Curriculum Vitae
Professional Summary
Dedicated and highly accomplished Technical Support Specialist with 26 years of experience delivering world-class customer service and technical resolution for major Canadian brands. Expert in managing complex global infrastructures (2000+ nodes) and resolving high-tier technical escalations with a 65% First-Call Resolution (FCR) rate and a 71% Net Promoter Score (NPS). Proven ability to lead distributed teams in hybrid and remote environments using Jira, ServiceNow, and Confluence to maintain seamless 24/7 operations.
Hard Skills: Linux System Administration, Cybersecurity Monitoring, Python, Bash, NOC Operations, Windows, PHP, HTML, CSS, C#, Java, JavaScript, XML, Network Infrastructure, System Upgrades, Software Deployment.
Soft Skills: Conflict Resolution, Customer Retention, Peer Mentoring, Negotiation, Troubleshooting, Technical Training, Analytical Thinking, Adaptability, Strategic Planning, Problem Solving, Collaboration, Communication.
Work Experience
Technical Support Representative — Cogeco Connexions
2021 – 2026 • Burlington, ON (Remote)- Exceeded all monthly performance benchmarks, achieving a 65% FCR rate and a 71% NPS, leading to an accelerated promotion to Tier 2 support.
- Mentored and coached Tier 1 agents on advanced troubleshooting and conflict resolution, helping managers standardize team-wide service protocols and resolution efficiency.
- Selected for high-impact pilot programs including cable migration and cellular support.
NOC Analyst / Linux System Administrator — eSentire
2017 – 2020 • Waterloo, ON (Hybrid)- Engineered a custom toolkit solution that streamlined daily operations for a 2000+ node cybersecurity infrastructure, significantly increasing team-wide productivity and monitoring accuracy.
- Coordinated large-scale system upgrades and software deployments within a high-pressure NOC, utilizing Jira and Confluence to maintain maximum uptime.
- Optimized incident response by authoring and updating complex knowledge base articles, ensuring the technical team remained aligned during critical network incidents.
Customer Service Professional — Superior Propane
2008 – 2017 • Guelph, ON- Developed a custom logistics tracking and delivery estimation tool adopted for company-wide use to improve planning and customer service accuracy.
- Served as Project Lead for successful after-hours inspection and barge projects, managing complex logistics and resource allocation.
- Designed information portal and administered departmental SharePoint site for daily delivery updates and knowledge articles.
Client Service Representative (Group Retirement Services) — Sun Life Financial
2007 – 2008 • Waterloo, ON- Exceeded departmental quality standards and assessed as “world class” by third-party SQM, influencing call standards with first call resolution methodology.
- Designed Job Fair stand and collateral promoting department and job position.
Knowledge and Quality Analyst (Customer Service) — Rogers Communications
2002 – 2007 • Kitchener, ON- Promoted to key positions including call quality analyst, knowledge analyst, and consolidated services retention and sales.
- Developed and implemented a web-based self-study system and leader’s guide material used to teach call center employees how to use the knowledge management tool.
- Conducted calibration sessions to communicate quality standards and gather process feedback.
Education
Computer Programmer / Analyst (Co-op) — Conestoga College
2010 – 2013 • Kitchener, ON- Academic Excellence: Graduated with the top class mark overall and earned a recurring spot on the President’s Honour List.
- Scholastic Achievement Awards: Recipient of awards for excellence in Systems Analysis, Design, and Business courses.
- Leadership: Selected as Project Lead for the Capstone Project, managing the end-to-end development cycle for the final technical milestone.
