Christian Xavier Essoh
Toronto,Canada
Summary
4+ years of experience providing exceptional and personalized customer support, quick to respond and resolve requests through e-mail, phone, and in-person in the financial, banking, and auto industry. Highly knowledgeable Information Security Professional with abilities in penetration testing, traffic analysis, and utilizing security tools like WireShark. Extensively trained in supporting and troubleshooting network services (LAN/WAN), cloud systems, and software issues including Microsoft Office 365 (Excel, Word, PPTX). Recognized for ability to resolve large volume of Level 1 requests, guided over 4,000 end-users through the step-by-step process of navigating portal issues, uploading documents, troubleshooting browser issues, and creating profiles in the integrated member site. Experienced with ticketing systems with the ability to accurately create tickets to escalate issues. Highly knowledgeable in installation, configuration, and repair of computers, laptops, and mobile devices. High level of problem solving and analytical skills with the ability to correctly diagnose technical issues by asking the right questions and translating technical process into step-by-step solution. Excellent written and oral communication skills in French and English, provided front-line technical and administrative support by responding to up to 400 phone requests and questions weekly.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Intermediate Customer Analyst
Aviva
Toronto, ON
05.2022 - Current
- Serve as a key point of contact for brokerages, LIAs, and internal partners, responding to all phone and email inquiries related to system access, support requests, and training
- Deliver outstanding customer service through clear, timely, and technically accurate communication
- Log and manage ticket lifecycles in IT Care to align with SLA standards, ensuring timely resolution and updates
- Create, modify, and revoke system access using LDAP, JXplorer, and Active Directory in strict compliance with defined access protocols
- Perform in-depth root cause analysis and escalate complex issues based on urgency and impact, ensuring proper prioritization and resolution
- Lead informal training and mentorship for junior analysts and act as a subject matter expert on system navigation and broker tools
- Partner with B2B teams to identify recurring issues and drive training initiatives for brokerages
Bilingual Senior Administrator (Mortgage Department)
Business to Business Bank
Toronto, ON
05.2019 - 04.2022
- Review and validate mortgage applications provided via FCT, FNF portals, and by notaries which led to a 15% increase in notary satisfaction
- Wire and disburse funds assigned to designated notary on the day of closing, pending application approval, leading to increased notary satisfaction
- Review, process, and anticipate daily escalations from sister branches, leading to increased customer satisfaction
- Answer inquiries regarding active applications and ensure optimum customer service is provided
- Review, examine, and approve debt applications; process and consolidate client debts, which resulted in customer satisfaction increasing by 30%
Bilingual Private Capital Solutions (PCS) Administrator
Computershare
Toronto, ON
11.2018 - 05.2019
- Screened, validated, processed, and audited time-sensitive submissions such as Investment applications, transfers, purchase contributions, redemptions, withdrawals, dividend payments, dividend reinvestment, revenue collection, re-registrations, account updates
- Identified and researched issues/discrepancies and ensured prompt resolution; escalations as appropriate which resulted in a 10% decrease of application processing amount of time
- Prepared written communications such as a letter of instruction or return letters, customized as required, to accompany forms, schedules, payments, and securities
- Performed financial related activities such as deposits, wires, electronic fund transfers; timely balancing, reconciliation, posting journal entries, and producing reports accurately
Bilingual Claims Administrator
Computershare
Toronto, ON
04.2017 - 11.2018
- 1 of 2 agents for the province of Quebec front line support for 30,000 Volkswagen customers equating to up to 480 calls a week while ensuring high levels of customer satisfaction
- Resolved Level 1 technical problems for end-users including issues with access to accounts, submission of claims and access information, creation of profile on the integrated member site, and uploading documents
- Escalated Level 2 issues through internal ticketing system to the IT department by summarizing issues clearly, setting priority status, and following-up with client regarding resolution
- Reviewed and validated active claims by thoroughly and accurately which resulted in a 40% reduction of client escalation complaints
- Ensured claims conformity followed the scope of the settlement as well as the company practices and procedures which resulted in a 5% reduction of non-compliance penalties
Education
Master of Science - Cybersecurity
Bellevue University
Bellevue, Nebraska06.2025
Information Systems Security Professional - undefined
Ryerson University
Toronto, Ontario01.2022
Google IT Professional Program - undefined
NPower Canada
Toronto, Ontario01.2021
Construction Management Post-Graduate Certificate - undefined
Centennial College
Scarborough, ON01.2016
General Art and Science Post-Graduate Certificate - undefined
St Lawrence College
Scarborough, ON01.2016
Master’s - Civil Engineering
University of Douala
01.2012
Skills
- Adaptive learning
- Python programming
- SQL proficiency
- Excel expertise
Languages
English
Professional Working
French
Native or Bilingual
Certification
- CCNA (Cisco Certified Network Associate) 2019
- AWS Certified Cloud Practitioner 2022
- CompTIA Security+ Pending
- Certified Ethical Hacker (CEH) Pending
Timeline
Intermediate Customer Analyst
Aviva
05.2022 - Current
Bilingual Senior Administrator (Mortgage Department)
Business to Business Bank
05.2019 - 04.2022
Bilingual Private Capital Solutions (PCS) Administrator
Computershare
11.2018 - 05.2019
Bilingual Claims Administrator
Computershare
04.2017 - 11.2018
Information Systems Security Professional - undefined
Ryerson University
Google IT Professional Program - undefined
NPower Canada
Construction Management Post-Graduate Certificate - undefined
Centennial College
General Art and Science Post-Graduate Certificate - undefined
St Lawrence College
Master’s - Civil Engineering
University of Douala
Master of Science - Cybersecurity
Bellevue University