Hamish McKillop
Ottawa,Canada
Summary
Dynamic and tenacious journalist with a strong background in public and private sector environments, complemented by hands-on experience in desk-side IT support. Proven ability to deliver compelling narratives while leveraging technical expertise to enhance communication and collaboration. Adept at navigating fast-paced settings, ensuring seamless information flow and effective problem-solving. Committed to producing high-quality content that engages diverse audiences and meets organizational objectives.
Overview
7
7
years of professional experience
Work History
IM/IT Service Desk Technician
Global Affairs Canada
09.2019 - 10.2023
- Serviced Windows 10 software and hardware by phone, live chat, and email. Personally resolved 7,000+ ITSM tickets. Worked alone and as a team under pressure in a client-first philosophy to tech support.
IM/IT Computer Application Support
Global Affairs Canada
02.2019 - 08.2019
- Serviced departmental clients’ mobile devices and Windows 10 software and hardware by phone, live chat, and email. Personally resolved 7,000+ ITSM tickets. Worked alone and as a team under pressure in a client-first philosophy to tech support.
Digital Communications Advisor
Health Canada
06.2018 - 07.2018
- Triaged incoming requests from client subject matter experts, ensuring accurate, expedient completion of digital communications deliverables. Submitted detailed web publishing requests through Lotus Notes tracking system, following WCAG guidelines.
Internal Communications Officer (IS-03)
Health Canada
05.2018 - 06.2018
- Coordinated and executed multiple internal communications requests, ensuring deliverables submissions were effectively processed for Health Canada Broadcast News Messages and Health Television. Provided professional photography for Deputy Head events.
E-Communications Officer (IS-02)
Global Affairs Canada
09.2017 - 04.2018
- Produced technical documentation on WebEx teleconferencing solution. Extracted analytics data on departmental media products from Adobe Analytics in support of monthly dashboard reports. Helped pioneer the department’s first UX team to develop and execute UX testing of client-facing Canada.ca web deliverables.
Publications and Intranet Management Officer (AS-01)
Canadian Coast Guard
03.2017 - 06.2017
- Prepared technical documentation for circulation approval ahead of publication using document tracking software such as the Electronic Knowledge Management Environment (EKME). Provided communications support directly to Integrated Technical Services (ITS) and Integrated Logistic Support (ILS).
Enhancement Services Advisor
Millennium1Solutions
10.2016 - 03.2017
- Answered client phone calls. Serviced clients’ identity theft protection products on call execution and control. Accurately provided information to clients on service information, and documented logs. Executed sales strategies to provide product and service to clients, driven by sales incentives in a healthy competitive internal process.
Digital Marketing Analyst, IT Support
illFixIt Wireless
07.2015 - 01.2017
- Produced social media content relevant to target audience requirements. Ensured digital asset management. Provided technical support to client management for web hosting requirements. Analyzed network problems, monitored tasks for resolution with the web hosting provider and providing senior management timely updates leading to resolution.
Reporter, Photographer
The Athabasca Advocate
11.2012 - 01.2014
- Reported and photographed on municipal, provincial, and federal issues for the weekly newspaper The Athabasca Advocate and weekly feature insert Town & Country for print and online media. News items included Athabasca County Council, Town of Athabasca Council, Village of Boyle Council, Athabasca Provincial Court, and spot news and year-round highway accident coverage throughout Athabasca County, Alberta. Photo batch-processed using Photoshop and photo-edited prior to submission for print and web, adhering to deadlines.
Reporter, Photographer
The Equity
03.2012 - 09.2012
- Coverage of community events for the weekly Pontiac, Quebec newspaper The Equity for both print and online. Worked under tight pressure in a busy work environment. Prepared social media content and delivered communications plans: Installed a website content management system (CMS) for the first time in the newspaper’s then 129-year history. Worked hands-on with all stages of the newspaper’s production, from reporting and story development to editing, layout and proofreading, as well as with the website’s CMS. Planned, executed and evaluated a social media strategy for various platforms, including website and top four key platforms of Facebook, X (formerly Twitter), YouTube, and Google+. Recommended the use of Flickr and Instagram for social photo montage purposes. Filed radio reports for MyFM 96.1 FM (early to mid 2012).
