1. MARC PROULX
818-33 Banner Rd , Ottawa, ON K2H 8V7
Cell: 613-406-9658 - marc_proulx@outlook.com
PROFESSIONAL SUMMARY
Award-winning customer support professional that has advanced quickly in all
positions. Motivated to perform at peak levels and meet company goals.
SKILLS
 Desktop 12 yrs
 Windows Vista, 7, 8 & 10 12yrs
 Internet Explorer 4.x - 11.x 12 yrs
 TCP/IP 12 yrs
 DNS, DHCP, Routers, Hubs 10 yrs
 Netscape 4.x - 7.x 5 yrs
 Microsoft Office 2003, 2007, 2010 9yrs
 Macintosh 7.5 - 10.x 6 yrs
 DOS 3yrs
 HTML 3 yrs
 Laptops 3 yrs
 SQL for ORACLE 11g 2 yrs
 Centos 5 2 yrs
 TomCat 2 yrs
 WMI 2 yrs
 SNMP 2 yrs
 PSQL 2 yrs
 Linux (Ubutntu)(redHat) 1 yr
 Time Management 16 yrs
 Coaching 9 yrs
 Business Writing Skills 9 yrs
 Advanced Sales Management 9 yrs
 Conducting Effective Meetings 7 yrs
 Training Facilitator 7 yrs
 Business Process Improvement 2 yrs
 Competency Based Interviewing 1 yr
 Strong Networking Ability 10yrs
 Leadership 9 yrs
 Strategic Agility 2yrs
 Conflict Resolution 9 yrs
 Integrity
 Team player
 Performance Management
WORK HISTORY
04/2016 – Present Helpt Desk Analyst level 1
Modis Canada (HPE) – kanata, On
 Provide telephone and email support for all applications, proprietary programs and
computer equipment used by different enterprise clients (contracts)
 Troubleshooting and diagnosing software and hardware problems including SAP,
Lotus Notes, Microsoft Outlook, Novell, PC hardware and connectivity issues,
mobile hardware.
 Remote into client systems to assist with software configuration and troubleshooting
 Train other agents on process & policies of the call center

2. 04/2014 to 02/2016 Recruiter/Trainer
District 43(Ottawa West) – Ottawa, On
 Advertised in local newspaper opportunities for carrier position
 Screen candidates for potential interview
 Interview candidates
 Train candidates on policies, procedures and do ride along
04/2014 to 04/2016 Owner/Technician
Proulx Services – Ottawa, On
 Software & Hardware upgrade
 Virus & Malware removal
 Computer diagnostic for optimum performance
 Network set up and administration
 Building computer systems with OS install
 Remote troubleshooting of technical issues
 Internet set-up and troubleshooting
03/2011 to 05/2013 Technical Support Analyst
N-able Technologies – Ottawa, On
 Logged and documented support incident using CRM 2011
 Escalated issues by documenting the product defect in Bugzilla
 Booked initial calls and follow-up using Office 2010 calendar
 Created a flow chart for troubleshooting esx devices and services
 Assisted partners in resetting Performance counters to be able to monitor Microsoft
Exchange 2003, 2007 and 2010 services.
 Became SME for Arcserve Disk To Disk backup and Replication software
 Used Putty and WSCP to collect logs from n-central servers
 Supported the European partners on the 4 am to 12:30 pm shift
 Worked on WMI, SNMP and windows services issues
 Used PSQL Linux to investigate database related problem on the n-central servers.
 Worked with Arcserve technical team for more complex issues over remote control.
 Applied solutions provided by development using pre-defined shell scripts
 Achieved 85-95 % CSAT consistently by providing exceptional customer experience
 Worked on, windows servers 2000, 2003, 2008, SBS and workstations xp, 7 and 8
03/2009 to 03/2011 Application Support Specialists
Brookfield Renewable Power Inc. – Gatineau, QC
 Created change management request to implement solutions to problem using
internal web based tool
 Grabbed debug logs, analysed and provided a solution using application specific
tools
 Process and administer application security access requests using PSQL Oracle
software
 Created documents using Microsoft word or web based applications
 Responsible for the administration of CRM Heat 9.0

