Marlin Fry
New Westminster,BC
Summary
Data-driven and client-focused Technical Solutions Professional with over 15 years of experience in post-sale technical consulting, incident management, and knowledge architecture optimization within enterprise environments. Proven track record of managing complex client relationships end-to-end, translating intricate technical workflows into value-driven recommendations for executive stakeholders, and leveraging data analytics to quantify business impact. Spearheaded an enterprise-wide troubleshooting program redesign that improved operational efficiency by 17%, reduced average handle time (AHT) by 2 minutes, and realized $500K in annual productivity savings—directly establishing a new corporate First Call Resolution (FCR) KPI. Expert at partnering cross-functionally to accelerate product adoption, user enablement, and long-term client retention.
Overview
19
19
years of professional experience
Work History
Tier 2 Technical Support / Incident Management Consultant
Rogers / Shaw Communications
Vancouver, BC
07.2021 - 06.2026
- Managed technical escalations end-to-end, ensuring comprehensive CRM documentation of configurations, diagnostic steps, and outcomes to facilitate operational compliance and audit readiness.
- Provided trusted technical advice for complex post-sale issues, guiding cross-functional teams and enterprise clients through structured diagnostics to successful resolution.
- Analyzed real-time ticket trends, platform incident logs, and utilization data to isolate root causes, mitigate systemic impact, and deliver proactive technical recommendations to leadership.
- Updated troubleshooting guides and structured knowledge documentation, improving diagnostic accuracy and increasing first-contact resolution rates.
- Led technical onboarding, tool adoption, and continuous enablement programs for technical staff to ensure uniform service delivery and team upskilling.
- Translated complex technical architecture and data flows into clear insights for non-technical stakeholders, enhancing understanding and decision-making.
Customer Advisor / Technical Support Consultant
Shaw Direct
Montreal, QC
11.2016 - 07.2021
- Provided remote technical consulting for clients, executing structured troubleshooting across diverse configurations.
- Partnered with internal product and operations teams to advocate for client needs, accelerating resolution timelines for unresolved technical friction points.
- Identified structural gaps in legacy diagnostic workflows and pitched a content and architecture overhaul to senior leadership.
- Engineered a streamlined, step-by-step diagnostic pathway adopted company-wide as "FLOW," which reduced average handle time (AHT) by 2 minutes and elevated frontline operational efficiency by 17%.
- Standardized the post-sales support experience, driving down repeat contact rates and establishing the framework that allowed leadership to launch First Call Resolution (FCR) as a core company KPI.
Loyalty Technical Support Specialist
Shaw Communications
Winnipeg, MB
06.2014 - 05.2016
- Balanced rigorous technical diagnostics with proactive client advocacy to rebuild trust and enhance retention for at-risk enterprise accounts facing chronic technical issues.
- Documented client interactions and technical resolutions within core CRM software, ensuring adherence to SLA commitments.
- Collaborated in cross-departmental feedback loops to identify software/hardware deficiencies, facilitating continuous platform improvement.
Technical Support Representative
Shaw Communications
Winnipeg, MB
09.2007 - 05.2014
- Diagnosed and resolved multi-product technical issues across internet, television, and telephony networks, ensuring adherence to SLA parameters to maintain service quality.
- Diagnosed and resolved technical problems using company-specific troubleshooting tools.
- Provided technical assistance for customer inquiries and issues related to services.
- Monitored local and regional ticketing data to identify real-time service disruptions, streamlining escalation paths based on business urgency and user impact.
- Guided customers through installation processes for internet and cable services.
Education
Some College (No Degree) - Pharmacy
University of Manitoba
WinnipegSkills
- Technical troubleshooting
- Problem analysis
- Client advocacy
- Data analysis and analytics
- Knowledge management
- Customer relationship management
- Cross-functional collaboration
- Process improvement
- Adaptation to change
- Critical thinking
- Change management
- Incident management
KEY STRENGTHS
- Client Relationship Management & Technical Consulting
- Enterprise SaaS & API Integration Workflow Design
- Knowledge Base Architecture & Content Optimization
- Data Analysis, Trend Identification & ROI Quantification
- Cross-Functional Collaboration & Executive Communication
- Incident Management & Root Cause Analysis (RCA)
- Technical Training, Enablement & Onboarding Delivery
- Customer Advocacy, Adoption & Portfolio Retention
Timeline
Tier 2 Technical Support / Incident Management Consultant
Rogers / Shaw Communications
07.2021 - 06.2026
Customer Advisor / Technical Support Consultant
Shaw Direct
11.2016 - 07.2021
Loyalty Technical Support Specialist
Shaw Communications
06.2014 - 05.2016
Technical Support Representative
Shaw Communications
09.2007 - 05.2014
Some College (No Degree) - Pharmacy
University of Manitoba