Work Experience

Volt VMC LTD, Ottawa ON

• Quality Audit Agent. Mar ’11 – Nov ’11
  Duties: performed audits on agents’ calls/tickets, gave and recorded audit scores for every agent, coached agents on any shortcomings. Continued duties as below.
• Assistant Agent Trainer. Feb ’11 – Nov ’11
  Duties: trained agents in new procedures and issues. Researched new applications, created information documents and distributed to agents. Assisted in training new hires. Continued duties as below.
• Floor Support. Jan ’11 – Nov ’11
  Duties: assisted agents troubleshooting client issues by offering advice and researching issues. Continued duties as below.
• Technical Support Agent. Sept ’10 – Nov ’11
  Duties: first level technical support for all North American Pfizer employees. Took inbound support calls by phone and email, solved technical issues or escalated issue to appropriate local or product-specific support team. Supported applications included Active Directory, Adobe Acrobat (both alone and integrated within other applications), CAD (and similar), Citrix, Enterprise level Blackberry and iPhone, HP ServiceCenter, Micosoft Office Suite, P-Sync Password Management, Novell, NT user accounts, Remote Desktop (and similar), RSA SecurID Virtual Private Network accounts (L1 and L2 administration, including creation of new secure accounts), SAP, Windows XP (setting changes, application install/removal, crashes/kernel panics), as well as a myriad of hardware issues.

BMO Bank of Montreal, Lower Sackville NS

• Part-time Customer Service Representative. Oct ’09 – Aug ’10
  Duties: helped clients with daily retail banking while actively listening for sales/service opportunities. Managed extra coin deposits and withdrawals (usually for small businesses).  

Corporate Research Associates, Halifax NS

• Data Entry Agent. June ’09 – July ’09
  Duties: entered survey data into a computer database using SPSS, coordinated with other data entry agents. Proofread data-sets and infographic charts prepared in Microsoft Office Suite for presentation and distribution.

Pets Unlimited, Halifax NS

• Retail Clerk. July ’08 – Aug ’10
  Duties: Assisted customers with questions about various pet-care products and techniques. Helped new customers learn about different pets and how to properly care for them, and built rapport with repeat customers. Focused mainly with fish, reptiles and arthropods, but worked with all animals. Stocked shelves, received shipments, kept inventory count. Provided constant care for dozens of animal species.

AOL Services Canada, Moncton NB

• Customer Care Consultant. June ’07 – Nov ’07
  Duties: took incoming calls from US based clients and performed troubleshooting for Windows-based AOL software products.

McDonald’s Restaurant, Moncton NB

• Crew-leader. 2004 – Aug ’06
  Duties: junior management position. Managed crew-members, supervised daily production schedule. Continued duties as below.
• Crew-trainer. 2002 – Aug ’06
  Duties: trained new hires. Kept informed with new procedures and trained crew-members on them. Continued duties as below.
• Crew-member. June ’01 – Aug ’06
  Duties: took customer orders and prepared food. Also performed stock (receiving and storing) and maintenance duties (lot checks, taking out garbage, cleaning tables, sanitizing equipment).

Computer Skills

• Very familiar and experienced with a wide range of consumer and business applications: MS Office Suite, Novell, SAP.
• Have used a variety of programming and markup languages: (X)HTML, CSS, PHP, JavaScript, C++, Assembly, Java, Basic. Developed user-facing and back-end web-based systems.

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