3.  Verified Active Directory to ensure users existed before creating them in the Oracle
Database using PSQL.
 Duplicated the issue using the same application on my device in order to create a
change management request.
 Gathered logs, steps to recreate the failure and documented in case management tool
Heat, before escalating to the app specific developer.
 Troubleshooting was done on windows xp workstations.
10/2008 to 03/2009 Desk Side Support
Brookfield Renewable Power Inc. – Gatineau, QC
 Conducted basic repairs and troubleshooting on Xerox printers before opening a call
with the technical vendor
 Disinfected laptops, workstations using malwarebytes, AVG, hijack this
 Imaged and re-imaged laptops, workstations using Norton ghost
 Create, modify and disable users in Active Directory using windows server snap in.
 Add and update customers in the customer management database using the Heat GUI
 Create and maintain training documentation for the Service Desk using Microsoft
word
 Order printer in, various peripherals, desktop, laptops and monitor support arms
 Replace, memory, ram, power supply, monitors, hard drives
 Install system software and company specific applications
 Assisted users in setting up exchange accounts on system and Blackberries
 Troubleshoot Microsoft exchange 2003, 2007 connectivity issues.
 Deployed Desktop, laptop, monitors and peripheral for client to be able to work on
their first day of work
08/2006 to 08/2009 Resolution Specialist/Sales Coach (Technical Supervisor)
DELL Canada Inc – Ottawa, ON
 Help with the launch of a new support model which enabled technicians to sell
support contracts to customers
 Support technicians to ensure consistency of its implementation.
 Develop and administer a program for technicians having difficulty performing
sales and/or achieving sales targets
 Assist multiple teams in achieving a 10-20% increase in their sales
 Facilitate training and support colleagues and technicians as the point of contact
for the sales tool
 Act as a subject matter expert on the legalities associated with contracts and sales.
 Provide supervisory support and training with the launch of Canadian commercial
customer support at the outsource partner in Montreal
 Write the supporting documentation and testing material for the sales portion of the
Agent Capability Initiative program to certify technicians in technical, customer
service and sales best practices
 Assist Human Resources with interviews of potential candidates
 Train, coach and mentor staff to ensure smooth adoption of new program

4. 05/2006 to 08/2006 Senior Technical Advisor
Dell Canada Inc – Ottawa, On
 Empower Dell users to resolve their hardware and software challenges using A+
methodology.
 Diagnose and resolve Malware & Virus issues using a variety of detection &
removal tools.
 Position and sell software support contracts to customers.
 Educate customers on the use of software, proper PC maintenance as well as how to
prevent malware & virus infections.
 Create incidents in the customer relationship database
 Manage customer calls effectively and efficiently in a complex, fast-paced and
challenging call center environment.
 Identify chronic customer issues by creating and maintaining customer complaint
log
 Refer unresolved customer grievances to designated departments for further
investigation.
 Manage high call volume with tact and professionalism.
 Act professionally and patiently when addressing negative customer feedback.
11/1999 to 05/2006 Team Lead
Bell Actimedia – Ottawa, ON
 Lead, Support & Develop a team of 30 agents
 Develop and administer evaluations to determine knowledge gaps
 Schedule breaks for front line staff in a fair & equitable manner
 Develop 30/60/90 action plans with agents to assist with achieving their goals
 Chaired team meetings
 Determine reasons for fluctuations in KPIs and creat action plan to remedy the
situation
 Develop a 6 step process for improving sales targets
 Support the multiple projects by offering my team to pilot initiatives
 Founded and coordinated the annual company charity golf tournament
 Met and exceed service and quality standards every review period
 Improve call center functionality and service capacity by resolving customer
complaints efficiently and quickly
 Analyze call volume and average call time to monitor customer service
representative performance and productivity.
 Conduct performance reviews for all customer service representatives to reduce
resolution time and improve customer satisfaction rates
 Prepare reports and communication for senior management
 Oversee call center employees to ensure customer satisfaction goals were
consistently met
 Implement incentives within the team to improve morale & performance resulting in
noticeable improvements in sales targets, average handle time and speed of service

5. EDUCATION
2013 – 2014 Graduated with Honors Health, Fitness and Nutrition Consultant diploma
Everest College
2010 SQL Intro Oracle 11g
Algonquin College - Distance Learning
2010 ITIL
CTE Solutions - Ottawa, On
ITIL Foundations v. 3
2010 CRM
Front Range Global Learning Center - Colorado Springs, CO
Heat 9.0 Administration Level 1
2008 Dell specific courses
DelL Learning - Ottawa
Business Writing
Advanced Excel
Advanced Resolution Expert
Delivering Effective Presentations
Student government representative
2008 Private Investigation
Iron Horse Security - Ottawa
2007 Remote Support Certification
CompTIA A+- Ottawa
1999 Programming/Networking
CDI College of Business & Technology - Ottawa, On
CERTIFICATIONS
 canfitpro PersonalTrainer Specialist
 canfitpro Fitness Instructor Specialist
 canfitpro Post and Pre-NatalFitness
 canfitpro Older Adults Fitness
 First Aid & CPR/AED
 Dell Certified System Expert
 A+ Certification
 ITIL Foundation v.3
May 2014
June 2014
June 2014
June 2014
Mar 2014
2006
2007
‘ 2011
Volunteer Work
 Everest College Ambassadors
 Innovapost Walk/Run for Wishes
 Bodyslammers Wrestling
 Universal Wrestling Alliance
 Organized the Bell Sympatico Annual Fundraiser Golf Tournament
2013-2014
2012-2013
2011-2013
2004-2008
2001-2004