Michael Cook

1515-231 Goulet Street

Winnipeg MB R2H 0S1

Tel. 204-452-2720 (home), 204-805-1099 (mobile)

E-mail: mcook2@mymts.net


Challenging and interesting technical and/or customer support work with a leading organization.

    1. SUMMARY

References and portfolio available upon request.


May-August 2012

Part time Client Service Agent term position with Skybridge Management Group in Winnipeg. Providing inbound telephone support for US and Canadian customers and partners of the AllState Motor Club. Arranging roadside assistance, answering membership questions, taking payments when required.

      1. August-November 2011

Completed a term position as an inbound telephone customer service agent on contract to HP for the Bank of Canada (CA-Assistant III), answering client calls, providing client authentication, payments, account information, web site assistance, using systems to mail forms and document issues.

      1. June-July 2011

A few days casual call centre work taking inbound calls for non-profit clients of FineLine Solutions. Answering caller questions, explaining program options, taking donations.

      1. March-May 2011

Completed a term position as a General Duties Clerk SP01 (SP0301) with Winnipeg Tax Centre (Canada Revenue Agency WTC-T1) working in Electronic Processing Selections and Numbering.

      1. November-December 2010

Short term outbound telephone sales position for a client of 24/7 in Winnipeg.

      1. June-August 2010

Short term inbound customer service position with SR&J Customer Care Call Centres Inc. in Winnipeg, working on an insurance claims application. The project closed on August 9th 2010.

      1. January 2004-March 2010

      1. Fall 2003

      1. January 2000-May 2002

Technical Writing Consultant on contract to KING Products Inc., reporting to KING Director of Product Management and CEO:

      1. March-October 1999

Help Desk Analyst with IBM Global Services Toronto Lab Help Desk. Worked in an inbound call center providing general infrastructure and IT services assistance to a large development staff. Prototyped Help Desk web site. Teamed with IT support staff on various migration projects. Constructed several private web sites.

      1. May 1995 - March 1999

IBM Canada Lab lead technical writer for IBM Distributed Database Connection Services (DDCS) and DB2 Connect products. DB2 certified. Led a small writing team producing install and user documentation for OS/2, Windows, AIX, and other UNIX platforms. Produced and managed project plans. Maintained reference documentation and produced online help. Participated in a large-scale data migration project to SGML from BookMaster. Recognized with several awards. Participated in ISO re-certification. Worked extensively with Release and QA teams and Service departments as part of customer satisfaction initiative.

      1. September 1988 - April 1995

IBM Canada lead technical specialist in national Systems Management team for batch scheduling, file transfer, software distribution, electronic change management and system reporting program products. Worked on commission for software sales. Developed and delivered numerous marketing program segments and product service offerings. Participated in sales programs and trade shows. Performed fee services: consulting and implementation assistance for numerous Government, finance industry, and other clients. Programmed NetView DM DLLs in C for customer use. Co-authored four IBM "red books" on technical subjects. Designed, developed and delivered customer training deliverables for NetView Distribution Manager and Software Delivery Manager products. Worked with development and International Technical Support organizations to achieve product implementation, performance, and usability improvements. Designed and implemented multi-homed system implementation for NetView DM/MVS. Ran North American customer field test program for IBM Cary Lab on SAA Delivery Manager product using VM and SQL/DS host side, and OS/2 client. Recognized with numerous awards.

      1. September 1987 - August 1988

MVS Systems Programmer, IBM Canada Limited. Worked in team providing and maintaining production system images in national data centre. Provided implementation and expert technical support for various Systems Management software applications including Operations Planning and Control / Advanced (OPC and OPC/A), and Service Level Reporter (SLR). Updated and maintained system user exits (Assembler). Defined subsystem security configurations using RACF.  Maintained PL/I.

      1. July 1984 - June 1987

Product Support Specialist (Systems Engineer), IBM Nordic Lab, Stockholm.  Provided expert technical sales and non-defect customer support for premier MVS scheduling product (OPC/ESA). Designed, developed and delivered product education, marketing deliverables and related programs internationally. Provided fee services to numerous customers and national marketing organizations. Recognized with numerous awards.

      1. March 1978 - June 1984

MVS Systems Programmer with IBM United Kingdom Limited. Supported Sort and PL/I and other mainframe software products in large production data centre. Wrote and implemented statistics management program suite for IBM 3790 data entry application in PL/I. Installed, implemented, and supported Systems Management software including OPC and SLR. Wrote and implemented system user exits and SVC routines in Assembler. Worked on various teams (data center, national and corporate) performing system audits and producing and presenting reports and working papers for executives including product requirements. Member of IBM UK and IBM Europe DP audit teams 1981-1984 addressing corporate security requirements. Wrote first "OPC Implementation Guide" (300 pages) in 1984 for IBM Nordic Lab. Provided sales support and fee services to customers. Recognized with numerous awards.

      1. 1972 - 1977

Computer operator, Data control clerk, PL/I applications programmer. Worked on team supporting primary Order Equipment and Inventory databases and systems. Recognized with numerous awards.


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