David R. Paquette
IT Contractor with Federal Government of Canada/Large Canadian Corporation
Over 24 years of Information Technology work experience
• Four years (recent experience) in Federal Government - Department of National Defence - Project Control Office - Integrated Logistical Support.
• Eleven years call center and telecommunications experience.
• Six years experience working with Global partners and vendors.
• Seven years of experience with PC hardware, Software configuration, workstation, and server support,(NMSO) Seller (Hardware and software certifications).
* Recognized and awarded over 16 times for exceptional performances in my various call center roles *
Current Secret Security Level lI - (September 2022), Controlled Goods - (June 2019)
Promaxis Systems Inc.
D.G.M.E.P.M - ADM(mat) – HCM/FELEX/Project Control Office – Integrated Logistics Support
Technical Writing Consultant/Contractor
Jun 2012 – Jun 2016
D.G.M.E.P.M - ADM(mat) – HCM/FELEX/Project Control Office - Integrated Logistical Support duties on "Halifax-Class Modernization (HCM) / Frigate Life Extension (FELEX).
Synopsis: Technical Writing, Documentation, Programming, and Reporting on Project Processes, Project Procedures, and Specifications in Project Control Office - Integrated Logistical Support. Liaise with various project departments, members, and subject matter experts to confirm requirements/data.
List of the additional PCO-ILS activities:
(C&S) = Creation & Support, (S) = Support or Updating Report
Contact Center Business Intelligence (CCBI)
Associate Analysis and Results
Jul 2007 – Aug 2011
Synopsis: To analyze, repair, build, develop, document, automate, improve on business project processes, report on results/risks/probability for global operations, and provide solutions when possible.
Performance metrics: Report Development and Production, Adhoc Requests, Developement, and Personal/People Leadership
Report Development & Production:
Ad-hoc requests /new reporting solution requests:
Personal and People Leadership:
My clients in this role included Bell Canada Global Operations Management, Bell Canada Line of Businesses, and Vendor Management.
Strategic Partnership Management
Partnership Specialist/Partnership Manager
Mar 2006 – Jul 2007
Synopsis: Assist in project performance management of various vendor/partner contact centers. Key Performance Indicators were used to achieve a balanced, and positive customer experience in order to meet and exceed contract requirements.
Worked in close partnership with other Bell teams such as Marketing, Agent Compensation, Billing adjustments, Executive Care Office, Quality Assurance, Contract Management, Project Management, Workforce Management.
Bell Internet - Sympatico Technical Help Desk
Technical Help Desk Team Manager
Aug 2004 – Mar 2006
Synopsis: To create a supportive environment by coaching to expectations, setting expectations/goals, inspecting, analyzing results; all in a circular format to improve performance results.
* Achievement: Development/creation of dial-up call troubleshooting for client first call resolution. This later became a standard for all Bell Internet managers and agents to follow.
Bell Internet - Sympatico Help Desk
Multidisciplinary Customer Service Representative (Handled calls for multiple lines of business)
Jan 2001 – Jun 2003
Synopsis: To resolve all consumers varying levels of technical and business office issues.
SHL/MCI System House & G.E. Technical Services
Contracted & Subcontracted for Hardware Repair and Upkeep.
Computer Hardware and Software Representative (Dispatched to various customer locations)
Synopsis: To resolve all consumers technical issues and repair various server & desktop RISC & X86 computer systems.
Fifth Dimension Group of Companies
Employee - CAD Systems Support and Inside Sales Support
Computer Hardware/Software Support and Inside Sales Rep. (Support Autodesk & Softdesk software and assist with inside sales)
Synopsis: To resolve all consumers technical issues and to assist sales staff with technical specs and informational requirements.
Strategic Partnership Management -Vendor Management
Procedural , Process, & Integrated Logistic Support
Customized Reporting, Dashboards, & Programming of Microsoft Office Applications, Integration
Call Center Management, Mobility, TV, & Internet
Customer Relationship Management (CRM)
Customer Service Management (CSM)
University of Michigan
Python for Everyone Programming with Python (Distinction)
Michigan University Associate Professor - Charles Severence
Personal Opinion "A great professor, teacher assistants, and support staff in this course"
Activities: (Online Course) Fall Semester 2015
Praxis Training Institute
Network Technology 1996 - 1997
This course was an open public competition for 15 paid placements (funded by various IT companies). 200 people were selected to compete for these 15 positions. I won a placement and placed third in the class at end of course. I also received a letter of recommendation from an executive director of this training institute.
Activities: Course curriculum included the following (Novel Netware, WindowsNT - Workstation, WindowsNT - Server, TCP/IP, Windows 95).
Algonquin College of Applied Arts and Technology
Architectural Technologist 1987- 1990
Standford Award for Outstanding Leadership or Achievement in their profession.
* There are more winning results but I feel listing them all would be excessive.
These are the various charities I have done volunteer work for.
Ottawa Food Bank
Food Pick Up Driver
CHEO - Childrens Hospital of Eastern Ontario
Teddy Bear Picnic & CHEO Telethon Representative
Bell Volunteer Team & Community Affairs Team
Ottawa Food Bank, CHEO Activities, KIDS in need/Back to school program, Various other community volunteer work.
Jekan Natkunam - DIGITAL ENGAGEMENT & DEVELOPMENT STRATEGIST ►
Expertise in Project/Product Management & Product Development
I had the privilege of reporting into Dave as a Full Service Technician. Dave was an efficient manager. Reliable, innovative and customer-service oriented. His knowledge and commitment to improving customer service was contagious. Above all, he was able to motivate, encourage, and push agents to strive for their best. He is a welcome addition to any team.
Michel Surprenant - Associate Director - Strategic Partnership - Bell Internet
When Dave worked for me, he was very good at coming up with alternative ways of improving process and precedures within the office. His analytical skills were always welcomed when looking at multiple sources of data.
Steve Almeida - Workforce Management Analyst at MSI Corp
I was David Paquette's Manager for over 2 years & he has been a pleasure to work with. David is very dedicated to his work & is constantly trying to find ways to improve himself as well as his productivity. One of his strengths is that he is able to think outside the box & find solutions to any problem.
Dan. Mcconnell - Customer Experience Analyst at Rogers Communications
While Dave was a team manager for Bell Canada he was energetic, strived to get the job done in the best possible method, went above expectations to deliver the strongest team of technical support that Bell internal had! We frequently worked together to devise new action plans, modify reports to better suit the companies needs. A strong relationship was built that continued for many years. Dave would be a key resource to any company that chooses to provide employment.
Julie Jomphe - Directrice RH - HR Director
David always works to reach targets. He will not let go even when obstacles arise. He is fun to work with and is efficient. He does not let others feel stressed even when things get more difficult and challenging and timelines are very tight . Very good asset to the team, it was really nice to have him as a colleague.
James Durling - Senior Manager, International Banking Contact Centres at Scotiabank
David openly shared his knowledge & suggesstions for improving the delivery & production of his reports. David's desire to conintuously learn and develop will serve him well in his next role at the organization of his choosing.
Roland Berthiaume - BCE - Direct Manager (CCBI) Contact Center Business Intelligence
Dave is very motivated in everything he does and is a forward thinker. He is consistently searching for new and innovative solutions to improve the quality of his reporting. It was a pleasure working with Dave.