Richard Asselin CSR/Helpdesk
Richard Asselin
201- 306 Jackson Avenue
Vancouver, BC
V6A 3B4
Home:------------
Cell: ------------
Email: ------------
CAREER OBJECTIVES
To apply my IT troubleshooting skills with my customer service experience in the role of a Support Customer Care person the Greater Vancouver area.
WORK HISTORY
Food Clerk, Meat section October 2018 – Now
Great Canadian Superstore, Richmond, BC
Distribution and shelving of processed meat products, whole beef and pork meat cuts.
Labelling and pricing of poultry and pre-packaged Club Pack, Blue Menu and Chilled products.
Directing and answering customer inquiries on the main store floor.
Cleaning of meat cutting tables and discarding of waste cuts and expired products in “wet chute’.
Disposal of recyclable boxes.
Stocking of shelves and verification of expiry dates.
Bilingual Technical Support (Smart phones) January 2013 – April 2013
Alpine Access, Denver, Colorado (U.S.A)
Troubleshooting customer issues with smart phones. ( iPhone, Samsung, Blackberry).
Issues such as : smart phone activation set up, voice mail, SIM card activation, PC data backup.
Helping user how to use and have proper settings when browsing Internet, roaming abroad.
Opening tickets for network connectivity issues, escalating complex telephony issues.
Calls mainly Quebec-based customers of Rogers 's wireless voice and data communications.
Support Technician(Contract) October 2011 – November 2011
Sage Business Solutions, Richmond (British Columbia).
Inbound calls – Tier 1 – Confirming account and service plan for Simply Accounting.
Logging Service and Support tickets.
Escalating difficult technical issues to Tier 2 Support Analysts.
Taking calls across Canada – French and English
IT Support Technician Dec 2008 – Jul 2009
Good Neighbor’s Club , Toronto (Ontario).
Helping users with applications.
Upgrading computers to Windows 10
Installing new hardware( CD-ROM, HDD, Wireless PCI cards).
IT Rollout Coordinator Aug 2008 – Oct 2008
Canadian Tire Corporation, Toronto (Ontario).
Updating Retail Systems’ stores information for upcoming rollout of new Chip Credit
Card technology at CTC’s 400 stores across Canada. .
Establishing contact information with store managers and on-site computer operators for
scheduling upcoming rollout.
Documenting in detail with text and pictures rollout instructions for the old and new
hardware to be removed and installed by third-party on-site technicians.
Computer Technician March 2007 – July 2008
Underground Internet & Computer Centre, Toronto (Ontario).
Installing Windows XP , Windows Office Suite, Adobe Acrobat, Anti-Virus.
Helping customers unfamiliar with applications : MS Word, Excel, Powerpoint.
Temporary file cleaning, deleting useless folders, fixing virus issues, hard drive defragmentation.
Bilingual Helpdesk Agent (Full time) June 2006 – Aug 2006
AVIVA Insurance Company, Toronto (Ontario).
Resolving issues with brokers relating to the Aviva Avantage Broker Portal.
Tracking issues with the Heat ticket tracking software.
Supporting Windows 2000 , XP and AS400 applications. 30-50 calls per day from a
possible pool of 2000 users.
Bilingual Helpdesk Agent (Contract) Dec 2005 – Jan 2006
MFX Fairfax Financial Holdings, Toronto (Ontario).
Inbound calls or emails – Resolving login issues with insurance agents.
Tracking calls and emails with Remedy.
Escalating difficult technical issues to Level 2 Business Analysts.
Supporting Windows 2000 and XP. 25-30 calls per day from a pool of 1800 users.
Bilingual Account Coordinator Dec 2004 – Jan 2005
Polytainers Inc, Etobicoke (Ontario).
Entering orders on AS400 system from major food manufacturers.
received via fax or email.
Monitoring transport logistics with production dept. to ensure on-time delivery.
Acting as liaison with purchasers concerning delays, defects, credits/debits issues.
Bilingual Helpdesk (Contract) July 04 – Sept 04
Keating Technologies, Markham (Ontario).
Inbound helpdesk for GatewayUSA and Roadpost international cellphones.
Troubleshooting computer issues such as connectivity , Windows XP issues over the
phone.
Logging calls on Siebel and Remedy.
Ordering replacement parts.
Supporting Windows XP. 35-40 calls per day from private buyers of Gateway computers
across Canada.
Bilingual Order Desk Aug 2003 – June 2004
NBS - National Business Systems, Etobicoke (Ontario).
Writing up, packing up and shipping orders from hospitals, casinos or banks from
Ontario and Quebec from faxed orders.
Dispatching technicians by phone across both provinces.
Answering various phone calls from suppliers and customers concerning orders and
product information.
