I bring more than 10 years of experience across customer service, technical support, data operations and business systems. My work spans user support, device repair, application troubleshooting, reporting, documentation and process improvement. Whatever the environment, I start by understanding the real problem, make the next step visible and leave the system better than I found it.
Edmonton, Alberta, Canada
Open to opportunities across Alberta and Canada-eligible remote work
Connect with me on LinkedIn
Republic Bank · Process improvement
Built an Excel appraisal system supporting approximately 1,000 employees. It standardized scoring, streamlined the process and gave HR quantitative evidence for year-end bonus decisions.
Recognized by senior leadershipRepublic Bank · Enterprise support
Owned Level 2 support, managed tickets against service-level expectations and contributed to testing, documentation, training and enterprise-system rollouts.
One Bite Technology · Repair operations
Manage approximately 150 repair tickets monthly across intake, diagnostics, estimates, repair, billing, documentation and follow-up.
Nearly 40% of collected ticket revenue during the measured periodComputer Repair Technician • October 2025–Present
Manage the complete repair lifecycle from intake and diagnostics through estimates, repair, billing, documentation and follow-up. Provide in-store, remote and on-site support across Windows, macOS, Linux, mobile devices, networks and peripherals.
Apple Technical Support Advisor • March 2024–October 2025
Handled an average of 25 phone-support cases daily while achieving 98% customer satisfaction and 92% issue resolution. Diagnosed hardware, software, account, billing and network issues and trained seven new advisors.
Business Systems Support and Data Analyst • October 2020–December 2023
Provided Level 2 operational and application support, automated regulatory and compliance reporting with Python and Excel, and supported testing, data validation, documentation, training and rollout work across enterprise systems.
Self-employed • 2017–2020
Created original visual materials with Adobe Creative Suite and built or customized websites using WordPress and HTML templates while completing full-time university studies.
Quality Assurance Executive and Call Centre Agent • April 2011–October 2017
Progressed from high-volume customer service into quality assurance, training, complaint investigation and operational improvement while maintaining accurate, confidential records.
Bachelor of Science in Management and Computer Studies • 2020
WES Canadian equivalency: four-year bachelor's degree.
Incident and service-request ownership, escalation, CRM records, account administration, remote support and knowledge documentation.
Excel, Power Query, Power Pivot, VBA, SQL, Python ETL, operational reporting, dashboards and data validation.
Windows, macOS, Linux, hardware diagnostics, device setup, networks, VPNs, printers, VoIP and mobile devices.
Clear communication, accurate documentation, calm troubleshooting, cross-functional collaboration and continuous improvement.
Looking for a thoughtful technical professional to join your team? I’m open to permanent and fixed-term opportunities. Lets connect on LinkedIn.