Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Honor Marks

Angus,ON

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Technical Support Representative

Truckstop.com
09.2022 - 03.2023
  • Monitored system performance to identify potential issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Generated reports to track performance and analyze trends.
  • Identified potential sales and cross-selling opportunities.
  • Responded to customer over 60 inquiries and provided technical assistance over phone.

Technical Support Representative

Rogers Cable
01.2018 - 09.2022
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes
  • Investigated and corrected problems with routers, printers and other peripheral devices
  • Diagnosed and executed resolution for network issues
  • Reviewed user feedback and customer support tickets to identify pain points.
  • Managed over 60 customers calls per day.

Painting Instructor

Paint Nite
01.2017 - 01.2018
  • Facilitated group sessions of 20 people and provided one-on-one support.
  • Prepared and gathered materials for detailed lesson plans.
  • Planned and executed activities to promote skill and talent development.

Supervisor

Hooper Holmes Canada LTD, National Distribution Centre
04.2015 - 01.2017
  • Managed a staff of 5 people in the daily operations
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Observed packing operations to verify conformance to specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Truck Driver

Keenan Transport
09.2014 - 04.2015
  • Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
  • Obtained necessary permits and licenses to operate various commercial vehicles legally.
  • Monitored and managed fuel consumption and expenses for management reporting.
  • Inspected load security and checked for damages.
  • Checked shipping papers to determine nature of load and checked for presence of hazardous materials.
  • Documented mileage, deliveries, pickups, customer issues and damages.
  • Verified contents of inventory loads against Bills of Lading.

Bookkeeping Assistant

Mike Fogel Accountant
06.2012 - 09.2014
  • Inspected account books and recorded transactions.
  • Generated financial reports and summaries for management review.
  • Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
  • Gathered, evaluated and summarized account data in detailed financial reports.
  • Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
  • Input financial data and produced reports using Excel.
  • Matched purchase orders with invoices and recorded necessary information.

Manager

Provisioning Operations - Service Broker Support
01.2005 - 05.2012
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Analyzed and reported on key performance metrics to senior management.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.

Intermediate Business Analysis

Rogers Communications
01.2001 - 01.2005
  • Implemented business intelligence solutions to increase operational efficiency.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Assisted in implementation of enhancements to service provision applications
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Cross-trained existing employees to maximize team agility and performance.
  • Recruited, interviewed and hired employees
  • Demonstrated leadership skills in managing projects from concept to completion
  • Acted as a team leader in group projects, delegating tasks and providing feedback
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Paid attention to detail while completing assignments

Technical Support Representative

Rogers Communications
Toronto, ON
01.1997 - 01.2001
  • Responded to over 60 customer inquiries and provided technical assistance over phone and troubleshot hardware and network issues.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Documented support interactions for future reference.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Researched product and issue resolution tactics to address customer concerns.

Education

Commerical Drivers License - Truck Driving

Humber College
Toronto, ON
09.2014

Microcomputer Maintenance Certificate -

George Brown College
Toronto, ON
09.1988

High School Diploma -

Lester B. Pearson Collegiate Institute
Scarborough, ON
06.1983

Skills

  • Customer Service Expertise
  • Troubleshooting and Assistance
  • Staff Training
  • Account Management
  • Technical Issues Analysis
  • Friendly and Patient
  • Issue and Resolution Tracking
  • Creative Issue Resolution
  • Customer Communication and Empathy
  • Organizational Skills
  • Microsoft Windows and Office
  • Resolve Technical Problems

Certification

Microcomputer Maintenance Certificate Local Area Network Administration Course A+ Certification Quality Customer Service and Interpersonal Relations Skills Courses Kaset Training Rogers Managing Matters

Timeline

Technical Support Representative

Truckstop.com
09.2022 - 03.2023

Technical Support Representative

Rogers Cable
01.2018 - 09.2022

Painting Instructor

Paint Nite
01.2017 - 01.2018

Supervisor

Hooper Holmes Canada LTD, National Distribution Centre
04.2015 - 01.2017

Truck Driver

Keenan Transport
09.2014 - 04.2015

Bookkeeping Assistant

Mike Fogel Accountant
06.2012 - 09.2014

Manager

Provisioning Operations - Service Broker Support
01.2005 - 05.2012

Intermediate Business Analysis

Rogers Communications
01.2001 - 01.2005

Technical Support Representative

Rogers Communications
01.1997 - 01.2001

Commerical Drivers License - Truck Driving

Humber College

Microcomputer Maintenance Certificate -

George Brown College

High School Diploma -

Lester B. Pearson Collegiate Institute

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