Carissa Henyu
Edmonton,Canada
Summary
Experienced IT Technician with a strong background in running device and network diagnostics, providing exceptional client support. Three years of hands-on experience in troubleshooting and resolving technical issues efficiently. Ten years of customer service expertise in the wireless and information technology industry, delivering top-notch service to customers. Fifteen plus collective years of experience in customer service, employee training, and management, enhancing ability to effectively communicate and collaborate with diverse teams.
Overview
4
4
years of professional experience
Work History
Junior IT Support / Help Desk
Clearwave Broadband Networks
07.2022 - 04.2024
- IT Support: Answered incoming customer calls, providing technical support for issues related to internet connectivity
- Diagnosed and resolved a range of technical problems for customers, including troubleshooting issues with Fixed Wireless Access (FWA) internet service
- Worked under the supervision of senior technicians, gaining hands-on experience and training on company systems and troubleshooting techniques
- Assisted customers with the setup and configuration of their internet service, ensuring proper connection and performance
- Help Desk: Helped with customer inquiries about the service, including answering sales calls temporarily until the sales team was fully implemented
- Provided information about Clearwave’s services, assessed service availability for potential customers, and addressed any questions they had regarding service options
- Supported the delivery of FWA internet service by addressing issues related to microwave radio systems and customer receivers.
Tech Analyst
eQube Gaming & Technology
07.2021 - 05.2022
- IT Analyst: Responsible for troubleshooting client systems and networking problems, diagnosing and solving hardware or software faults internally on eQube systems
- Responding within agreed SLA time limits and AGLC requirements to solve client issues
- Quality Assurance and Testing: Tested all eQube client software to identify issues before a production launch or update
- Followed diagrams and written instructions to repair a fault or set up new devices for production, while creating such documentation / diagrams if it did not exist
- Tech services: On-site visits (Canada only) consisted of, replacing, configuring, testing and repairing of eQube IT hardware and software, while working with AGLC system requirements and client requirements.
Tech Specialist
London Drugs
10.2020 - 07.2021
- Computers/Mobile devices: Advise customers on specific computer products and tech services based on the customer’s needs and requirements
- Audio Visual Equipment and General Electronics: Demonstrate and test a variety of different TVs, speakers and surround sound systems
- Stay up to date on new technology/products that London Drugs carries
- Photo Lab: Educate customers on the operation of photo kiosks and creating custom photo projects
- Printing and processing passport photos, ensuring compliance with government photo standards.
Education
IT Professional – Desktop & Networking -
CENTER FOR DISTANCE EDUCATION
Sydney, NS06.2017
Skills
- Problem-Solving: Ability to approach challenges analytically and creatively to find effective solutions
- Time Management: Strong organizational skills with the ability to prioritize tasks and manage time efficiently
- Customer Relationship Management: Skilled at building and maintaining positive relationships with clients and customers
- Conflict Resolution: Capable of addressing and resolving conflicts or issues calmly and professionally
- Organizational Skills: Efficient in managing various administrative tasks and keeping systems and processes well-organized
- Leadership: Ability to take initiative and guide others when needed, demonstrating a proactive approach
- Technical Learning: Quick to pick up new skills and technologies, with a demonstrated capacity for continuous learning
References
Available upon request.
Timeline
Junior IT Support / Help Desk
Clearwave Broadband Networks
07.2022 - 04.2024
Tech Analyst
eQube Gaming & Technology
07.2021 - 05.2022
Tech Specialist
London Drugs
10.2020 - 07.2021
IT Professional – Desktop & Networking -
CENTER FOR DISTANCE EDUCATION
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