Phillip Boucher

Phillip Boucher CESsr, GMR, CTT, CSS 5499 Ontario Ave., Unit #3 Niagara Falls, Ontario L2E 3S4 Home:- Email:-______________________________________________________________________________ PERSONAL INFORMATION I am a self-identifying Métis and a member of the Anishinabek Solutrean Metis Indigenous Nation, P.O. Box 100 South River Ontario,  P0A 1X0 -, ext. 122 http://www.anishinabeksolutreanmetis.com/index.html Writing Skills, Experience, and Specialties Writing since 1986 Freelance writer, author, copywriter, and ghostwriter for all types of media and topics such as books, articles, reports, brochures, policy/procedure manuals, owner manuals, newsletters, websites, blogs, ads, etc. Specialize in communicating highly technical information to the general reading public Specialty topics: Technical Copywriting; Analogue Two-way Radio; Slot Machine Addiction and Responsible Gambling Major Published Works Author of the self-published fantasy novel DRAGONSTOEN (https://www.amazon.com/DRAGONSTOEN-Phillip-J-Boucher-ebook/dp/B08BTSVK3W) Author of the Native supernatural novel TATTONVILLE published by Dark Moon Press (http://www.darkmoonpress.com/product/tattonville/) Recently ghost written two eBooks, one on financial management and one on real estate investing Long-time columnist (Fresh On The Air) for The Canadian Amateur magazine (https://wp.rac.ca/wp-content/uploads/2018/12/January-February2019_TOC.pdf) Website copy for various companies and agencies including product descriptions for Acklands-Grainger website and print catalogue, and Powerball.ca (as William Monroe - https://www.powerball.ca/news/private-lotteries; https://www.powerball.ca/news/gambling-perception-lotteries-vs-slot-machines) Books: “Slot Machines: Fun Machines or Tax Machines?”, “The Complete Guide to Canada’s General Mobile Radio Service”, “The Almost Complete Guide to Yaesu’s VX-6R”, and “How to Get Great Customer Service” Three fantasy short stories published by Necrology Shorts (www.necrologyshorts.com) How to Select and Brew Great Tea; article for Chatelaine Three editions of The Toronto Scanner Directory Skills and Experience: Staff Training Administrative support Supervisory experience Good keyboarding skills (40-45 WPM) Audit, Compliance, and Regulatory Research/Investigation/Analysis/Reporting Experience interpreting legislation, regulations, policies and regulatory requirements Gaming Industry, Slot Machine Expert, Call Centre, and Technical Support/Troubleshooting Excellent customer service, interpersonal, written, and verbal skills Labour Relations experience as a Union Steward: 10 plus years at Bell Canada (CWC-Communications Workers of Canada, CTEA-Canadian Telephone Employee’s Association) and 9 months at OLG Slots at Georgian Downs (United Steelworkers) Excellent knowledge of analogue two-way radio systems and equipment Proficient in using computers Proficient in Microsoft Office programs, Outlook, Lotus, Internet browsers, and can learn third party computer programs Can work independently and in a team environment Highly organized, time management and detail oriented Can multitask and meet deadlines Certificates and Licenses: Certified Customer Service Specialist, CSS (Electronics Technician Association International) Senior Certified Electronics Technician CESsr (Electronics Technician Association International) Certified Communications Technology Technician (Radio communications), CTT (Electronics Technician Association International) Certified Gaming Machine Repairperson GMR (Niagara College) Certified Radio Operator Restricted in Land Mobile, Maritime, and Aeronautical Radio communications (Government of Canada) Amateur Radio License VE3BOC (Government of Canada) ______________________________________________________________________________ EDUCATIONAL BACKGROUND SSGD - Secondary School Graduation Diploma Niagara College - Gaming Machine Repairperson; Ontario SuperHost Two semesters of an electronics engineering course, Electronics – Consumer Applications, at Mohawk College (which I left in the middle of the third semester for the Niagara College course), maintaining a B average mark ______________________________________________________________________________ WORK EXPERIENCE June 5, 2017 to September 30, 2020 Accenture – Thorold, ON Customer Service Representative -Provide moving and billing support to customers of an Ontario natural gas service provider -Take incoming calls and use effective questioning to ascertain details to provide service -Search electronics records for account and premis information -Interpret information found -Set up and schedule gas service move-ins and move-outs, provide information, and escalate call as required September 6, 2016 to May 29, 2017 Minacs/Concentrix – Niagara Falls, ON Customer Service Representative -Provide billing, account, and account security support to customers of one of the world’s largest computer firms -Take incoming calls and use effective questioning to ascertain exact issue customer is having -Search electronics records for account and