Jim Poon

• Worked as part of the Customer Network Support team to maintain, repair, plan and support the customer network and ensure reliable service
• Installed copper and GPON wiring and helped mitigate and resolve wiring issues by analyzing situation and implementing appropriate solutions
• Collaborated with project managers to coordinate projects and test new applications
• Promoted to leadership position in recognition of strong work ethic and exceptional customer service
• Scheduled and delegated daily tasks to team members to optimize group productivity
• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard
• Supported the manager in developing plans for future projects, initiatives and objectives
• Promoted a safe working environment by following all safety procedures

Networking

• Provided technical support for internal Westjet users, including troubleshooting network issues, and wiring/patching computers and network devices
• Assessed customer needs and provided appropriate solutions in a timely manner
• Created DNS records and subnets in Infoblox
• Supported, maintained and troubleshot Aruba Wireless RAPS
• Configured and deployed VeloCloud devices and Cisco switches and routers
• Researched Cisco vulnerabilities and upgraded switches and routers to ensure optimal performance
• Coordinated and planned projects with internal WestJet departments
• Tackled unfamiliar challenges and remained unfazed due to wide knowledge of IT best practices and industry standards

Avaya Solutions Support and Maintenance

• Provided technical assistance to internal Westjet users in order to resolve their inquiries or issues quickly and efficiently
• Programmed and troubleshot AVAYA VOIP phones, AVAYA B179 conference phones, System Manager, CM Session Manager, AES, Inemsoft (radio system) and Prognosis (radio system)
• Wired, patched and troubleshot phone systems
• Worked self-sufficiently and with colleagues to complete projects in a timely manner

PBX CS1000 Support and Maintenance

• Programmed ACD queues, calling line ID tables, DISA trunks, routes and trunks, flexible features, TTYs, CDP, DSC, NAR and BARS, time and date, weekly PBX backups, telephone add, moves and changes, modems, faxes and polycoms
• Wired, patched and troubleshot wiring closets, cross connects from TN to telephone and phones
• LAN wiring: PBX to switches or applications (ELAN, CLAN, Lineside T1, etc.)

Application Support

• Accessed and maintained the software, firmware and upgrades on ICAS server, and monitored ICAS application if required, updated IProMOH devices
• CallPilot installation and support

• Installed and troubleshot Cisco VOIP systems, Nortel BCM 50 and 400 systems
• Helped install CS1000 equipment and Aruba Wireless
• Worked both independently and as part of a team to ensure exceptional customer service

• Maintained and upgraded converged services internet protocols (CSIP), dial up internet services, fast dial and CVOIP
• Offered custom troubleshooting to assist problem resolution and restore service levels for a variety of platforms

• Supported multiple applications, including Self Service Directory Assistance (SSDA), Time and Charges (TCDS) and Operator positions (IWS)
• Monitored and troubleshot various platforms
• Coordinated projects with project managers and tested new applications
• Worked to provide exceptional customer service, both in a team environment as well as independently

• Installed and troubleshot TELUS TV, ADSL, Centrex and phone lines
• Resolved customer complaints regarding telephone service or technical issues
• Obtained material and pre-surveyed job sites, always completing projects in a timely manner
• Mentored apprentices’ aspects of I&R (Installation and Repair)
• Demonstrated strong problem solving skills to quickly identify root cause of issues.
• Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.

• Installed and troubleshot cabling issues, including moves, adds, and changes to existing cabling systems
• Performed splicing, bonding, grounding and terminations of cables
• Obtained material, pre-surveyed job sites and evaluated blueprints
• Planned and delegated workload, completing projects in a timely manner
• Ensured all installations were completed within specified timelines while meeting safety regulations
• Mentored wiring assistants’ wiring methods of structure cabling

• Planned and delegated the installation of new electrical systems according to specifications
• Pre-surveyed job sites, evaluated blueprints, and provided cost estimates for resources needed
• Interpreted schematics, blueprints and diagrams to complete projects on time.
• Ordered necessary supplies and equipment required for job completion in a timely manner
• Diagnosed malfunctioning systems, apparatus and components to locate cause of breakdowns and correct problems
• Mentored apprentices’ aspects of electricity (AC, DC voltage) and structured cabling
• Promoted a safe working environment by following all safety procedures
• Ordered necessary supplies and equipment required for job completion in a timely manner
• Monitored the progress of work to ensure compliance with safety regulations, electrical codes, and other applicable standards
• Supervised and managed a team of electricians to ensure successful completion of assigned projects.
• Connected wires to circuit breakers, transformers, or other components