Technical Support Advisor
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Personally, I am an individual who is always working with technology to help others. What motivates me is being able to successfully support and guide my customer and being able to see the satisfaction of those I assist. I speak directly to customers when they are having any issues and being able to experience their gratitude because of my help is what truly motivates me
Rogers Communications – Technical Analysts/Support Ignite Internet, TV, Home Phone (April 2021-
▪ Work with multiple departments to resolve technical tickets in a timely manner resulting in
▪ faster resolution rates and decreasing client follow up or repeated cases
▪ Manage and solve multiple tickets at a time within my department
▪ Analyzing RF signals and RSSI signals of devices on a network
▪ Conduct troubleshooting for wireless devices and connectivity with Wi-Fi 6E technology
▪ Assist remotely with network set up and configurations, such as port forwarding, band steering 5GHz and 2.4GHz Wi-Fi
▪ Assist with Email setup and management, resetting passwords creating accounts, filters,
contacts, 3rd party application set up
Transcom – Technical Support Advisor Apple iOS (February 2019-January 2021)
▪ Completed troubleshooting for iOS devices, iPads, iPhones, iPods etc. Setting up iOS devices/iCloud accounts and functionality
▪ Screen shared and guided clients to solve their iOS issues
▪ Managed user accounts by assisting clients with resetting credentials and personal information
▪ Interacted with customers on calls with expectation to handle and deescalate intense situations
▪ Detailed logging of case issues and instructions taken during troubleshooting
Computer Engineering Technology - Sheridan College Institute of Technology
September 2018 – April 2021
▪ Application development/programming in Java, Python, C, C++
▪ SQL database development
▪ Machine Learning development using databases and Python programming
▪ Network TCP/IP network configurations
