Kevin Cheng
Summary
Dynamic and industrious graduate from a top-tier university with a track record of excelling across diverse roles, progressively assuming greater responsibilities. Equipped with extensive expertise to ensure client satisfaction and enhance organizational value. Proficient in communication, team leadership, project management, analytical problem-solving, and has consistently delivered results across banking, customer service, retail, as well as provincial and municipal government sectors
Overview
11
11
years of professional experience
Work History
Help Desk Analyst
Toronto Police Service
10.2023 - 01.2024
- Served as Acting Help Desk Analyst Provided friendly, patient, and professional support to TPS members by troubleshooting and resolving issues related to E-tokens, hardware, software, and networks. Followed up with users and contractors to ensure complete resolution of issues and achieve client satisfaction.
- Utilized Cisco Finesse, Dameware, MS Outlook, and Cherwell software to create, log, track, close, and prioritize support tickets.
- Supported the installation, configuration, and maintenance of Police smartphones, iPads, desktops, removal devices, laptops, radios, printers and software applications.
- Adhered to IT security protocols and policies, safeguarding sensitive data and ensuring compliance with regulatory requirements.
- Extensive knowledge of tools and software for data recovery, log analysis, history and mobile device topics.
- Proficient in a wide range of computer operating systems, networking, remote desktop, printers, and mobile devices, with strong technical expertise.
Inquiry Clerk, Records CPIC Operations
Toronto Police Service
10.2022 - Current
- Collaborated closely with divisional detectives, sergeants, and officers within the service, as well as regional police partners, to address cases of crime, missing persons and implement appropriate procedures. Utilized effective communication methods, including issuing BOLOs (Be on the Lookout), to facilitate successful investigations and evidence collection.
- Managed comprehensive data entry tasks, transcribing information from all police reports into Versadex.
- Maintained accuracy and integrity of information by updating and modifying records on the Canadian Police Information Centre (CPIC), covering various categories such as accused individuals, warrants, crimes, stolen/recovered vehicles, and missing persons.
- Processed strong report-writing, preparing clear and concise forensic reports for investigative and court purposes.
- Exhibited exceptional organizational skills by effectively prioritizing tasks and managing multiple responsibilities concurrently.
- Proficiently utilized CPIC, Versadex, WebEx, TRMS, and Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint) to efficiently accomplish tasks and streamline operations.
- Committed to continuous development by attending City of Toronto, Toronto Police Service, and Canadian Police Knowledge Network trainings and obtaining relevant re-certifications.
Central Poll Supervisor
Elections Canada
04.2025 - 04.2025
- Directed and supervised poll staff, delegating duties and managing work schedules to maintain full coverage and operational readiness throughout voting hours.
- Coordinated setup, operation, and closure of the polling station, maintaining peace and order and ensuring all safety and procedural requirements were met.
- Managed secure collection, handling, and return of ballot boxes and election materials at the close of polls, preserving the chain of custody and accountability for sensitive election documents.
Parking Enforcement Officer
Toronto Police Service
07.2018 - 09.2022
- Educated the public on Toronto's municipal parking by-laws and enforced regulations by issuing parking tags to ensure compliance.
- Contributed to various special events, including providing crowd control for notable occasions such as the Santa Claus Parade, TTC safety projects, Pride parade, Toronto Raptors Championship parade, and police-organized events. Also provided translation services for the police department during these events.
- Demonstrated responsiveness by promptly addressing all police radio calls and in-person inquiries, including high-priority calls from the community related to parking violations or municipal by-laws. Implemented appropriate procedures and policies to resolve issues effectively.
- Investigated issues related to parking by-law, stolen vehicles and provided the best solution to resolve issue.
Pool Supervisor
City of Toronto
04.2015 - 06.2018
- Inspired and led a team of 18 individuals by conducting thorough analyses of their strengths and capabilities, effectively organizing team responsibilities to significantly enhance overall productivity.
- Conducted daily inspection reports to ensure compliance with health and safety regulations, fostering accident prevention and maintaining a secure environment for all stakeholders.
- Possess advanced skills in conducting needs assessments for staff and designing and evaluating performance management strategies, as well as learning and development interventions.
Business Analyst
Synvi Solutions
05.2017 - 04.2018
- Highly skilled in managing multiple tasks, prioritizing effectively, and maintaining exceptional organizational and time-management capabilities.
- Utilized surveys to gather feedback from clients' employees, identifying issues and creating visual representations such as case diagrams, process charts, and PowerPoint presentations to illustrate findings.
- Presented multiple future state proposals presentation, including integration with platforms such as Salesforce/Financial Force, Power BI, SAP, and Sage 50, to enhance efficiency and performance.
Web Development Assistant
Ontario Ministry of Education
05.2017 - 08.2017
- Collaborated with a team to enhance the Ontario education website through HTML-based content updates and routine maintenance tasks.
- Ensured seamless dissemination of Deputy Minister memorandums on the Government of Ontario page, facilitating prompt and error-free access for school boards, institutions, and the public.
- Contributed to the design and implementation of the website infrastructure and evaluation system for the Ontario Student Assistance Program (OSAP) unrestricted tuition project.
- Demonstrated proficiency in analyzing, controlling, and processing over 600 pages of documents to ensure compliance with Ontario accessibility standards (AODA), thereby enhancing accessibility for a wider audience.
- Spearheaded the development of the Project Activation Document (PAD), a preliminary project activation form utilized by stakeholders and the team to streamline project requirements and enhance productivity.
Client Relations Representative
BMO (Bank of Montreal)
12.2015 - 03.2016
- Cultivated strong, empathetic client relationships, earning a reputation for delivering exceptional customer service and fostering repeat business.
