Donald Christopher Roy
Tier 2 - IT Service Centre Analyst
New Glasgow,NS
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Tier 2 IT Service Centre Analyst
Sobeys Head Office
New Glasgow, NS
02.2020 - Current
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Assessed data modeling and statistics to integrate high-level business processes with data rules.
- Researched and adopted new technologies to add value to existing offerings.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Independent Contractor
Home Depot Canada Appliances
01.2018 - 01.2020
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Technical Support Representative
Rogers, HGS
Liverpool, NS
09.2016 - 07.2017
- Troubleshooting with customers about their services with Rogers cable, internet and home phone
- Making changes to customers cable packages
- Resetting customers passwords to their accounts and services with Rogers
- Taking payments for overdue accounts
- Answering questions and solving any issues with customers services, adding and removing limitations to accounts.
Education
Grade 12 Diploma -
09.2013 - 05.2016
Skills
IT Performance Report Creation
Planning and Coordination
Information gathering
Statistic analysis
Training and Development
Excellent Communication
Problem-Solving
Teamwork and Collaboration
Timeline
Tier 2 IT Service Centre Analyst - Sobeys Head Office
02.2020 - Current
Independent Contractor - Home Depot Canada Appliances
01.2018 - 01.2020
Technical Support Representative - Rogers, HGS
09.2016 - 07.2017
Liverpool Regional High School - Grade 12 Diploma,
09.2013 - 05.2016