Updating database on new prices, products and service agreement contracts.
Bilingual Helpdesk Analyst Feb 2003 – Apr 2003
NCR - National Cash Register, Mississauga (Ontario).
Inbound helpdesk for Royal Bank ATM machines. Use of Remote Access troubleshooting.
Dispatching technicians on-site to resolve software or hardware issues.
Troubleshooting over the phone POS issues.
Logging calls from clients, technicians and monitoring specific stores or machines. Use
of Remedy system to track helpdesk activity.
Bilingual CSR (Contract) Nov 2002 – Jan 2003
AT&T CANADA , Toronto (Ontario).
Updating credit card information or banking information.
Providing billing information on accounts.
Reinstating accounts. Changing passwords or usernames.
Bilingual CSR. March 2002 – May 2002
Direct Energy Marketing Limited, North York (Ontario).
Providing information for inbound calls concerning the different terms for gas or
electricity contracts.
Updating account information.
Bilingual Helpdesk Technician (Contract) Jan 2001 – Jul 2001
Hewlett-Packard, Mississauga (Ontario).
Troubleshooting scanners installation problems. Use of Remedy system to track
helpdesk activity.
Resolving customer issues through troubleshooting, servicing or escalation to customer
satisfaction.
Bilingual CSR (Contract) Sept 2000 – Nov 2000
ComputerShare , Toronto (Ontario).
Answering inbound phone calls from insurance company shareholders.
Logging calls and inquiries to follow up on shareholder’s requests.
EDUCATION
Canadian Market Research (FITT Program) 2012
Ashton College, Vancouver (British Columbia)
Descartes Institute, Montreal (Quebec).
Programmer/Analyst (Client/Server Applications). College Diploma 1998
Descartes Institute, Montreal (Quebec).
Junior Programmer (Structured Programming). 1983
Edouard-Montpetit College, Longueuil (Quebec).
Bachelor of Science (Biology) One year completed. 1978
McGill University, Montreal (Quebec)
Vanier College- Health Sciences - College Diploma 1974-1976
Descartes Institute, Montreal (Quebec).
COMPUTER SKILLS
Programming Languages : Javascript, HTML, Visual Basic, ASP2.
Databases : MS Access.
Operating Systems : Windows 10
Applications : MS Word, MS Excel, MS PowerPoint, MS Outlook.
Ticket Tracking Software : Remedy, HEAT.
Richard Asselin
201- 306 Jackson Avenue
Vancouver, BC
V6A 3B4
Home:------------
Cell: ------------
Email: ------------
CAREER OBJECTIVES
To apply my IT troubleshooting skills with my customer service experience in the role of a Support Customer Care person the Greater Vancouver area.
WORK HISTORY
Food Clerk, Meat section October 2018 – Now
Great Canadian Superstore, Richmond, BC
Distribution and shelving of processed meat products, whole beef and pork meat cuts.
Labelling and pricing of poultry and pre-packaged Club Pack, Blue Menu and Chilled products.
Directing and answering customer inquiries on the main store floor.
Cleaning of meat cutting tables and discarding of waste cuts and expired products in “wet chute’.
Disposal of recyclable boxes.
Stocking of shelves and verification of expiry dates.
Bilingual Technical Support (Smart phones) January 2013 – April 2013
Alpine Access, Denver, Colorado (U.S.A)
Troubleshooting customer issues with smart phones. ( iPhone, Samsung, Blackberry).
Issues such as : smart phone activation set up, voice mail, SIM card activation, PC data backup.
Helping user how to use and have proper settings when browsing Internet, roaming abroad.
Opening tickets for network connectivity issues, escalating complex telephony issues.
Calls mainly Quebec-based customers of Rogers 's wireless voice and data communications.
Support Technician(Contract) October 2011 – November 2011
Sage Business Solutions, Richmond (British Columbia).
Inbound calls – Tier 1 – Confirming account and service plan for Simply Accounting.
Logging Service and Support tickets.
Escalating difficult technical issues to Tier 2 Support Analysts.
Taking calls across Canada – French and English
IT Support Technician Dec 2008 – Jul 2009
Good Neighbor’s Club , Toronto (Ontario).
Helping users with applications.
Upgrading computers to Windows 10
Installing new hardware( CD-ROM, HDD, Wireless PCI cards).
IT Rollout Coordinator Aug 2008 – Oct 2008
Canadian Tire Corporation, Toronto (Ontario).
Updating Retail Systems’ stores information for upcoming rollout of new Chip Credit
Card technology at CTC’s 400 stores across Canada. .
Establishing contact information with store managers and on-site computer operators for
scheduling upcoming rollout.
Documenting in detail with text and pictures rollout instructions for the old and new
hardware to be removed and installed by third-party on-site technicians.
