1. WWILIL AADLERDLER (RESUME)(RESUME)
Toronto, Ontario, Canada
Phone/FAX: 416-782-4648
Wilfredadler72@bell.net
SSUMMARYUMMARY OFOF SSKILLSKILLS ANDAND QQUALIFICATIONSUALIFICATIONS
♦ 9+ years with RBC as a computer application support person in a client service, help desk,
Exchange/Distributed team environment
♦ Supported Windows SharePoint Services for 9+ years; administered individual SharePoint
sites
♦ Performance testing on MS Outlook forms and SharePoint 2010
♦ Handled increased responsibilities and demonstrated initiative to help creatively and
successfully resolve client computer issues
♦ Demonstrated strong troubleshooting, communication and interpersonal skills, and the ability
to work independently or collaboratively to resolve these issues
♦ Microsoft Office products (Word, Excel, Outlook)
♦ Incident/ticket management software (e.g., Peregrine)
♦ Strong keyboarding skills
EEMPLOYMENTMPLOYMENT HHISTORYISTORY
CANADIAN NATIONAL INSTITUTE FOR THE BLIND (C.N.I.B.) JULY 2015-PRESENT
Client Service/Technical Aids Advisor (volunteer)
Current Duties:
♦ Providing information to clients on CNIB services in person and over the phone
♦ Advising clients on the most appropriate visual aids and technical devices
♦ Demonstrating various visual-aid and technical devices to clients
♦ Cultivating client relationships through fast and effective customer service
♦ Selling visual and technical aids to CNIB clients and to the general public
ROYAL BANK OF CANADA (RBC) 04/2002–11/2011
Client Support Analyst
♦ Worded in a help desk, multi-tasking, Exchange, distributed, team environment to timely and
effectively support clients experiencing computer application issues
♦ Cultivated and maintained client relationships through effective and efficient resolution of
client application/computer desktop issues

2. Wilfred Adler Page 2
♦ Analyzed, investigated and resolved access rights issues with MS Outlook/Exchange Pubic
Folders and SharePoint web-sites facilitating the ability of end-users to more effectively and
efficiently manage data, and/or to manage access rights to these databases and web-sites
♦ Worked with the third party vendor to resolve SharePoint 2010 issues
♦ Conducted performance testing for SharePoint 2010
♦ Instructed clients on the most effective utilization of in-house applications
♦ Processed daily end-user requests for the creation and deletion of Exchange Public Folder
databases, and for the creation of new Windows SharePoint Services web-sites.
♦ Addressed client inquiries via phone and email related to Outlook/Exchange and SharePoint
applications, providing prompt responses and problem resolutions on a priority basis that
supported end-users in the completion of their project taskS
♦ Provided instruction to clients on how to best utilize RBC in-house applications
♦ Created and maintained user manuals utilizing MS Office Word
♦ Worked with RBC partners in other groups to investigate, define, and resolve client
application issues
♦ Followed up with clients regularly on the progress of investigations into their application and
system issues
♦ Escalated to more appropriate groups to address application/system support incidents for
more effective and timely resolutions
♦ Utilized the internet (e.g., knowledge based articles) as part of an overall strategy to resolve
certain MS Outlook and SharePoint related client issues
o Results from internet research revealed the root cause and subsequent resolution
to an Outlook forms issue where some RBC home-based employees were not
able to use one of their own departmental forms. The research results indicated
that the cause of the issue was the absence of a system file from the computers of
the affected users. The problem was corrected following the installation of the
missing system file, enabling the affected employees to continue with their job
tasks
♦ Conducted Q&A oral visual presentations on the features and advantages of Windows
SharePoint Services primarily used as a collaboration tool for end users facilitating data
sharing between members within project teams leading to successful completion of
departmental business projects
EEARLIERARLIER WWORKORK HHISTORYISTORY
Canadian National Institute for the Blind 04/1995-05/1997
Client Service/Technical Aids Advisor
♦ Provided information to clients on CNIB services
♦ Advised clients on the most appropriate visual aids and technical devices
♦ Demonstrated various visual-aid and technical devices to clients
♦ Cultivated client relationships through fast and effective service
♦ Maintained client support service tracking information
♦ Sold visual and technical aids to CNIB clients and to the general public in a retail sales
environment
♦ Tracked inventory usage/shortages

3. Wilfred Adler Page 3
Brown Office Furniture, Brown Business Centres 02/1989–12/1990
Retail Sales Associate
♦ Performed Accounts Receivable/Collections duties on past due accounts
♦ Provided customer service and retail sales support
♦ Instructed customers on the proper use and maintenance of office furniture
♦ Tracked inventory usage/shortages
♦ Moved and maintained used office furniture
FFORMALORMAL EEDUCATIONDUCATION
♦ Honours B.A., Trent University, Peterborough, ON. 1983-1988
♦ Computer Information Systems, 3-year Diploma 1997-2001