Stephen Vass
Customer Service Engineer
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About
Dynamic IT Support and Infrastructure Professional with over 12 years of experience in technical support and process management, expert in and performance management. Key achievements include implementing processes that saved over $100,000 annually at Coreio Inc. and leading a support team for Canada Post that resulted in improved operational efficiency. Seeking a Supervisor, IT Support position at Skilled Trades Ontario, where I bring my technical support and team leadership skills to support your mission of delivering high-quality support and continuous improvement in IT operations.
Experience
Customer Service Engineer - PEOPLETOGO - Markham, Ontario
(2008)
- Increased warranty delivery efficiency by 60% through standardized procedures.
- Licensed on all DELL products, including servers, laptops, and desktops.
- Conducted Root Cause Analysis to identify systemic production problems and compiled detailed reports on findings.
- Trained new employees on warranty processes and provided technical support on warranty policies.
- Assisted with new product development by identifying design flaws and evaluating competitive products for valuable features.
Owner E Commerce Company - DIESELMODS INC - Caledon East Ontario
(2007 - 2024)
- Ran an online diesel performance parts business including import and export from various countries around the world including the United States, Hungary.
Level 3 Support - SCI LOGISTICS (First Team Transport) - Mississauga, Ontario
(2019 - 2022)
- Improved service efficiency by supporting {500} Canada Post locations nationwide.
- Orchestrated daily support operations for 500 locations, prioritizing 50+ concurrent tasks and reducing escalations by 30% through systematic tracking.
- To show specific ownership.
- Pursued continuing education opportunities to stay current with industry trends.
- Developed departmental objectives, budgets, policies, procedures, and strategies reflecting experience.
- Increased completion rate by (50%) by managing {5} projects and applying advanced organizational skills.
- Designed and completed plans for future projects and processes to deal with situation that may arise in the future.
Site Lead Deskside Support - COREIO INC - Woodbridge, Ontario
(2010 - 2019)
- Directed a team of 6 support staff, improving workflow efficiency by 35% and reducing task backlog by 50%.
- Responded rapidly to customer needs, resolving issues and preventing recurrences through effective troubleshooting.
- Directed personnel and provided leadership to support efficient workflows and multi-task management.
- Prepared detailed reports on ongoing project status for executive review, showcasing analytical and reporting skills.
- Utilized software applications, including Microsoft Office and Adobe Creative Suite, to enhance productivity.
- Employed remote support tools such as ServiceNow, Bomgar, and TeamViewer for efficient problem-solving and resolving client issues.
- Increased process efficiency by 50% over 6 months by automating manual ticket routing, reducing resolution time from 4 hours to 2 hours.
Education
Infrastructure Analyst Diploma - NETSOFT COLLEGE OF TECHNOLOGY (2015 - 2017)
Systems Analyst Diploma - DeVry University (2000 - 2004)
