Victor G

Cybersecurity diploma student with hands-on technical support experience at a major telecom provider. Proven ability to troubleshoot hardware and software issues, apply security best practices, document processes, and deliver excellent end-user support. Bilingual (English/French) with strong communication and organizational skills.

Tier 2 Technical Support Specialist at Rogers Communications (Shaw Communications) (2016-01 – Present)

• Diagnosed and resolved hardware, software, and connectivity issues for end users via remote and phone support
• Developed and delivered technical training materials for new and existing team members
• Liaised between departments to escalate and resolve complex technical and service issues
• Coordinated scheduling and workload management for the Tier 2 Support team
• Contributed to the development of a company-wide task management framework, improving team efficiency
• Prepared status reports reflecting current and projected workloads for management review
• Maintained accurate records of technical incidents and resolutions in compliance with PIPEDA data handling requirements
• Documented technical issues, resolutions, and follow-up actions to ensure consistent case management and knowledge transfer

Diploma in Cyber Security – Red River College Polytechnic

Diploma in Community Support Worker – Herzing College (2022-01 – 2022-07)