Gord Markovic
Binbrook,Canada
Summary
Empathetic and detail-oriented IT professional with 25+ years of experience in customer and technical support across enterprise environments. Proven track record in resolving complex technical issues, delivering outstanding client service, and maintaining high customer satisfaction. Skilled in cloud technologies, system administration, storage infrastructure, and ITIL-based incident and change management. Excellent communicator who thrives in dynamic support teams and is committed to helping customers solve problems efficiently and effectively.
Overview
24
24
years of professional experience
1
1
Certification
Work History
IT Infrastructure Client Support (storage Focus)
Tangerine Bank / Scotia Bank of Canada
12.2023 - Current
- Delivered exceptional customer service by providing tier 2/3 support for storage hardware and software systems.
- Acted as the primary contact for incident resolution, guiding clients through troubleshooting and issue remediation.
- Worked closely with cross-functional teams and clients to gather technical requirements and resolve escalated support cases.
- Documented solutions, created knowledge base articles, and improved response time for repeated issues.
- Participated in ITIL-based change and problem management processes to minimize service disruptions.
- Provided empathetic and patient support to non-technical users during high-pressure situations.
IT Client Support – Federal Insurance Sector
Kyndryl / IBM Canada
12.2018 - 02.2023
- Team Lead for client support for 3 Major Federal accounts with focus on Insurance and banking sector.
- Provided account management responsibilities and change/issue resolution and capacity planning with a focus on communication and client satisfaction. Managing over 100 tickets/cases monthly.
- Technical involvement with Storage Team to assist with Infrastructure in Production, Development and Backup environments. Used Dell, VMWare, Commvault and other vendor tools to support customer data integrity and backup.
Storage and Infrastructure Consultant
LoyaltyOne
02.2017 - 11.2018
- Provided support for clients support for storage, networking, and infrastructure issues.
- Assisted in cloud migration initiatives, ensuring smooth transitions and end-user support.
- Delivered hands-on support for VMware, NetApp, and backup systems.
IT Support & Storage Consultant – Federal Clients
IBM Canada
05.2011 - 02.2017
- Delivered client support for Federal accounts with high security requirements.
- Led issue resolution and capacity planning with a focus on communication and client satisfaction.
- Storage Area Networking planning and architecture to support customer production systems, data integrity and backup.
Customer Support Engineer
EMC Corporation
05.2001 - 12.2010
- Resolved customer inquiries through technical troubleshooting and product expertise.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Developed and maintained comprehensive knowledge base for customer support resources.
- Streamlined issue resolution workflows, improving response times for client incidents.
Education
Toronto School of Business
Skills
- Client support
- Account Management
- Ticketing & Incident Management (ServiceNow, ITIL)
- Client Training & Issue Escalation
- Communication & Conflict Resolution
Soft
- SAN/NAS infrastructure design, implemenation and support
- Cloud Platforms: AWS, GCP, Azure ( AWS Certified)
- Backup & Recovery
- Remote Support Tools & Collaboration
Technical
Languages
Croatian
Native or Bilingual
Certification
AWS - Practitioner
Computer Support Specialist - (Honors)
Timeline
IT Infrastructure Client Support (storage Focus)
Tangerine Bank / Scotia Bank of Canada
12.2023 - Current
IT Client Support – Federal Insurance Sector
Kyndryl / IBM Canada
12.2018 - 02.2023
Storage and Infrastructure Consultant
LoyaltyOne
02.2017 - 11.2018
IT Support & Storage Consultant – Federal Clients
IBM Canada
05.2011 - 02.2017
Customer Support Engineer
EMC Corporation
05.2001 - 12.2010
Toronto School of Business
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