purchasing information -Interpret information found -Provide information, issue refunds, give instructions, or escalate call as required 1986 to Present Phillip J. Boucher Freelance writer and author; Slot Machine Addiction and Responsible Gambling consultant Dec 15, 2014 to Sep 18, 2015 OLG Slots at Georgian Downs, Innisfil, ON Union Steward – United Steelworkers -Attended disciplinary and investigative meetings between management and members during shifts -Recorded meetings and prevented management from using intimidation tactics against members -Prepared grievance documents with members and presented grievances to management -Kept on top of deadlines for submitting grievances, receiving decisions back from management, and getting members to make decisions of action before end of deadlines -Advised members on pros and cons of accepting or rejecting management offers or decisions based on the members’ best interests -Advised employees about their rights according to Ontario Labour laws and the collective agreement and provided interpretations of the collective agreement to members June 15, 2009 to November 25, 2015 OLG Slots at Georgian Downs, Innisfil, ON Slot Machine Technician -Install, set-up, maintain, and repair all slot and video machines and related peripheral hardware and software; follow aspects of internal, external, and Alcohol and Gaming Commission of Ontario policies, procedures, and controls -Provide information and answer questions from customers regarding general electronic gaming machine operation and play, and explain game play rules and paytables as requested -Verify all Shift Manager and AGCO level Jackpots -Work closely with all Slot Operations and site staff, including Electronic Gaming Enforcement Officer -Perform various audits of electronic gaming machines and equipment as required due to issues encountered or as directed by manufacturers, slot department managers, or AGCO, and maintain detailed records of audit results and procedures taken to correct problems found -Sign for and maintain proper control of all cash and designated sensitive gaming parts used for machine testing and repair -Installed, set up, and tested various slot machine platforms for Georgian’s one thousand game expansion Oct 12, 2007 to June 11, 2009 OLG Slots at Sudbury Downs – Sudbury ON Slot Machine Technician -Install, set-up, maintain, and repair all slot and video machines and related peripheral hardware and software; follow aspects of internal, external, and Alcohol and Gaming Commission of Ontario policies, procedures, and controls -Provide information and answer questions from customers regarding general electronic gaming machine operation and play, and explain game play rules and paytables as requested -Verify all Shift Manager and AGCO level Jackpots -Work closely with all Slot Operations and site staff, including Electronic Gaming Enforcement Officer -Perform various audits of electronic gaming machines and equipment as required due to issues encountered or as directed by manufacturers, slot department managers, or AGCO, and maintain detailed records of audit results and procedures taken to correct problems found -Sign for and maintain proper control of all cash and designated sensitive gaming parts used for machine testing and repair Dec 9, 1996 to June 1, 2007 Casino Niagara/Niagara Fallsview Casino Resort - Niagara Falls, ON Slot Machine Technician -Install, set-up, maintain, and repair all slot and video machines and related peripheral hardware and software; follow aspects of internal, external, and AGCO policies, procedures, and controls -Provide information and answer questions from customers regarding general electronic gaming machine operation and play, and explain game play rules and paytables as requested -Work closely with Slot Operation staff, supervisors, and managers especially in the investigation and completion of customer concerns and disputes, and with other site staff including Electronic Gaming Enforcement Officers and AGCO/OPP -Lead technician in the investigation of Slot Department Hard Count/Soft Count/Progressive Slot Machine Variance reports; implemented and developed guidelines, procedures, forms, databases, initiatives, and reports for variance investigation -Periodically train new Slot Technician hires in job duties, and train all Slot Technicians in variance investigation procedures and techniques; provide training reports, feedback, and recommendations to management -Perform various audits of electronic gaming machines and equipment as required due to issues encountered or as directed by manufacturers, slot department managers, or AGCO, and maintain detailed records of audit results and procedures taken to correct problems found -Sign for and maintain proper control of all cash and designated sensitive gaming parts used for machine testing and repair Aug 26, 1996 to Dec 9, 1996 Casino Niagara - Niagara Falls, ON SDS Administrator -Project Manager for, and successfully completed, installation and implementation of Bally SDS Slot Data System for Casino Niagara