PROFILE / SUMMARY
Secret - Level II - Secret Clearance Language profile - French and English (E.C.C.) and some Spanish Incorporated - A.J.S. (BMS) Canada Inc. Valid Canadian Passport ITIL Foundation Certification
Computer Specialist / Consultant since 1993
Software Coaching / Training Software Specialist LAN Administration Technical Support Client / End-User Support Hardware Installation Team Leader Web Design Publishing / Graphic Design
Areas of Expertise: IT Coaching /Training and Technical Support
Bilingual Training & Implementation Lead (CFHIS Project) (2006-2007) Business Tools and Services Officer / Information Management Officer (2006) Virtual/Remote TRIO Computer Software Training (Siebel) using Signet 3 / Citrix (2005-2006) Senior Head Coach: responsible for managing and training other coaches (1994-2004) Senior Head Coach: coordinating and providing coaching for the entire Agency (1994-2004) PC Troubleshooting and Software support to end-users / client support (1994-2004) LAN Administration / Account Management / Remote Access (1996-2004) Preparing work plans, material, documentation, help sheets and procedures (1994-2005) Translating, designing and producing training manuals (1993–2005) Responsible for various special projects (1995-2004) Highly computer literate (see Technical Summary) Extensive experience in computer utilization (1985-2005) Adept at installing, operating and maintaining computer software and hardware (1995-2005) Small network at home, which I have setup and maintain (1995-2005) NuSkin Distributor and sales representative (since 1990)
Effective interpersonal relationships Client service oriented Effective leadership and team building skills Ability to maintain and support IT operations Ability to make quick decisions Ability to plan, analyze and manage multiple conflicting priorities Ability to work with minimal or no supervision Ability to work effectively in a multidisciplinary work environment Ability to work efficiently under stress and pressure Able and willing to travel Able and willing to work flexible hours and overtime Self-motivated and dependable
COMPUTER CONSULTANT PROFESSIONAL EXPERIENCE
Emergis - (June 2006)
Department of National Defence - Canadian Forces Health Information Systems (CFHIS Project)
Bilingual Training and Implementation Lead - Provide classroom training to medical and dental users ranging from Physicians, Nurses, Dentists, Dental Assistants, Hygienists, Receptionists and program staff for the CFHIS implementation project - Develop training material for regenerative training to users - Create training videos to enable Clients to learn new features added to the software - Prepare and review existing training materials and presentations for training sessions - Translate all project documentation and training material - English to French - Coordinate sessions for site super users - Provide regenerative training to users - Implement Purkinje (medical) and Adstra (dental) modules at Canadian Forces Bases across Canada - Install Citrix software and configure site workstations as required - Provide on-site support for users post training - Maintain project documentation, relevant project activities, schedules, status reports... - Communicate with data processing professionals, technical and end users on project related matters - Run a “System Performance Test” analysis at each site - Prepare "Site Exit Reports" and ensure they are approved and signed by clients - Very flexible, many hours of overtime, travel across Canada
Canadian International Development Agency (CIDA) - (Contract under A.S.G. Inc.) - (January to May 2006)
Human Resources & Corporate Services (HRCS) - letter Information Management, Business Tools and Services Officer (IMO / BTSO)
- Network Management - User Account Administration - Support Internet and User Environment - Management of Electronic Documents - Informatics Projects - Remote Access (Citrix) - Maintenance of portable computers - Use and support of non-standard software - Maintain inventories - Lotus Notes and Lotus SmartSuite User support - IM/IT coordination - Working with SAP - Manage Data Information using EDRMS (Hummingbird)
International Trade Canada (DFAIT) - (Contract under CTE Solutions Inc.) - (June 2005 - April 2006) - letter
TRIO - Computer Software Trainer - Provide adult training and education for computer software, remotely using conference calls - Remote Computer Software Training - through Signet 3 and Citrix with the ability to connect to each computer individually - Seibel Database - TRIO is a customized version for International Trade - Scheduling Remote Training Sessions with Participants and coordinating with Team - Administrative work relating to Training sessions - Translation and Quality Assurance of Training Modules - Worked on a variable work schedule (24/7) depending on which Embassy/Post was being trained around the world - Manage Data Information using InfoBank (Hummingbird)
Canadian International Development Agency (CIDA)
Service Request Administrator (SRA)
- (Contract under A.S.G. Inc.) - (January - June 2005)
- Agency single point of contact for submitting IM/IT service request to the Agency - Performed preliminary analysis of incoming service requests - Distributed and assigned the appropriate services - Tracked incoming requests, logged responsive actions taken and maintained the repository of requests received - Produced statistics and reports - Defined, prepared and documented procedures - Provided support to the Agency clientele in demonstrating work processes and procedures - Analyzed business requirements for a long-term solution of the service request tool - Liaised with clients, portfolio management team, service providers and other CIDA staff as required - Manage Data Information using Lotus Notes
Canadian International Development Agency (CIDA) Senior Coach, Technical Support, Software Specialist, LAN Administrator; Team Leader (May 1994 - December 2004)
Contracts under A.S.G. Inc. (June 1995 - December 2004) - letter Contract under Learn Quest Training Centres Inc. (May 1994 - March 1995)
Primary functions: provide one-on-one coaching sessions and classroom training (Lotus SmartSuite including Notes, Microsoft Office, Corel WordPerfect Office); coordinating, scheduling and monitoring coaching sessions; prepare material, documentation, help sheets, procedures to assist end-users; technical support, software support, troubleshooting for information technology related problems and service requests; provided services to ACT Users and IMOs; utilize ticketing tracking systems; monitoring, prioritizing and escalate all incidents according to Service Level Agreements; Citrix Remote Access - account creation, coaching, setup; LAN Administration account creation, transfer, modification, deletion; improve the services to the end-users and the quality of services rendered by the CSCC to the Agency; prepare and participate in presentations to end-users and management; participate in the end-users needs analysis; responsible for preparing and coordinating the "HelpDesk duties" schedule for over a year; participated in various projects that required team leadership.
