1. Wayne Waldvogel
1 | P a g e
3303 RedPath Circle
Mississauga, ON
L5N 8R3
CELL: 905-828-6934
wwaldvogel@rogers.com
Cover letter attach to EOFd
Objective Highly focused, motivated, Aboriginal Canadian, self-starter, experienced team leader /
builder, strategic thinker, and results oriented professional with 20 plus years of proven
technical, communication and sales experience, and over 30 years total work experience is
seeking to find a technically, mentally challenging and rewarding employment opportunity
encompassing a Senior Technical / Customer Support or Management position, focused
on providing excellence in Customer Service and Application / Systems support in the
Retail / Hospitality Point Of Sale, Financial ATM, or Aviation service delivery channels.
I’m Excellent at seeing solutions outside the box when needed, I’m an active listener and
my effective linguistic skills enable me to understand the problem and communicate
answers to the business client or end user / technician, which enables me to provide
effective and timely resolutions, providing you with first in class customer service to fulfill
your business needs and meet or exceed your SLA’s if that’s your goal.
The ideal position should offer ongoing opportunities to develop new skills, building on 20+
years as a Level 1, 2 & 3 Help Desk - Senior Computer Support Analyst / Team Lead and
Manager.
Location Mississauga & West GTA & Sydney, Nova Scotia including Cape Breton
Employer
Experience
Employer
Experience
Jan 2015 – Dec 2015
BFG Enterprise Services
Level 3 Technical Support Analyst
Full time contract
Scope
 Responsible for providing third level technical assistance across Canada
 Providing high-end technical hardware and software support at the desktop, laptop, printer,
network, and operating systems level to satisfy the needs of Client Company.
 Act as a technical resource in assisting Field Technicians resolve high end technical issues.
 Support and train Field Service Technicians.
 Provide on-site troubleshooting and resolution of desktop problems.
 Responsiblefor advising and providing consultation,installation,trainingandtechnicalassistance to
the client company.
Responsibilities
 Provided 2nd/3rd level tech support in a 24X7 environment
 Provided remote assistance for field technicians on escalated issues.
 Involved in implementation and upgrade (software and hardware) projects
 Researches parts, equipment, and current technical trends.
 Conductedcomplextroubleshooting of IT environments including OS, networks, applications and
hardware.
 Oversaw the installationand configuration of IT hardware, software, and peripheral components.
 Assisted with designs new installation of equipment for the client company.
 Prepared progress reports for management
 Logged all calls and resolutions in call tracking and management system
 Other duties as assigned
2009 - Present
ForestBird Technical @ Home Services
Technical Consultant and Contractor
Self Employed
Scope
 Computer design& build Consultanton PerDiem Basis
 Technicaldesign & buildConsultationon PerDiem Basis
Tuesday, March 1, 2016

2. Wayne Waldvogel
2 | P a g e
3303 RedPath Circle
Mississauga, ON
L5N 8R3
CELL: 905-828-6934
wwaldvogel@rogers.com
Cover letter attach to EOFd
Employer
Experience
Employer
Experience
 DesignandinstallationofHomeTheatreSystems andRooms
 DesignandInstallation ofKitchens /Bathrooms
 DesignandInstallation of wireless home Automation/SecuritySystems
 Home Renovations
 GeneralHandyman and Home Repair
2009–2011
Freedom AirTech
Aircraft Assembler
Full time
Scope
 SmallUltraLightAircraftCompanyoperatingout ofa hangar atBramptonAirport,providingService
pertainingto all aspects ofSales and ServiceofAdvancedUltraLightAircraft. Some ofthe services
provided where UltraLightAircraft& Parts Dealership/BuildCentre& Service/Repair for private
owners ofUltra LightAircraft
 Assisted inconstructionofSEAREYAmphibious AdvancedUltraLightAircraft.
 Assisted with dayto dayoperations and customerservice
 Responsiblefor schedulingcustomerbuild& servicerequests
 Responsiblefor maintaininga clean and safehangar floor andcomplyingwithallAirport, Provincial
and WHIMIS and healthandsafetypolicyand procedures
 Responsiblefor organizingand orderingparts inventory
1993–2009
NCR Canada LTD
Senior Level 2 Analyst – Team Lead - Retail POS / Systems / ATM Help Desk
Full time
Scope
 Both an InternalField Service& OutsourcingTechnical HelpDesk CallCentre, withan averageof
6500 inbound calls monthly. ProvidingLevelI& II support to 10,000+ locations for 4 majoraccounts.
 Supporting a widescope of retailproducts from NTplatforms for The Beer Store. 3rd
partyHardware
/ Software for all 8 CARAbrandrestaurants. NCR platforms for Burger King Canada and Mexico.
