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.
