Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Mike Peckham

Winnipeg,MB

Summary

Technical Specialist with strong analytical and problem-solving skills, adept at deploying and maintaining complex systems. Proven ability to collaborate with cross-functional teams, fostering environment of trust and flexibility. Skilled in troubleshooting, system optimization, and providing technical support. Known for delivering consistent results and adapting to evolving project requirements.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Technical Specialist

Canada Life
04.2011 - 07.2024
  • Trained junior technicians on best practices including company-specific procedures.
  • Provided exceptional customer support, resolving complex technical issues with effective communication while identifying group and individual stake holders.
  • Involved in, installing, troubleshooting and diagnosing software within the framework of system deployment for new hires and operating system, and hardware replacement projects.
  • Maintained comprehensive documentation of technical processes, and encouraged knowledge sharing among team members.
  • Enhanced data security to ensure end of life equipment was disposed of in a manner where data was secured on 1600 laptops and PC's yearly
  • Authored best practices documentation for use in new personnel onboarding processes.
  • Responsible for the testing, requesting quotes and ordering new computer hardware and peripherals.

Team Leader

Electronic Data Systems, EDS
08.2008 - 10.2009
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Content Manager

Electronic Data Systems, EDS
08.2003 - 01.2008
  • Managed technical documentation directed towards Technical Specialists in a Windows and Apple environment.
  • Edited and proofread all written materials, maintaining a high standard of grammar and style consistency.
  • Supported change management efforts following the ITiL framework during major organizational transformations by effectively communicating new processes and expectations to all employees through e-mail and intranet updates.
  • Implemented feedback mechanisms to gather user insights, driving continuous improvement in knowledge management initiatives.
  • Streamlined information flow within the organization through development and implementation of robust knowledge repositories through an internal global knowledge management initiative.
  • Improved knowledge management processes by identifying gaps and implementing effective solutions. (Knova and ServiceWare)

Education

Arts And Science

Kildonan East Secondary
Winnipeg

Microsoft Networking Course

Midwestern Institute of Technology
Winnipeg
05-2003

Skills

  • Enterprise resource planning
  • User training expertise
  • Proficient in all Microsoft operating systems and applications,
  • Amazon Web Services training
  • Proficient in Azure
  • Proficient in ServiceNow
  • Network administration
  • Hardware configuration: Microsoft and Apple platforms
  • Virtualization technologies: VMware
  • Technical support: Deskside and Remote
  • Telecommunications

Accomplishments

  • Supervised team of 15 staff members in a technical service desk environment
  • Corroborated with team members to ensure equipment levels were maintained and available on demand.
  • Used Microsoft Excel to develop inventory tracking spreadsheets allowing for steady availability of equipment, peripherals and office supplies
  • Used ServiceNow data to track age of equipment to allow for timely replacement of aging systems.

Languages

English
Full Professional

Certification

  • A+
  • Network +
  • MCP (Workstation, Server and Exchange)
  • ITiL Foundations v3.1

Timeline

Technical Specialist

Canada Life
04.2011 - 07.2024

Team Leader

Electronic Data Systems, EDS
08.2008 - 10.2009

Content Manager

Electronic Data Systems, EDS
08.2003 - 01.2008

Arts And Science

Kildonan East Secondary

Microsoft Networking Course

Midwestern Institute of Technology

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Mike Peckham