Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Martin Nathanael

Kitchener

Summary

Talented technical professional with background in game development and hardware. Results-driven and thorough with dedication to data-driven work. Skilled in statistical analysis and quality assurance.

Overview

13
13
years of professional experience
1
1
Certification

Work History

EDI Sr. Production Analyst

OpenText
08.2023 - Current
  • Provides technical support in a production environment by responding to case service levels, analyzing issues, and developing resolutions to problems of limited scope and complexity.
  • Provides technical support in a production environment by responding to case service levels, analyzing issues, and developing resolutions to problems of limited scope and complexity
  • Provides Expertise within the product offering and the environments we operate.
  • Possesses and displays an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
  • Troubleshooting applications in Unix/linux environment.
  • Provides enhanced file and transaction error handling and reporting based on the Customer's identified business needs. This includes prioritization of EDI Critical document types for document error notification within the required service level agreement.
  • Coordinate and/or communicate responses to any questions about the customer's production support business processes and work directly with the customer's personnel through established escalation.
  • Provide coordination and facilitation of production map break/fix changes that come into the support team.
  • Coordinate and communicate with customers about any process issues that may cause an interruption in service delivery
  • Perform other/additional duties and projects that may be periodically assigned.
  • Submit and write new content to the knowledge base, and approve complex knowledge articles.

Bilingual Quality Assurance Analyst

NTT Data (Sun Life)
12.2024 - 02.2025
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Maintained knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Reported progress, test metrics and results to QA managers.
  • Acted as a liaison between the QA team and other departments such as Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Developed and maintained comprehensive documentation, including all listened calls, results, and improvement recommendations, for managerial review.

Bilingual Technical Support Specialist

Sherweb
08.2022 - 12.2024
  • Assisting end-users via phone, live chat, and remote connection tool.
  • Serves as first point of contact for customers needing technical support.
  • Troubleshooting issues on multiple OS, (Windows 7,8,10,11, MacOS).
  • Ensure the security and privacy of data using firewalls.
  • Supporting multiple versions of software and operating systems.
  • Follow up and update user/customers status and information.
  • Logged in technical issues, solutions and important details relevant to the information.
  • Delivering clear explanations on performing both simple and complex tasks.
  • Providing support to user on Microsoft office suite/365 applications.
  • Learned and worked with ChatGPT to implement it in and off work.

Bilingual Service Centre Analyst

Sobeys
01.2023 - 05.2023
  • Provide remote IT support for all incidents and requests for all Stores, Offices and RSCs in a 24/7, fast-paced environment via standard contact channels (Phone, Email, etc.)
  • Resolve all incidents assigned within defined SLA
  • Provide excellent customer service through technical support in a timely, efficient manner
  • Execute the Incident Management Process including creating, managing and resolving incidents in the ITSM tool
  • Communicate with Sobeys staff and ensures that all are kept aware of the status of their Incident and/or Request
  • Execute the communication protocol during major, critical and high priority incidents
  • Ensure that all incidents and requests meet quality standards
  • Document all knowledge opportunities for the department and ensures accuracy of the knowledge base
  • Maintain highly satisfactory relationships with support teams and vendors, ensuring Service Centre deliverables are complete
  • Remain current on technology changes and all changes to Service Centre support
  • Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)

Bilingual Technical Support Analyst

Buchanan Technologies
11.2020 - 08.2021
  • Troubleshooting cloud-related issues using virtual machines to replicate issues.
  • Providing phone and remote support to users on android, iOS mobile devices and computers/MacBook’s (TeamViewer, Connect Wise control, Windows remote Desktop).
  • Work in a fast-paced environment, able to adapt to frequent change, and be available to work a flexible schedule.
  • Document incidents/problems, troubleshooting steps are taken and comments in a ticketing management system (Salesforce).
  • Work in a fast-paced environment, able to adapt to frequent change, and be available to work a flexible schedule.
  • Created/adding new users account in active directory.
  • Following up with users on unresolved issues, providing feedback, and escalating to next level support, when warranted.
  • Cloud syncs.
  • Configuring MFA and conditional Access Policies cross-team collaboration.
  • Advising clients/users to purchase the right subscriptions and Microsoft products.