Very good knowledge of the role of the Information Management Section; of Policies and Procedures regarding security, management of electronic files and e-mails; and of directories structures, classification and recovering information. Worked through three major system implementations / migrations (from DOS to OS2; to Windows NT4/ Novell Netware5; to Microsoft XP Pro).
Computer Software Trainer
Treasury Board of Canada - Minister's Office and Learn Quest Training Centres (Sept. 1993 - April 1994) Productivity Point International and Lemmex Computer Training Center Inc. (April and May 1995)
Provide classroom training and individual coaching on various software applications; prepare classroom and course material; presentation to clients of training manuals, exercises and material.
OFFICE AND ADMINISTRATIVE WORK EXPERIENCE MacDonald and Brisson Temporary Employment Agency (January 1979 - May 1994) - letter
NORTHERN Worked for various Government Departments, as well as the private sector. Provide administrative assistance in areas such as client services, finance, preparing and assisting meetings, managing an agenda, scheduling appointments, organizing special events and general administration which entailed correspondence; preparing reports, documents, manuals; making travel arrangements and all other related duties. Helped co-workers learn different software programs.
International Development Research Centres (IDRC) (February 1991 - June 1992 ) - letter
Senior secretary ~ Health Sciences Division - Performed all secretarial and administrative duties including travel arrangements. Had the opportunity work in Spanish since I was working with people from Latin, Central and South America on a regular basis.
Federal Government Employee, National Capital Region (July 1982 - May 1986)
Secretary / Word Processor Operator ~ Federal government employee for a period of four years. My duties consisted of word processing and secretarial duties at various levels.
AWARDS / ACHIEVEMENTS
1995-2004 ~ 9 Award of Excellence for Outstanding Achievement at CIDA - A.S.G. Inc 2000 ~ Certificate of Appreciation - Year 2000 team effort at CIDA Phoenix / IMTD 1999 ~ Certificate of Appreciation - CIDA - Deployment of NT desktop 1997 ~ Phoenix Project - CIDA Information Renewal - Phoenix Project 1993 ~ Certificate of Appreciation - MacDonald & Brisson Personnel
EDUCATIONAL BACKGROUND / CERTIFICATIONS / COURSES
2007 ~ Instructional Design ~ Langevin Learning Services – Professional Certifications, Ottawa 2006 ~ Publishing & Graphic Design ~ La Cité Collégiale, Ottawa, Ont 2004 ~ ITIL Foundation Certification - IT Service Management Essentials, Ottawa, Ont 1999 ~ NetWare 5 Administrator ~ Productivity Point International, Ottawa, Ont 1997 ~ Microsoft Office Professional 97 (Trainer) ~ Delcom, Hull, Québec 1995 ~ Lotus Notes 4 - Administrator ~ Lemmex Computer Training, Ottawa, Ont 1994 ~ Lotus 123 - Macros ~ Delcom, Hull, Québec 1994 ~ Lotus SmartSuite (Trainer) ~ Delcom, Hull, Québec 1994 ~ Train the Trainer ~ Lorn Plunkett and Associates Ltd., Ottawa, Ont 1981 ~ Session "Relations Humaines" ~ Institut de Culture Personnel du Québec 1979 ~ Ontario Secondary School Diploma (OSSD) ~ École secondaire Garneau
Notre-Dame-des-Champs Parish / Church The-Force (2003-2004) ~ 1 year Cancer Fund Raising campaign ~ Webmaster Blackburn Minor Hockey Association (2000-2005) ~ Manager / Trainer / Scheduler École Notre-Dame-des-Champs (1997-1998) ~ Parents Committee
Travel, Water skiing, Ice skating, Computers
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