PC platformsfor CanadaPost retailoutlets.
 SinglePoint ofContactfor retail end user and fieldservice techs,for all H/WS/Wissues.
 5+ yrs.supporting thefullline ofNCRfinancialATM products for the Royal Bank ofCanada’s 7400
unitABM network.
 Provide Real timeATMmonitoring/ interventionusingGASPER andproprietaryS/W. Provide
technicalsupport& resolutionto both RBCbranchstaffandFieldServiceTech’s. Liaise with RBC
Computer CommandCentreandlocalTelco’s to resolve networkingissues.
Responsibilities
 Senior Team Lead- AssistingNCRManagementin dailytechnicaloperations ofthe 7x24RetailHelp
Desk supervising16 Analysts.
 Championa professional,courteous attitude,exceedingcustomer expectations.
 EnsureHelpDeskAnalysts exceed dailyphone SLA’s targets using AVAYA phone switch
monitoring,management& reporting software.
 Ensurecustomer fieldSLA’s targets are beingmetandcalls arebeing managedto theirconclusion
usingescalation processes as required.
 Timelyresolutionofcustomer escalations,addressingconcerns withappropriateparties.
 Review Analysts call tickets for dataaccuracy, are completed with detailedtroubleshooting
comments demonstratinggood logic flow. Seek opportunities to improve skills or processes.
 Address traininglapses withAnalysts;work withteam to developeffective solutions.
 Perform proactive analysis to reveal newproblem trends andchronic issue. Providefeedbackto

3. Wayne Waldvogel
3 | P a g e
3303 RedPath Circle
Mississauga, ON
L5N 8R3
CELL: 905-828-6934
wwaldvogel@rogers.com
Cover letter attach to EOFd
managementwith costeffective solutions.
 Seek outbillingopportunities for outofscopeissues andMAC’s. (Move Add Change)
 Collaborate with ProjectManagement& Field ServiceTeamsfor Rollouts & MAC’s.
 Develop processes,procedures anddocumentation for new accounts and MAC’s,utilizing software
knowledgetools anddatabases.
 Orientationandtraining ofnewAnalysts.
 Oversee andmaintain equipmentin RetailHelp Desk Lab.
 Retail pointofExpertisefor allRetailHelp Desk accounts.
Achievements
 Consistentlytop ranked intechnicalability,analyticalskills andcall resolution.
 The 1st
analystto be assigned to the NCR Canada Retail HelpDesk.
 Developedmanyof the processes andprocedures used bythe Level1 HelpDesk.
 Responsiblefor developmentof mostofthe Level 1 HelpDesktechnical documentation.
 Recognizedfor assisting NCR Service AccountManager ina major customer contractrenewal win.
 Consistent high customer satisfaction results on customer call back surveys.
ATM Knowledge Base
 5+ yrs.ProvidingL2 H/WS/W& NetworkingSupportfor NCRATMS,5070 thru 5877.
 Operationalissues regardingACC,cash replenishment,securityandField Techdistress.
 MASHAM locks & keyoperation,One TimeCombination procedures.
 Certified inGASPER.
P/C H/W Knowledge Base
 DELL certified PC technician.
 Extensive knowledgeofPC /LAPTOP diagnostics & repair.
 Extensive knowledgeofPrinters:EPSON,HP,LEXMARK,D/MLine,ThermalandLASER products.
 Extensive knowledgeofPOS solutions from NCR,PAR,RDS,MICROS,DELL,TEXAS DIGITAL,
OaSYS.
 Networking supportfor:DSL,Dialup,DATAPAC,LAN, PPPoE,WAN,TCP/IP,VPN,
 Hardwareincluding TELCOandtelecomm gear, Debitterminals. UPS.
S/W Knowledge Base
 Supporting BIOS,DOS,Windows,NT/XP/Vista/7 /8,MicrosoftOffice,IExplorer,Email,UNIX,Lotus
notes...
 7+ yrs.Supporting HospitalityBoH S/W:Bistro,BOSS,Compris,HSI,Micros,NCR,RDS.
 ConnectivityApps:CITRIX,Extra Enterprise, PcAnywhere,RemoteWare,Shiva,NT/XP RAS,
RemoteDesktop,VNC.
 Certified inHelp Desk tools AsteaD1, RemedyVer.3.2,4.5,GEMS 512,Powerhelp.
Employer
Experience
1987–1990
SkyCharter Ltd. Pearson Airport
Executive Assistant To The President / Ground - Hangar Operations Manager
Full time
Scope
 Manage 7x24 ground operations for leading Fixed Based Operator: aircraft ground movement,
hangars, facilities, refueling, ground equipment maintenance and security.
