Customer Service
- Problem-Solving
- Computer Skills
- Attention to Detail
- Key relationship management
- Schedule Coordination
- Critical Thinking
- Client Relations
- Microsoft Office Suite
- Time management abilities
Address
318, 1080 Pacific St, Vancouver, BC, V6E 4C2
Languages
English
Native or Bilingual
Timeline
Deskside Scheduler
ISM Canada/NTT Data Canada
2015.04 - Current
Service Delivery Coordinator
Radiant Communications
2014.10 - 2015.04
Inside Sales Coordinator
Business Pro Computers
2014.04 - 2014.10
Depot Coordinator
Coast Mountain Bus Company
2014.01 - 2014.04
Computer Services Coordinator
Accenture Business Services for Utilities
2007.01 - 2012.06
Inside Sales/Purchasing Coordinator
IT Matters Inc.
2004.11 - 2006.11
Service Coordinator/ Dispatcher
Toshiba Business Solutions
2002.12 - 2004.11
Business Administration -
Mount Royal University
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