Customer Service Technician Support

• Sep 2021 - Present

Client Systems Administrator

• Aug 2021 - Present

Technical Support Specialist

• May 2019 - Jul 2021

• Provide excellent customer service• Identifying hardware and software solutions.• Troubleshooting technical issues.• Diagnosing and repairing faults.• Resolving network issues.• Installing and configuring hardware and software.• Speaking to customers to quickly get to the root of their problem.• Providing timely and accurate customer feedback.• Talking customers through a series of actions to resolve a problem.• Following up with clients to ensure the problem is resolved.• Replacing or repairing the necessary parts.• Supporting the roll-out of new applications.• Providing support in the form of procedural documentation.• Managing multiple cases at one time.• Testing and evaluating new technologies.

Technical Support Specialist

• May 2019 - May 2019

Install and Repair Technician

• Mar 2017 - May 2019

• Providing unparalleled customer service excellence • Installing residential and business Copper and Fiber voice & data services and applications. Other installation and repair functions as assigned • Trace and locate appropriate telecommunications links • Explain and discuss details regarding progress, issues, and applicable charges • Promote products and services when appropriate • Operate equipment and vehicle in a safe manner • Ensure vehicle and test equipment are maintained in excellent working condition • Trouble shoot technical issues swiftly and accurately • Work indoors and outdoors at customer locations • Provide customers with information on job status • Responsible for Admin Task, Including: Prepare time and expense reports• Perform other duties as requested, directed or assigned • Enhancing Organization reputation by accepting ownership for accomplishing requests and exploring opportunities to add value to job accomplishments

Technical Support Representative

• Feb 2016 - May 2019

Provide customer support and technical issue resolution via phone, E-mail and other electronic medium. Provide training to external/internal customers in the use of SEON Design systems. Configuration of customer equipment to connect to SEON Design systems. Ability to provide excellent customer service in all situations. Ability to communicate technical terms in a non-technical format that our customers can understand for troubleshooting purposes. Provide customer support and technical issue resolution via phone, E-mail and other electronic medium. Provide training to external/internal customers in the use of SEON Design systems. Configuration of customer equipment to connect to SEON Design systems. Ability to provide excellent customer service in all situations. Ability to communicate technical terms in a non-technical format that our customers can understand for troubleshooting purposes.

Technical Support Analyst

• Feb 2015 - Feb 2016

Determining requirements by working with customers. Answering inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Fulfilling requests by clarifying desired information; completing transactions; forwarding requests. Maintains call center database by entering information. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Tow Truck Operator

• Sep 2014 - Feb 2015

Supervisor - Technical Support

• 2012 - 2014

Lead and support a team of 10 to 40 Agents by providing ongoing coaching,support and feedback to ensure daily objectives are met Oversee Recruitment and Selection process Motivate and support employees to ensure optimum engagement levels Oversee Performance management process for team (coaching, reviews, progressive discipline) Communicate departmental targets and follow up accordingly Develop and implement company processes to achieve company goal Identify training requirements to achieve maximum results Assist in resolving escalated customer situations Develop effective ways to raise sales levels while ensuring exceptional customer experience

Business Owner

• Aug 2009 - Nov 2011

Owner/Operator of On Premise Wine Making Owner/Operator of On Premise Wine Making

Western Canada IT Manger

• Oct 2007 - Aug 2009

Support Desktop Users. Network Administration. Repair and Maintenance of Hardware. Oversee and Co-ordinate with Contractors and Off Site Vendors Support Desktop Users. Network Administration. Repair and Maintenance of Hardware. Oversee and Co-ordinate with Contractors and Off Site Vendors

National Manager

• May 2002 - Oct 2007

Developed Geek Squad Program for Canada. Hiring and Performance Reviews of Geek Squad Agents. Developed Geek Squad Retail and Service Stores. Opened 6 Geek Squad Stores in Canada. Training of Best Buy and Future shop Staff to sell Geek Squad Services. Developed Training Materials for Geek Squad Stores Delivered Training for Geek Squad Store Agents Provided Customer Experience Dealt with all Customer Escalations Nationally Developed Geek Squad Program for Canada. Hiring and Performance Reviews of Geek Squad Agents. Developed Geek Squad Retail and Service Stores. Opened 6 Geek Squad Stores in Canada. Training of Best Buy and Future shop Staff to sell Geek Squad Services. Developed Training Materials for Geek Squad Stores Delivered Training for Geek Squad Store Agents Provided Customer Experience Dealt with all Customer Escalations Nationally

Paramedic

• Jan 1993 - May 2002

Care and Transport of the Sick and Injured. Unit Chief of Lions Bay Ambulance Station Supervising 30+ Paramedics Care and Transport of the Sick and Injured. Unit Chief of Lions Bay Ambulance Station Supervising 30+ Paramedics

Paid On Call Firefighter

• Jan 1993 - Oct 1995

Fire Suppression Motor Vehicle Accident Extrication Team Fire Suppression Motor Vehicle Accident Extrication Team