Hi! My name is Keith, welcome to my site. Born May 28th 1992, I live in Hamilton, ON with my wife and two cats. In 2012, I went to Sheridan College for Computer Programming and graduated in 2014 with a Computer Programming Diploma. While not the most prestigious in the school world, I am very proud of my achievement.
I consider myself a skilled programmer in PHP, HTML, CSS, C# (w/ ASP.NET) and MySQL. I am a hobbyist in Server Administration, dabbling a bit in VMWare and Hyper-V virtualization at home. This includes both Linux and Windows based servers, and while I am still learning I feel I have great knowledge of the subject, even if there is so much to learn. If you are interested in some of my work, feel free to take a look at my GitLab repository.
Team Lead, Call and Monitoring Centre (2014 - present)
- In addition to the responsibilities / duties mentioned under "Analyst, Call and Monitoring Centre":
- Monitoring the day-to-day activities and provide leadership to analysts to resolve and understand issues
- Review escalation concerns and provide feedback to appropriate teams
- Creating and maintaining documentation on support topics
- Scheduling 15 analysts for a 24/7 call centre
Analyst, Call and Monitoring Centre (2014 - present)
- Responsible for providing 1st Level Helpdesk support through email and phone for over 160 theatres and over 2000 employees
- Providing remote support, by utilizing remote software tools to proactively resolve issues as reported
- Address and resolve incoming issues, with stress on resolving issues at a first point of contact
- Accurately keeping cases up to date with the latest information
- Working closely with third-party vendors to resolve hardware / software issues throughout the company
- Assist in the deployment and testing of new theatre systems (point of sale, office equipment)
- Develop and maintain an in-dept understanding of end-user applications, which includes:
- Point of Sale systems
- End User applications (Microsoft Office, Citrix, in-house software, etc.)
Ontario Diploma in Computer Programming (2012 - 2014)
View more on my LinkedIn profile
Have a question, or looking for more information? Feel free to reach out to me below.