Dave Clarke
Technology Analyst @Manulife
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WORK HISTORY
Technology Analyst @Manulife
ON, CA
Provide hands-on technical support to our clients for their desktops, laptops and mobile equipment in terms of hardware, OS, and application issues• Provide end-to-end service as opposed to individual tasks• Manage and track client service requests/incidents• Own and monitor all escalations until resolution• Engage support teams as required• Provide regular status updates to ensure customer satisfaction• Manage client expectations by providing an ETA based on the complexity of the request• Research and develop solutions to undocumented issues and services• Troubleshoot, diagnose and repair desktop hardware/software problems via phone, remote tools or in person• Perform software installation and troubleshooting• Provision, configure, troubleshoot mobile devices (iPhone & iPad, Surface)
EDUCATION
University of Guelph
MA, French
Conestoga College
Business, Human Resources Management
University of Guelph
BA, Psychology
SKILLS
ABOUT DAVE CLARKE
I love to create hands-on learning experiences, self-sustaining collaborative work systems and performance enhancing job supports.
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