Joshua Flumerfelt
London,ON
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
Work History
IT Support Specialist
Agriculture and Agri-Food Canada
08.2023 - 12.2023
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
IT Analyst
Ivey Business School
09.2022 - 12.2022
- Optimized system performance by conducting regular audits and resolving identified issues.
- Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Enhanced communication across departments with deployment of unified communication platform.
IT Support Specialist
The Department of Chemistry at Western University
01.2022 - 04.2022
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
Customer Support Representative
Concentrix
04.2019 - 09.2020
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
Education
Ontario College Advanced Diploma - Cyber Security
Fanshawe College
London, ON12-2025
High School Diploma -
Oakridge Secondary School
London, ONSkills
- Ticket support system management
- Service support
- Customer service
- Remote support
- Software installation
- Issue troubleshooting
Timeline
IT Support Specialist
Agriculture and Agri-Food Canada
08.2023 - 12.2023
IT Analyst
Ivey Business School
09.2022 - 12.2022
IT Support Specialist
The Department of Chemistry at Western University
01.2022 - 04.2022
Customer Support Representative
Concentrix
04.2019 - 09.2020
Ontario College Advanced Diploma - Cyber Security
Fanshawe College
High School Diploma -
Oakridge Secondary School
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