- Utilized advanced analytical problem-solving skills to identify business intelligence reporting solutions, tracking Key Performance Indicators (KPIs) to enhance operational efficiency.
- Contributed to revenue growth and operational accuracy by diligently reviewing and correcting error in daily and weekly financial entries.
Corporate Store Wind Specialist
Wind Mobile (Freedom Mobile)
12.2014 - 05.2015
- Recognized as top sales specialist in Downtown Toronto for multiple months by increasing stores sales from activations, cell-phone purchases and providing legendary technical support to customers.
- Assisted with customer cellular/smartphone examination backing up data and transferring old data to new devices including digital video, data retrieval.
- Responded to customer inquiries and resolved their product/service issues resulting in pleased clienteles.
- Adapted quality customer service that increase new activation up to 120% of weekly sales target and decreased complaints by 70%.
Venue Manager
Toronto 2015 Pan American Games
05.2015 - 08.2015
- Displayed and executed effective marketing strategies through marketing channels in order to market the venue events through a promotional and pricing standpoint, which resulted in a successful pre-launch.
- Installed the Toronto Pan Am Games Performance Management System and trained all representatives, supports and key staff on its implementation.
- Communicated with various key clients, including the Pan American organizing committee as well as the necessary internal and external stakeholders involved during the Pan-American games.
Education
undefined
Toronto Police College
09.2025
Bachelor of Commerce (BCom.) - Business Technology Management, minor in Analytics
Ted Rogers School of Management; Toronto Metropolitan University
04.2018
Skills
- Mandarin
- English
- Cantonese
- French
- Standard First Aid CPR
- Ontario 'G' Drivers
- Toronto Police Blue Card
- Ontario Police FIT
- Ontario Association Chief of Police (OACP)
- HDI Certification
- TPS Mind Fit Pin
- Microsoft Office Suite
- SPSS
- Sparks
- Amazon Web Services
- Google Drive
- Dropbox Cloud
- Adobe Acrobat DC Pro
- Adobe Dreamweaver
- Notepad
- SharePoint
- Cisco Network Systems
- Windows Network Services
- Windows Remote Server
- IBM SAS
- SAP
- TRMS
- Mobile technologies
- Electronic media storage devices
- Windows
- Android
- IOS
Extracurricular Volunteer Leadership Activities
- YIPI Program Interview Panel, Toronto Police, 2023-05-01, Present, Supported the Youth Initiative Program for the Toronto Police Service by participating in interview processes.
- Auxiliary Citizen Academy, Halton Regional Police, 2020-09-01, 2021-04-30, Fostered effective communication with Halton Regional Police officers, staff, and the public during special events and community charity initiatives., Consistently demonstrated engagement and punctuality for all events, ensuring regular attendance for presentations on a weekly basis.
- Support Volunteer, Yee Hong Nursing Home, 2020-01-01, 2021-08-31, Provided support to the nursing home during the global pandemic COVID by donating Personal Protective Equipment (PPE), clothing and non-perishables to the organization., Maintain positive interactions with residents, staff and management., Organized and implements events for seniors, residents that resulted in a high satisfaction for all.
- Campus Ambassador, Carrot Insights, 2016-09-01, 2016-07-31, Heightened brand awareness among students and their friends for downloads of the Carrot Rewards App on their IOS and Android smart-phones through the use of marketing strategies and communication skills., Employed marketing strategies to Inspire university students and raised aspirations of a healthy lifestyle., Played key role in organization initiatives for reviewing new projects for future use.
- Campus Ambassador, Tilt (Acquired by Airbnb), 2016-11-01, 2016-07-31, Enhanced brand recognition up to 88% which resulted in an acquisition by Airbnb on July 2017., Successfully organized a record-breaking campaign via promoting the App through multiple media platforms and networking with other social communities around campus to maximize exposure.
Personal Information
Driving License: Ontario 'G' Drivers
Timeline
Central Poll Supervisor
Elections Canada
04.2025 - 04.2025
Help Desk Analyst
Toronto Police Service
10.2023 - 01.2024
Inquiry Clerk, Records CPIC Operations
Toronto Police Service
10.2022 - Current
Parking Enforcement Officer
Toronto Police Service
07.2018 - 09.2022
Business Analyst
Synvi Solutions
05.2017 - 04.2018
Web Development Assistant
Ontario Ministry of Education
05.2017 - 08.2017
Client Relations Representative
BMO (Bank of Montreal)
12.2015 - 03.2016
Venue Manager
Toronto 2015 Pan American Games
05.2015 - 08.2015
Pool Supervisor
City of Toronto
04.2015 - 06.2018
Corporate Store Wind Specialist
Wind Mobile (Freedom Mobile)
12.2014 - 05.2015
undefined
Toronto Police College
Bachelor of Commerce (BCom.) - Business Technology Management, minor in Analytics
Ted Rogers School of Management; Toronto Metropolitan University
Similar Profiles
Maya MoriarityMaya Moriarity
911 Call Taker at Toronto Police Service911 Call Taker at Toronto Police Service
Louie EllisLouie Ellis
Special Constable at Toronto Police ServiceSpecial Constable at Toronto Police Service
CHRISTOPHER MCKEOWNCHRISTOPHER MCKEOWN
Special Constable - Booking Officer at Toronto Police ServiceSpecial Constable - Booking Officer at Toronto Police Service
Ian SEARLESIan SEARLES
Police Detective at Toronto Police ServicePolice Detective at Toronto Police Service
Griffin GinnGriffin Ginn
Help Desk Analyst at SAICHelp Desk Analyst at SAIC