during pre-opening -Work closely with Bally Systems Project Manager and technicians in hardware/software procurement, delivery, installation, setup, and testing -Supervise and train Slot Technicians in job duties of preparing, installing, and testing slot machines and peripherals -Control the signing in and out of keys, tokens, and cash for machine testing and maintaining accurate records of all transactions -Supervise and train Slot Operations personal in the installation, wiring, and testing of slot bases and machine SDS hardware and software -Responsible for set-up, control, and security of mock slot area during pre-opening -Provide maps and technical information to surveillance department for camera planning; assist Bally technician with installation of SDS wiring in surveillance office 1994 to August 22, 1996 Niagara College – Niagara Falls, ON Student - Attend Slot Machine course at Niagara College becoming a Certified Gaming Machine Repairperson Mohawk College – Hamilton, ON Student -Attend electronics engineering course for one and one half semester. Transferred to Slot Machine course above 1993 to 1994 Databank Technical - Toronto, ON Senior Technician Support and Services -Testing, calibration, and verification of radio communication antenna and RF transmission equipment -Troubleshooting, repair, modification and prototyping of antenna and RF systems -Client interfaces and technical support -Company technical representative at industry trade shows and company liaison at Armed Forces Communications and Electronics Association meetings 1982 to 1993 Bell Canada – Toronto and Etobicoke ON Union Steward – CWC and CTEA (Communications Workers of Canada and the Canadian Telephone Employees Association) -Attended disciplinary and investigative meetings between management and members during shifts -Recorded meetings and prevented management from using intimidation tactics against members -Prepared grievance documents with members and presented grievances to management -Kept on top of deadlines for submitting grievances, receiving decisions back from management, and getting members to make decisions of action before end of deadlines -Advised members on pros and cons of accepting or rejecting management offers or decisions based on the members’ best interests -Advised employees about their rights according to Ontario Labour laws and the collective agreement and provided interpretations of the collective agreement to members 1991 to 1993 Bell Canada - Etobicoke, ON Technical Repair Clerk/Dual Rate In-Charge Supervisor -Receive incoming inquiries for telephone problems; troubleshoot line during call, including questioning customer in regard to problems encountered -If problem could not be resolved on-line, to arrange the visit of an outside repairperson to troubleshoot problem on site -Educate and train customers on the use of company services and equipment -Dual Rate In-charge Supervisor on a regular basis when In-charge Supervisors were off or unavailable 1988 to 1991 Bell Canada - Toronto, ON Service Compliance Analyst -Remotely monitor and audit internal and external telephone calls for proper function of Bell Canada switching and related equipment in compliance with CRTC rules and regulations; investigate any discrepancies that deviate from accepted standards, internal policies and procedures, and government compliance -Remotely monitor and audit calls to Operator Services for compliance with internal policies and procedures related to the job function and with CRTC rules and regulations. After calls, do thorough investigations and research to determine if information provided by Operator Services was correct, and complete -Report on findings to internal Bell and required CRTC departments highlighting failures in compliance and audited discrepancies, and provide recommendations for correction -Perform on a rotational basis with other Analysts all office clerical functions including scheduling, payroll, administrative tasks, and supervisory duties including maintaining files, photocopying, and typing memos, letters, and reports, and providing administrative support to departmental Manager -Creator, editor, and contributor for the Bell internal Service Analysis Newsletter 1979 to 1988 and 1991 Bell Canada - Toronto/Etobicoke, ON Directory Assistance Operator/Dual Rate In-Charge Supervisor -Receive incoming inquiries for telephone numbers and related information, ascertain proper person, company, government agency requested, look up information in paper records and computer databases, and provide required information back to customer in a timely and efficient manner - Dual Rate In-charge Supervisor on a regular basis when In-charge Supervisors were off or unavailable ______________________________________________________________________________ SOCIAL ACTIVITIES I enjoy time with my family, reading a diverse range of non-fiction material, and am involved in the Amateur Radio hobby. _____________________________________________________________________________ REFERENCES AVAILABLE UPON REQUEST