Alrick Scott
Toronto,Ontario
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Recent Computer Science student with background in Administration. Strong technical proficiency with work history in technical support. In-depth knowledge of all Windows platforms and Linux systems, coupled with troubleshooting abilities. Proven history of performance in computer administration.
Overview
21
21
years of professional experience
Work History
Customer Technical Support – QuickBooks Online
Foundever Telecommunications Canada Inc.
437 Welland Ave, St. Catharines, ON L2M 5V2
01.2024 - Current
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
- Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
- Reduced call wait times by effectively prioritizing incoming technical support requests and delegating tasks accordingly.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to customers technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
MARKET RESEARCH INTERVIEWER
Numeris
06.2022 - Current
- Administered polite and effective customer service to encourage interview engagement
- Conducted phone interviews of political, social and consumer topics
- Followed interview protocol carefully to avoid influencing interviewee's perspective
- Communicated confidently and clearly with people of diverse backgrounds 8 hour shifts
- Conducted research intercept interviews and surveys for he Canadian television and radio broadcasters industry
- Inquired about brand awareness and loyalty to improve customer service satisfaction
- Presented market research to customers through conferences, comment pieces and articles
- Collaborated with cross-functional marketing and product management teams.
CMM PROGRAMMER
Goodrich Landing Gear
02.2008 - 04.2010
- Set up, adjusted or operated basic or specialized machine tools to support precision machining operations
- Observed machines for proper functioning and made adjustments to meet specifications and complete work orders on-time and under budget
- Set-up and operated lathes, mills and grinders to cut raw materials
- Troubleshot machinery and programming issues to exceed production goals
- Performed routine maintenance on machines and monitored usage to reduce parts breakdown
- Maintained detailed production records to identify areas for improvement and maximize productivity
- Checked work pieces against specifications to assess conformance
- Verified proper functioning of machinery and corrected problems with CNC programs to produce quality work in line with specifications
- Set sequences of machine operations and attached proper cutting tools to make precise cuts
- Input commands into CNC machines for pattern management and graphic displays on terminal screens
- Developed solutions to wide range of complex technical problems to meet organizational objectives and deadlines
- Worked from layout and work order, created programs and set up machines to produce required parts
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Demonstrated leadership by making improvements to work processes and helping to train others.
CMM TECHNICIAN
StackPole Automotive Gear Division
10.2002 - 04.2010
- Inspected, tested and measured materials for conformance to specifications and regulatory requirements
- Identified production concerns and worked with supervisors to understand and remedy situations
- Oversaw disposal of products, materials and equipment not in compliance with tolerances, safety standards or quality levels
- Produced official reports of findings to meet regulatory standards and assist senior leadership with improving operations
- Learned new testing methods through continued education and research
- Repaired malfunctions, reassembled items and performed final tests
- Calibrated products to match design and operational specifications
- Compared product and materials colors, shapes, textures and grades with predetermined templates
- Noted changes during testing in project documentation
- Checked software programs for usability, functionality and design issues
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Prioritized and organized tasks to efficiently accomplish service goals
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Education
Diploma - Network Administrator Technician
Seneca College of Applied Arts And Technology
North York, ON08.2023
Skills
- Troubleshooting and Maintenance
- Program Installations
- End-User Training
- System Upgrades
- Performance Analysis
- QA Tools
- Server and System Administration
- Security Needs Assessment
- Network Security
- Problem-Solving
- Application Configuration
- Hardware Installation
- Disaster Recovery
- Virus Protection
- User Support
- System Testing
- Technical Troubleshooting
- Software Management
- Data Backup
- Verbal and Written Communication
- Windows Server 2003
- Windows 95/98/2000/XP/XP Pro/NT
- SQL Server 2000/2005
- Red Hat Virtualization
- Workstation Maintenance
- Quick Learner
- VMware and Oracle VM
- Script Writing
- Packet Loss Testing
- Application Support
- Technical Documentation
- Conflict Resolution
- Team Collaboration
- Continuous Learning
- Empathy and Patience
- Product Knowledge
- Active Listening
- Adaptability
- Software Support
- Critical Thinking
- Problem Solving
- Service Support
- Desktop Support
- Information Protection
- Application Installations
- Access Issue Resolution
- Account Updating
- Account Management
- Call Management
- Report Preparation
- Incoming Call Management
- Online Chat Support
Coursework
- Introduction to Computers and Networks
- Introduction to Microsoft Services
- Introduction to UNIX/Linux and the Internet
- Static Networks
- Microsoft Server Administration
- Open Systems Server
- Introduction to System Security
- Software Defined Networks
- Introduction to Databases
- Introduction to Microsoft Cloud Technologies
- Security Incident Response
- Open System Administration
- Clone a Github.com repository into a new directory on a Linux system
- Create a project and make a pull request on GitHub
Extracurricular Activities
Weight training jogging cycling
Languages
English
Native or Bilingual
Timeline
Customer Technical Support – QuickBooks Online
Foundever Telecommunications Canada Inc.
01.2024 - Current
MARKET RESEARCH INTERVIEWER
Numeris
06.2022 - Current
CMM PROGRAMMER
Goodrich Landing Gear
02.2008 - 04.2010
CMM TECHNICIAN
StackPole Automotive Gear Division
10.2002 - 04.2010
Diploma - Network Administrator Technician
Seneca College of Applied Arts And Technology