Bilingual Deployment Technician

TEKsystems
09.2020 - 02.2021
  • Travelled around the province (NB) to install and setup printers in public buildings (Primary schools, Canada offices, Colleges, etc.).
  • Provided training both in English and French on how to use the printers.
  • Assisted end-users to install any necessary software to be able to use the printers properly.
  • Ensured all software installed on the computers were compatible with the windows 10 operating system and the printers.
  • Made sure the printers were correctly setup on their whole network.
  • Answer incoming calls from customers concerning technical support issues and inquiries in a professional, polite, and courteous manner.
  • Setting up meetings with clients on daily bases.

Bilingual Customer Service Representative

Concentrix
06.2019 - 09.2020
  • Responding to queries via chat, email, or phone
  • Provide inbound customer support using a call flow guide.
  • Provide information on fees, finance charges, annual membership fees, credit limits and payments.
  • Performed personal information changes to bank account, like address change, phone number.
  • Answered questions on transactions and bank statements.
  • Diagnosing system errors and other issues.
  • Running reports to analyze common complaints and problems.
  • Following up with customers to ensure full resolution of issues.
  • Delivered expert customer service with a smile.

Bilingual Computer Technician

TEKSTEDIA Ltd - Cameroon
10.2012 - 06.2015
  • Setting up hardware and installing and configure software and drivers.
  • Offer timely technical support and teach users how to utilize computers correctly.
  • Maintaining and repairing technological equipment or peripheral devices.
  • Perform regular upgrades to ensure systems remain updated.
  • Arrange maintenance sessions to discover and mend inefficiencies.
  • Providing presentations to colleagues with the necessary training.
  • Maintain documents related to contracts and vendor agreements related to procurement and services.
  • Resolve issues via phone, or electronically after work hours. Installation of varieties of software programs.
  • Overseeing numerous update and maintenance projects.

Education

Diploma - Cyber Security

CDI College
Toronto, ON
05-2026

Network Support

New Brunswick Community College
01.2020

Electronic Game Development

New Brunswick Community College
01.2018

Skills

  • Fluently bilingual (English and French)
  • Active member of the United Church MPFT (Mission Protestante Francophone de Toronto)
  • Awesome Soccer player
  • Making use of ChatGPT on and off work
  • Windows systems Administration
  • Word press website development
  • Solid understanding of computer troubleshooting procedures
  • Building desktop computers and upgrading hardware and software
  • Virtualization (VirtualBox, VMWare, Remote desktop)
  • Excellent Leadership qualities
  • Troubleshooting windows operating systems (Windows 7-11)
  • Excellent English and French written and oral communication
  • Interpersonal communication
  • Great team player
  • Outstanding diagnostic, problem-solving, and analytical skills

Certification

  • Network support certification (2019-2020)
  • HDI Certified Support Center Analyst. (2022)

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Bilingual Quality Assurance Analyst

NTT Data (Sun Life)
12.2024 - 02.2025

EDI Sr. Production Analyst

OpenText
08.2023 - Current

Bilingual Service Centre Analyst

Sobeys
01.2023 - 05.2023

Bilingual Technical Support Specialist

Sherweb
08.2022 - 12.2024

Bilingual Technical Support Analyst

Buchanan Technologies
11.2020 - 08.2021

Bilingual Deployment Technician

TEKsystems
09.2020 - 02.2021

Bilingual Customer Service Representative

Concentrix
06.2019 - 09.2020

Bilingual Computer Technician

TEKSTEDIA Ltd - Cameroon
10.2012 - 06.2015

Electronic Game Development

New Brunswick Community College

Diploma - Cyber Security

CDI College

Network Support

New Brunswick Community College

Similar Profiles

CREATE PROFILE
Martin Nathanael