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