 Managed ground crew of 20, responsible for all staffing, training and supervision.
 Customerfocusedposition dealingwithFortune500corporateaircraft, aircrews, executives, VIP’s.
Provide the highest level of service to FBO clientele and flight crew while adhering to company
policy.
 Supervise grooming of our fleet of 8 corporate jets. Comprising of Lear 25b, Falcon 10, & 20
 Ensure compliance with all WHIMIS, Health & Safety, Labour, Federal and GTAA regulations.
 Managed operations of 60,000 litrejetfuelbulk storagetank facilityensuring a constantandsafefuel
supply and compliance with all Federal MoT and MoE regulations.
 Kept accurate billing records of aircraft movements, fuel sales, catering etc.
 Purchasing of: aircraftfuels,catering,ground equipment & supplies, P& L control and reporting.

4. Wayne Waldvogel
4 | P a g e
3303 RedPath Circle
Mississauga, ON
L5N 8R3
CELL: 905-828-6934
wwaldvogel@rogers.com
Cover letter attach to EOFd
Employer
Experience
1981–1986
Good Year Canada Ltd.
L2 Radial Tire Builder / Trainer.
Full time
Scope
 Radial Tire builder – Final Assembly Operation - R2 production machine.
 Was specially selected to attend a 3 week L2 tire builder qualification course
 Passed the L2 qualification course with a near perfect score of 99%
 Produced 1 tire every 25 to 35 seconds for 12 hrs shift on a piece work basis
 Consistently produce 800 - 1000 tires per 12 hour shift
 Maintain less than .005% rejected or scrap tires in order to keep L2 builders qualification
 Worked around tire L2 tire finishing machine, very capable of causing serious injury or death
 Moved in excess of 200,000 Lbs of material by hand in a 12 hr shift
 I still have rubber I got injected into my as a reminder of my time at Good Year
Post
Education
1991–1993
Sheridan College Oakville Campus
 Computer Programmer / Analyst & Computer Science.
 General Arts and Science.
Past and
Current
Affiliations
 Conference Host & Organizer - 2001 International Costello Syndrome Support Group
– Bi -Yearly Conference – Toronto, On.
 International Costello Syndrome Support Group - Manchester, England.
 Parent Advisor - Halton Peel Regional Health Board for Children with Technological
Dependence and Complex Care Needs - Mississauga, Canada.
 Family Advocate – Hospital for Sick Children – Toronto On.
 Membertou Band Council, Membertou Reserve, N.S.
 Brampton Flying Club, Cheltenham, On
 RAA - Recreational Aircraft Association - Canada

5. Wayne Waldvogel
5 | P a g e
3303 RedPath Circle
Mississauga, ON
L5N 8R3
CELL: 905-828-6934
wwaldvogel@rogers.com
Cover letter attach to EOFd
Dear Sir / Madam
I’m a Aboriginal “Status Indian” of the Mi’kmaq 1st
nation from Cape Breton N.S currently living off-reserve in
Mississauga for the last30 years. My mother is a residential school survivor,and I get my “strength” directly from her
teachings. I’m recently laid off after 18 years of service from NCR Canada Ltd, a 100 year old multinational IT/TECH
provider and at one time the world’s 2nd
largest computer company 2nd
only to IBM. Where I developed procedures
for and was team lead on the National Service call centre “Helpdesk” for all contracted helpdesk services sold by
NCR. I was one of the first 2 people hired in Canada in 1995 to startup the helpdesk in Canada and remained there
until I was Laid-off in 2009
I’m actively seeking a new path to journey. I’ve made a successful career in both IT and business by merging my
Aboriginal culture & teachings with Western culture & education to develop a unique perspective in both my business
and personal life.
My extensive technical training and knowledge, - encompassing over 20 years of IT / Desktop / Laptop / Server /
Technical Support / Sales and documentation in the Helpdesk & Tech Support services - would make me an ideal
candidate for your organization.
My overall experiences include both B2B and customer facing within the Retail “Point of
Sale” and Financial Services “ATM Banking machine” channels. I have championed many successful special
projects and tasks in both a lead and participant role as well. I was actively involved in the first successful
implementation and roll out of SAP in a retail POS environment in Canada for a major Ontario retailer, Y2K
conversion projects, etc….
I function well in high stress environments. I’m capable of working on multiple tasks while maintaining the ability to
rapidly absorb information in real-time, analyze it and develop strategies for positive result in each task. I’m
completely at ease working in both office and virtual settings and I have the proven disciplin e to be productive in a
virtual home office setting for an extended period of time. I’m used to being on-call and working a rotating shift
schedule as a requirement of the support delivery channel.