Market Research Interviewer
Opinion Search, Inc., Harris-Decima Research
08.2008 - 12.2010
- Conducted telephone survey interviews for client companies on current affairs issues. Managed difficult interviews with positive results. Quality Assurance Monitors periodically assessed performance for impartiality and industry-standard interviewing best practices.
Educational Technology Assistant, Blogger, Educational Development Centre
Carleton University
07.2008 - 03.2009
- Promoted educational technologies in university discourse as part of marketing material developed for the Educational Development Centre’s website and blog (social media) on behalf of Carleton University. Assisted in setting up a fleet of MacBook Pros as needed in the configuration of workshops Tasked with developing a blog series on virtual world educational discourse prospects such as Second Life. Assisted faculty staff with learning management system curricular material.
Education
Interactive Media Management -
Algonquin College School of Media And Design
Ottawa, Ontario06.2016
Journalism -
Algonquin College School of Media And Design
Ottawa, Ontario06.2012
Skills
- Accredited journalist with grassroots approach to fair and impartial storytelling
- Published in The Equity, Ottawa Citizen, Athabasca Advocate, West Carleton EMC
- Proficient in CP style guidelines
- Ability to produce clean, well-written work quickly, independently and on deadline
- Fluent English and intermediate French verbal and written communication skills
- Multimedia news reporting
- Desktop support
- Product troubleshooting
- Technical troubleshooting
- Analytical thinking
- Client-first approach
- Reliable
Accomplishments
- Trained and led technical support teams of more than 15 support specialists.
- Promoted to Senior Help Desk after 16 months of employment.
- Resolved product issue through consumer testing.
- Resolved more than 7,000 IT support tickets in four years by assisting clients on a personalized basis.
Languages
English
Native or Bilingual
French
Professional Working
Timeline
IM/IT Service Desk Technician
Global Affairs Canada
09.2019 - 10.2023
IM/IT Computer Application Support
Global Affairs Canada
02.2019 - 08.2019
Digital Communications Advisor
Health Canada
06.2018 - 07.2018
Internal Communications Officer (IS-03)
Health Canada
05.2018 - 06.2018
E-Communications Officer (IS-02)
Global Affairs Canada
09.2017 - 04.2018
Publications and Intranet Management Officer (AS-01)
Canadian Coast Guard
03.2017 - 06.2017
Enhancement Services Advisor
Millennium1Solutions
10.2016 - 03.2017
Digital Marketing Analyst, IT Support
illFixIt Wireless
07.2015 - 01.2017
Reporter, Photographer
The Athabasca Advocate
11.2012 - 01.2014
Reporter, Photographer
The Equity
03.2012 - 09.2012
Market Research Interviewer
Opinion Search, Inc., Harris-Decima Research
08.2008 - 12.2010
Educational Technology Assistant, Blogger, Educational Development Centre
Carleton University
07.2008 - 03.2009
Interactive Media Management -
Algonquin College School of Media And Design
Journalism -
Algonquin College School of Media And Design
Awards and Acknowledgements, Global Affairs Canada 2020–2023
Outstanding commitment to public service IT support, “Hamish was a very hardworking individual, always at work on time, always assisting others. It was clear that he loved his job and that he was well respected by his colleagues…I would bring him back on at any time if given the opportunity.” — Michelle Hart, Deputy Director, IM/IT Service Desk, IM/IT Service Desk Agent of the Week, “In recognition of the spirit of collaboration that Hamish brings to the IM/IT Service Desk” — Frédéric Cantin, Former Deputy Director, IM/IT Service Desk, Global Affairs Canada Certificate of Appreciation, “In recognition of your dedication, professionalism and commitment shown in providing IM/IT support and services during very challenging times. Your work is essential to GAC, and you are a critical piece of the puzzle that enables the Department to operate effectively. Thank you!” — Marla Morgan, Deputy Minister of Foreign Affairs