Computer Technician March 2007 – July 2008
Underground Internet & Computer Centre, Toronto (Ontario).
Installing Windows XP , Windows Office Suite, Adobe Acrobat, Anti-Virus.
Helping customers unfamiliar with applications : MS Word, Excel, Powerpoint.
Temporary file cleaning, deleting useless folders, fixing virus issues, hard drive defragmentation.
Bilingual Helpdesk Agent (Full time) June 2006 – Aug 2006
AVIVA Insurance Company, Toronto (Ontario).
Resolving issues with brokers relating to the Aviva Avantage Broker Portal.
Tracking issues with the Heat ticket tracking software.
Supporting Windows 2000 , XP and AS400 applications. 30-50 calls per day from a
possible pool of 2000 users.
Bilingual Helpdesk Agent (Contract) Dec 2005 – Jan 2006
MFX Fairfax Financial Holdings, Toronto (Ontario).
Inbound calls or emails – Resolving login issues with insurance agents.
Tracking calls and emails with Remedy.
Escalating difficult technical issues to Level 2 Business Analysts.
Supporting Windows 2000 and XP. 25-30 calls per day from a pool of 1800 users.
Bilingual Account Coordinator Dec 2004 – Jan 2005
Polytainers Inc, Etobicoke (Ontario).
Entering orders on AS400 system from major food manufacturers.
received via fax or email.
Monitoring transport logistics with production dept. to ensure on-time delivery.
Acting as liaison with purchasers concerning delays, defects, credits/debits issues.
Bilingual Helpdesk (Contract) July 04 – Sept 04
Keating Technologies, Markham (Ontario).
Inbound helpdesk for GatewayUSA and Roadpost international cellphones.
Troubleshooting computer issues such as connectivity , Windows XP issues over the
phone.
Logging calls on Siebel and Remedy.
Ordering replacement parts.
Supporting Windows XP. 35-40 calls per day from private buyers of Gateway computers
across Canada.
Bilingual Order Desk Aug 2003 – June 2004
NBS - National Business Systems, Etobicoke (Ontario).
Writing up, packing up and shipping orders from hospitals, casinos or banks from
Ontario and Quebec from faxed orders.
Dispatching technicians by phone across both provinces.
Answering various phone calls from suppliers and customers concerning orders and
product information.
Updating database on new prices, products and service agreement contracts.
Bilingual Helpdesk Analyst Feb 2003 – Apr 2003
NCR - National Cash Register, Mississauga (Ontario).
Inbound helpdesk for Royal Bank ATM machines. Use of Remote Access troubleshooting.
Dispatching technicians on-site to resolve software or hardware issues.
Troubleshooting over the phone POS issues.
Logging calls from clients, technicians and monitoring specific stores or machines. Use
of Remedy system to track helpdesk activity.
Bilingual CSR (Contract) Nov 2002 – Jan 2003
AT&T CANADA , Toronto (Ontario).
Updating credit card information or banking information.
Providing billing information on accounts.
Reinstating accounts. Changing passwords or usernames.
Bilingual CSR. March 2002 – May 2002
Direct Energy Marketing Limited, North York (Ontario).
Providing information for inbound calls concerning the different terms for gas or
electricity contracts.
Updating account information.
Bilingual Helpdesk Technician (Contract) Jan 2001 – Jul 2001
Hewlett-Packard, Mississauga (Ontario).
Troubleshooting scanners installation problems. Use of Remedy system to track
helpdesk activity.
Resolving customer issues through troubleshooting, servicing or escalation to customer
satisfaction.
Bilingual CSR (Contract) Sept 2000 – Nov 2000
ComputerShare , Toronto (Ontario).
Answering inbound phone calls from insurance company shareholders.
Logging calls and inquiries to follow up on shareholder’s requests.
EDUCATION
Canadian Market Research (FITT Program) 2012
Ashton College, Vancouver (British Columbia)
Descartes Institute, Montreal (Quebec).
Programmer/Analyst (Client/Server Applications). College Diploma 1998
Descartes Institute, Montreal (Quebec).
Junior Programmer (Structured Programming). 1983
Edouard-Montpetit College, Longueuil (Quebec).
Bachelor of Science (Biology) One year completed. 1978
McGill University, Montreal (Quebec)
Vanier College- Health Sciences - College Diploma 1974-1976
Descartes Institute, Montreal (Quebec).
COMPUTER SKILLS
Programming Languages : Javascript, HTML, Visual Basic, ASP2.
Databases : MS Access.
Operating Systems : Windows 10
Applications : MS Word, MS Excel, MS PowerPoint, MS Outlook.
Ticket Tracking Software : Remedy, HEAT.