Ron Willenbrecht
Oakville,Canada
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
24
24
years of professional experience
Work History
Information Technology Analyst
City of Toronto Employment & Social Services
12.1999 - 02.2024
- Troubleshot incidents reported by customers to schedule system changes and identify permanent solutions.
- Participated in internal audits regarding quality management system.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Assessed business requirements to create focused solutions.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Reviewed technical work of consultants and third-party support providers.
- Collaborated with team members to develop best practices for consistent service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing equipment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Ontario Secondary School Diploma -
West Humber Collegiate Institute
Etobicoke, ON12.1983
Skills
- Customer service
- Active listening
- Prioritization
- Technical support
- Critical thinking
- Data entry
- Customer relations
- Complaint resolution
- Microsoft Office Suite
- Computer proficiency
- Building rapport
Languages
English
Native or Bilingual
German
Limited Working
Timeline
Information Technology Analyst
City of Toronto Employment & Social Services
12.1999 - 02.2024
Ontario Secondary School Diploma -
West Humber Collegiate Institute
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