Ian Green
Montreal
Summary
Customer-focused service professional with 5+ years supporting users in fast-paced environments (federal IT support, enterprise mobility, front-desk and hospitality) plus retail sales experience. Combines excellent spoken or written English, professional phone etiquette, and structured troubleshooting with a friendly, results driven approach. Comfortable handling inbound calls, live chat, tickets, and order entry while upselling and cross-selling Internet, TV, and home phone packages. Tech enthusiast (Microsoft 365) with a reliable home office setup for weekend shifts.
Overview
13
13
years of professional experience
Work History
M365 / Network Administrator
Immigration, Refugees and Citizenship Canada (IRCC)
06.2024 - Current
- Deliver clear, user-friendly support and guidance across email, chat, and calls; translate technical issues into plain language.
- Troubleshoot account, authentication (MFA), and service access issues; document fixes and prevent recurrences.
- Collaborate with cross-functional teams to improve service quality, reduce ticket volume, and optimize user experience.
- Hybrid/Remote
Freelance
Phixo (Creative & Photo Editing Services)
01.2017 - Current
- Communicate with clients via email/chat; scope needs, set expectations, and deliver on time with meticulous QA.
- Manage digital assets securely; maintain professional, responsive support throughout the project lifecycle.
- Remote
IT Analyst, Wireless Services
IRCC
01.2023 - 06.2024
- Supported a fleet of 4,000+ mobile devices; resolved tickets and escalations efficiently with high user satisfaction.
- Streamlined routine requests with automation; coached users through device setup and feature enablement over phone/chat.
- Coordinated with partners to ensure compliant, reliable service mirroring ISP style troubleshooting and customer care.
Software/Hardware Asset Management & IT Support
Statistics Canada
01.2019 - 01.2022
- Resolved 50+ technical issues weekly via phone, email, and in person; consistently praised for patience and clarity.
- Built tracking tools and documentation that reduced rework; maintained accurate records across ticketing systems.
- Assisted remote access & desktop virtualization rollouts; guided users through step-by-step setup and support.
Residence Service Representative
Campus Living Centres
01.2016 - 01.2018
- Front-desk service for 5,000+ residents/guests: phone & in-person support, conflict resolution, payments & records.
- Trained new team members on communication standards and service workflows; improved onboarding efficiency.
Shipping/Receiving & Sales Support
Sport Chek
01.2013 - 01.2015
- Assisted customers on the floor and by phone; supported product education and add-on sales; ensured accurate POS.
- Coordinated with teams to keep inventory and special orders flowing smoothly.
Education
Diploma - Computer Systems Technician
Algonquin College
12.2019
Diploma - Digital Photography
Algonquin College
04.2017
Skills
- Customer Care: Active listening, clear written English, friendly tone, de-escalation, time management
- Customer-centric sales approach
- Technical support expertise
- Cold calling
- Performance tracking
- CRM proficiency
- Sales presentations
- Hospitality and accommodation
- CRM tracking
- Process improvements
- Contact follow-up
- Creative thinking
Websites
Languages
English (native); French (basic).
Core Strengths
- Customer Service: Inbound call handling, live chat & email support, de-escalation, needs discovery, empathy & clarity
- Sales: Consultative selling, plan/package matching, add-ons & accessories, objection handling, closing & follow-through
- Technical Support: Basic connectivity & device troubleshooting, account/authentication (MFA) issues, step-by-step guidance
- Operations: Ticketing & CRM hygiene, order entry, documentation, multitasking across chat/call systems, QA mindset
- Tools: Microsoft 365, ITSM/ticketing platforms, chat & telephony tools, SharePoint/OneDrive, Excel/Sheets for tracking
Additional
- Work Setup: Reliable computer, high-speed internet, quiet workspace; comfortable with headsets/VoIP tools.
- Availability: Weekends only; can cover statutory/holiday weekends with notice.
Timeline
M365 / Network Administrator
Immigration, Refugees and Citizenship Canada (IRCC)
06.2024 - Current
IT Analyst, Wireless Services
IRCC
01.2023 - 06.2024
Software/Hardware Asset Management & IT Support
Statistics Canada
01.2019 - 01.2022
Freelance
Phixo (Creative & Photo Editing Services)
01.2017 - Current
Residence Service Representative
Campus Living Centres
01.2016 - 01.2018
Shipping/Receiving & Sales Support
Sport Chek
01.2013 - 01.2015
Diploma - Digital Photography
Algonquin College
Diploma - Computer Systems Technician
Algonquin College
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