Brad McBride

Experience

• 

  The Minacs Group

  Jan 2006 - Jan 2006

  Apple Technical Customer Service Representative

  Duties: take technical calls from Apple customers, solve customers’ computer issues, conduct limited suggestive selling of service and support products, document case and resolution in computerized databaseSkills: customer service skills, problem solving, writing skills

• 

  Dell Canada

  Jun 2006 - Apr 2008

  Duties: take advanced technical calls from specific high end New York city customers regarding software and hardware, follow through with customer until case is resolved (callbacks etc), document caseSkills: customer service skills, problem solving, writing skills, keyboarding skills, responsibility skills. Duties: take technical calls from customers regarding software, specifically handling virus issues and system crashes, conduct selling of service and support products, document issue and resolutionSkills: customer service skills, problem solving, writing skills, keyboarding skills, sales skills

  • Advanced Resolution Expert (L2)

    Jan 2007 - Apr 2008

  • Resolution Expert

    Jun 2006 - May 2007
• 

  Elan Games

  Mar 2008 - Mar 2011

  Owner / Manager

  Duties: operate store day to day, manage small group of employees, perform marketing, financial, and technical duties of operating small business.Skills: customer service skills, management skills, marketing skills

• 

  Harris Interactive Inc.

  Aug 2010 - Jul 2012

  Programmer

  Duties: take surveys given in Microsoft Word format and program computerized versions of the surveys for respondents to fill out online or for interviewers to read and collect answersSkills: attention to detail, problem solving skills, writing skills, keyboarding skills

• 

  Alcatel-Lucent

  Jul 2012 - Jul 2014

  GWC Front Office Agent

  Duties: take calls, emails, & web requests, route requests according to services and contract commitments, dispatch part requests and on site technicians needed for regular or emergency jobs.Skills: attention to detail, writing skills, customer service skills, problem solving skills

• 

  Grade A

  Jul 2014 - Jul 2021

  The Service Desk Team Lead is a strategic, technical, and leadership position within the organization. I am responsible for ensuring the effective operation of information technology services and support for our clients within my team. Additionally, I am responsible for coaching and mentoring my team members, and performing supervisory duties. The Service Desk Team lead is also required to be a strong technical resource, and a point of escalation to resolve client issues. Attaining maximum utilization of internal and field technical resources through daily dispatch of service requests while assisting internal resources to ensure a timely resolution. To keep our clients happy by promptly responding to their problems and inquiries, providing them with immediate technical support and utilizing people skills to effectively build a relationship with them.

  • Service Desk Team Lead

    Jan 2016 - Jul 2021

  • Service Desk Coordinator

    Feb 2015 - Jan 2016

  • Service Desk Technician

    Jul 2014 - Feb 2015
• 

  CAA North & East Ontario

  Jul 2021 - now

  IS Security & Operations Lead