Robert Leger
Cornwall,ON
Summary
Dynamic IT professional with a proven track record at NCR Canada, specializing in escalation and ticket management. Excelled in hardware upgrades and desktop support, enhancing technical operations efficiency. Demonstrates exceptional organizational and communication skills, ensuring critical issues are resolved promptly. Renowned for transforming challenges into solutions, significantly improving service delivery.
Overview
12
12
years of professional experience
Work History
Technical Support Coordinator
NCR Canada
Cornwall, ON
03.2022 - Current
- Provide L1 support for the eastern region Walmart Logistics by assisting in driving escalations and resolving break/fix resolutions for operations.
- Identified process improvements to increase efficiency of technical support operations.
- Managing inventory of spare parts for all computer equipment and peripherals.
- Serving as the first point of contact for incoming technical service calls and emails from the Help Desk.
- Managing incident volume in ServiceNow so as not to breach SLA.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Engaging in weekly stand-up calls in order to facilitate communication and address concerns by the business.
- Processing damaged equipment for end of life or return to the repair depot.
- Assisting dispatch technician to ensure replacement equipment is properly configured for deployment.
Information Technology Associate
Walmart Logistics
Cornwall, ON
08.2016 - 03.2022
- Trained end users on how to use new software applications and hardware devices.
- Provided technical support for users with hardware or software issues via telephone or email.
- Coordinated with application support teams for GLS, YMS, Web Services, WTMS, etc.
- Creation of new User IDs for a multitude of applications used in the logistics environment.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Processing of Store Friendly labels for Orderfilling.
- Troubleshot network problems, identified root causes, and implemented solutions.
Assistant Crew Leader
Statistics Canada
Cornwall, ON
05.2016 - 08.2016
- Assisted in the recruitment and training of new crew members.
- Supervised team members to ensure that tasks were completed efficiently and on time.
- Performed quality control checks on finished products before shipment.
- Organized team meetings to discuss progress towards goals and objectives.
- Provided technical support for enumerators with connectivity issues to workspace portal.
- Acted as moderator for enumerators experiencing aggression from respondents.
- Performed delivery of required forms, materials, and technical field support.
Warehouse Inventory Clerk
Eleven Points Logistics
Cornwall, Ontario
05.2013 - 02.2015
- Maintained accurate inventory records by updating computer databases, tracking product movement and recording discrepancies.
- Performed regular physical audits of warehouse stock.
- Conducted cycle counts of various inventory items to ensure accuracy of system information.
- Maintained inventory database through parent company portal to ensure accurate specifications of product.
- Utilized inventory management software for tracking and reporting purposes.
- Processed damaged goods and items to be returned to vendor.
Education
Cabinet Making - Carpentry
St. Lawrence College
Cornwall, ON06-2006
High School Diploma -
École Secondaire La Citadelle
Cornwall, ON06-2005
Skills
- Escalation management
- Ticket management
- Windows OS applications support
- Technical issues analysis
- Hardware upgrades
- Desktop support
- Strong organizational, critical thinking, and communication skills
Languages
English
Professional
French
Professional
Timeline
Technical Support Coordinator
NCR Canada
03.2022 - Current
Information Technology Associate
Walmart Logistics
08.2016 - 03.2022
Assistant Crew Leader
Statistics Canada
05.2016 - 08.2016
Warehouse Inventory Clerk
Eleven Points Logistics
05.2013 - 02.2015
Cabinet Making - Carpentry
St. Lawrence College
High School Diploma -
École Secondaire La Citadelle