Tom Shields

Experience

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  Legato Systems

  Jan 1999 - Jan 2000

  Dispatcher

  Dispatching worldwide technical support calls via telephone and email.

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  DependableIT

  Jan 2000 - Jan 2003

  Dispatch Supervisor

  • Supervision of the Michigan dispatch team• Training in the use of proprietary software and corporate policies• Warehouse, office, and fleet supervisor• Liaise with various contracted companies• Telephone and in-person technical support

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  UPS

  Nov 2004 - Jun 2009

  Part Time Package Driver

  Delivering packages and letters for home and business• Provided excellent customer service to commercial and residential customers• Professional driver• Route planning, loading and unloading• US Customs knowledge• Dangerous Goods handling/shipping certification

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  Marchese Healthcare

  Apr 2008 - Mar 2009

  Dispatcher

  Dispatched medication and medical supplies to patients in southern Ontario• Using proprietary dispatch software• Route and load planning/preparation• Scheduling drivers and other dispatchers• Liaise with contracted couriers

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  Outsource IT Computing Inc.

  Dec 2010 - Jun 2013

  Service Coordinator

  • Coaching, training and feedback for technicians• Creation and maintenance of wiki articles and company policies and procedures• Implementation and management of serialized inventory system• Identify clients needs and concerns to IT Services in a timely manner• Creating and handling client support requests remotely• Coordinate activities with IT Team and report any issues, problems, risk or point of attention for proper resolution/escalation• Work closely with Support Technicians, Manager, Business Owners to achieve highest level of Customer Service Satisfaction• Interact with IT groups in the escalation of IT related support requests• Work closely with the Business Units and IT teams to by helping identify growth and service improvement opportunities• Schedule and coordinate resources technical issues as they arise• Allocation and redirection of IT Service Requests to the Support team, Project, management and Field technicians• Complete in a timely manner all delegated special projects• Compile research and prepare appropriate documentation related to processes and procedures for both technical and non-technical staff• Continuous review process ordering and agreements to ensure compliance by Business Units with internal company policies and procedures• Develop, document, and maintain policies, procedures and manuals for system administration and appropriate use• Asset administration, including maintenance of network component inventory and related documentation and technical specifications information.• Manage product inventory as required and perform associated Month End Balance transactions• Identifying potential issues during servicing and properly conveying any concerns to the client and/or management• Initiative to monitor my own work for quality and be able to assess impact of decision Show less

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  Ristech Company Inc.

  Jun 2013 - Dec 2016

  Technical Support

  ● Coordinated maintenance and deployment for high performance microfilm/microfiche scanners, and highly developed scan and repro systems● Project management of digitization for historical and educational institutions● Technical support for microfiche, microfilm, overhead, large format scanners, and their associated servers and workstations● Facilitated training for individuals and large groups of up to 50 people● digital imaging technician, including production scanning of a multitude of media● project management of digital imaging and media conversion● Book2Net (Microbox GmbH; Spirit, Kiosk, Flash, Cobra, K71) factory trained service and training technician● Nextscan (Eclipse and Flexscan) factory trained service and training technician● Colortrac factory trained service and training technician● Kirtas (Kabis) factory trained service and training technician● ST Imaging (Viewscan) trained service and training technician● i2S trained service and training technian● BookExpert, Tocosa, LIMB, Nextscan Plus software support and troubleshooting● personal training in all of the above software and hardware in Government and Educational institutions, as well as the private sector● shipping/receiving, including customs Show less

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  Columbia International College

  Sept 2017 - Aug 2020

  IT Officer

  ● Tier 1, 2 and 3 technical support for 400+ staff and 2000+ students● VoIP telephony setup, configuration, management and troubleshooting● Network administration including firewall, QoS, filtering, traffic shaping● Wireless improvement for all buildings resulting in an increase of coverage from ~60% to >90%● Analysis and provisioning of uninterruptible power, providing full coverage of network infrastructure, up from approximately 65%● Auditing of antivirus and security, resulting in a 20% license use reduction● Implementation of remote work for all staff via VPN● Implementation of remote learning for all students as well as ‘remote classrooms’ for all faculty Show less

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  Hamilton Health Sciences

  Oct 2020 - now

  Service Desk Agent