Analyst

• Aug 2020 - Present

Co Pilot Customer Expereince Lab

• Jul 2017 - Aug 2020

Inbound Customer Service Representative

• Nov 2010 - Aug 2020

Support Analyst - Special Projects

• Feb 2015 - Jul 2015

Web Content Analyst - Special Projects

• Apr 2013 - Jan 2015

Customer Service Agent

• Oct 2008 - Oct 2010

Awarded as one of the top performing senior customer service agent while maintaining excellent quality and sales for RBC Royal Bank visa product, verification and processing of weekly sales, providing excellent customer service for Spin Master (Air Hogs children’s toys) during festive season of Christmas Awarded as one of the top performing senior customer service agent while maintaining excellent quality and sales for RBC Royal Bank visa product, verification and processing of weekly sales, providing excellent customer service for Spin Master (Air Hogs children’s toys) during festive season of Christmas

Customer Service Consultant

• 2008 - 2008

IT Consultant/Administrator

• 2004 - 2008

Manage Microsoft Server 2003 File Server and assign folder permissions to workstation users, manage network printers, setup scanners, updated drivers, installed software and replaced faulty hardware, configure email accounts with Eudora email softward client and routine backups, provided on site troubleshooting Manage Microsoft Server 2003 File Server and assign folder permissions to workstation users, manage network printers, setup scanners, updated drivers, installed software and replaced faulty hardware, configure email accounts with Eudora email softward client and routine backups, provided on site troubleshooting

IT Administrator

• Jul 2005 - Oct 2007

Design Network and System layouts for new branch offices, in charge of IT purchasing and budgeting, monitor and maintain various types of servers, perform daily server backups and recovery, manage Active Directory and Exchange, CISCO IP phone systems management with service/vendor provider, organize and maintain IT inventory, create and enforce strict security policies, initiate meetings with suppliers for new technology projects, interview IT Support Staff, educate employees about technology and software, support custom applications, mobile device support and administration, group anti-virus policies and implementations, firewall management Show less

IT Technician/Support

• Jun 2002 - Jun 2005

Provided accurate hardware and software troubleshooting to remote customers, maintained detailed case notes for all support instances, placed orders for failed components, provided clients with superior customer service by fully understanding their issues, provided over the phone and onsite second level technical support, setup and maintained network printers, configured new workstations for deployment, setup scanners and digital projection equipment, updated drivers, installed software, updated drivers, firmware and operating systems and replaced faulty hardware, educated teammates on common issue solutions and new technology Show less

Web GUI Designer

• Jun 2000 - Jul 2001

- Lead and coordinate a cross functional software design team for each web project and maintaining a goal oriented environment to meet deadlines for key projects - Optimization of original site graphics and navigating elements for the software development team as per database requirements - Perform usability testing and synthesize data into concrete GUI design proposals and upload to live server - Intranet development section wise and meet required targets for successful deployment - Liaison directly with clients over live chat to update GUI designs and layouts Show less