Professionally, I have extensive and comprehensive Technical, Management and Customer Service experience as
listed on my CV. Equally important I bring excellent documentation, communication and listening skills and bring
significant management and leadership training and experience which may be of benefit to your organization.
I was singularly responsible for creating the majority of the Helpdesk documentation and training of new team
members while I was one of the 2 team leads at NCR, While at NCR I was one of 2 individuals selected by upper
management to start up the Canadian Helpdesk Operations, in 1995, where I remained as a Team Lead and
Knowledge Champion for all Retail Helpdesk SLA’s until I was laid off in a mass lay-off in 2009 after the recession
devastated NCR’s business. I help Build the helpdesk from a staff of 2 in 1995 to over 150 in 2009, were we support
every major fastfood restaurant across Canada, CARA house brands, MacDonald’s, Burger king, The Beer Store…
we were called ourselves the “Beer and Burger Helpdesk”
At SkyCharter; I made the transition from Aircraft Refueler to Executive Assistantand Manager of Ground Operations
and Facilities, in 3 months. I was singularly responsible for all staffing and scheduling requirements, of 16 ramp
agents, to operate a 7x24 FBO Facility at Toronto Pearson’s Airport (CYYZ) general aviation ramp. I had direct face
to face interactions with very exclusive and demanding clientele flying in from all around the world. I was responsible
for the safe movement of their multimillion dollar aircraft while providing them and their flight crew with “red carpet”
service while they visited at SkyCharter’s FBO. I was responsible for maintaining the safe operation of SkyCharter
private Bulk Fuel storage farm, with capacity for 100,000 litres of jet and Avgas. I had to ensure the fuel meet all
Transport Canada minimum fuel standards on a daily basis ensuring the safe operation of SkyCharter’s fleet of
aircraft and, any aircraft that purchased fuel from SkyCharter. This was a very serious responsibility with very tragi c
outcomes should had I ever made a mistake; it had to be 100% perfect all the time, no deviation, no exceptions. I
believe this is where my drive for perfection comes from.
My Personal experiences I’ve had are truly unique to me, and have definitely had an major impact on both my
personality, my perspective, and my journey in life which you will not find in any other candidate you will interview. I
say that with confidence…not arrogance. I’ll be brief but allow me to qualify that statement
A little bit about me…
I’m separated, with 3 grown children. My youngest has an extremely rare genetic disorder called “COSTELLO
SYNDROME” less than 500 cases worldwide. This required me to learn a forced medical education to do such things

6. Wayne Waldvogel
6 | P a g e
3303 RedPath Circle
Mississauga, ON
L5N 8R3
CELL: 905-828-6934
wwaldvogel@rogers.com
Cover letter attach to EOFd
as trachea tube changes, Feed tube care, stoma care, perform IV injections, and become CPR qualified before I
could even bring her home from the hospital. I lived with nurses in my home 24 hrs a day for 3 years. All the while I
was able to maintain a successful professional career, raise 2 other children while tending to a; “Medically Fragile &
TechnologicallyDepend Child” constant 24 hr medial demands when she was younger. I had to become an expert
negotiator when dealing with all levels of the government up and including the Minister of Health for Ontario who I
had a private sitting with, in order to get the resources allocated to my family in order to take care of our unique
situation. Thankfully she has been in remission for nearly a decade now and I can say with great pride that my
greatest life accomplishment is seeing her Happy & thriving today as a young adult. My Aboriginal teachings and
Western education have combined to help me survive this and all the challenges I faced.
I perform volunteer work: for recently diagnosed families ofchildren with Costello Syndrome which are referred to me
thru Sick kid’s hospital in Toronto, I act as a family advocate assisting families negotiate the complexities of dealing
with the government and medical community when seeking care for their child and I’m currently writing a book. For
hobbies I’m active in aviation and previously I Co-built a 2 person advanced ultra light airplane from a kit over a
period of 3 years which successfully flew.
These Life experiences have forever changed the person I was, thankfully I have evolved into a much better human
being,and have incorporate manyof the skills I learned while dealing with my daughter illness into my professional
life, becoming a much more effective professional.
I’m available for an immediate start date. I’m available for travel and would consider possible relocation under the
right conditions. In particular back to Cape Breton. I know I could integrate my work and life experience into a new
career with your company whether it is large or small.
I would like to discuss this and ANY position you feel may utilize my training and experience.
Thank you for taking the time consider myapplication and review my resume and cover letter, I look forward to future
communications from you to discuss your companies opportunity further.
Welalin (Means - Thank you - in my Mi’kmaq language)
Wayne Waldvogel
wwaldvogel@rogers.com
905 828-6934