Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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MAX SHINGIRO

MAX SHINGIRO

Ottawa

Summary

Professional with extensive experience in providing on-site and remote support, skilled in troubleshooting, problem-solving, and customer service. Known for effective team collaboration and adaptability to changing needs, consistently delivering results. Strong communication abilities, technical expertise, and proactive approach ensure reliability and success in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Field Support Agent

Elections Canada
12.2024 - 07.2025
  • Recorded and maintained relevant notes for each client and work order.
  • Demonstrated computer skills for data entry and answered broad variety of inquiries.
  • Displayed flexibility to adapt to quarterly policy changes and database re-organization.
  • Actively participated in continuous improvement efforts, seeking opportunities to streamline processes while maintaining service quality standards.
  • Prepared detailed documentation for each project assignment, maintaining clear records of work history for future reference.
  • Enhanced team efficiency by providing timely and accurate technical support to field agents.
  • Reduced downtime for clients with proactive maintenance of equipment and software solutions.

System Support Analyst

Sage 50
10.2022 - 11.2024
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Offered remote support for cloud-based and web-based clients via phone, email and chat.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Decreased response times with efficient ticket management and prioritization of urgent issues.

Apple Technical Advisor

Concentrix
05.2021 - 08.2022
  • Contributed to a high-performance work culture by consistently exceeding performance metrics and targets.
  • Developed expert knowledge of Apple products, software, and services to provide authoritative advice to customers.
  • Resolved complex technical issues by utilizing diagnostic tools and collaborating with cross-functional teams.
  • Established rapport with clients by actively listening to concerns and promptly addressing any questions or issues they raised.
  • Reduced call handle time by streamlining processes and implementing efficient solutions for common issues.

Customer Service Representative

MSI(Bell Canada)
05.2019 - 09.2020
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Implemented up-selling strategies such as recommending accessories and complementary to boost revenue.
  • Processed product returns and assisted customers with other selections.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Service Representative

Millennium 1 Solutions
05.2018 - 03.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

GED - Internet Programming And Database Management

La Cité Collégiale
Ottawa, ON
05.2022

Skills

  • Remote Support
  • Problem Resolution
  • System monitoring
  • Software Installation
  • System Troubleshooting
  • Application support
  • Incident Management
  • Scripting Languages
  • End-user support

LANGUAGES

English - Native or Bilingual
French - Native or Bilingual

Timeline

Field Support Agent

Elections Canada
12.2024 - 07.2025

System Support Analyst

Sage 50
10.2022 - 11.2024

Apple Technical Advisor

Concentrix
05.2021 - 08.2022

Customer Service Representative

MSI(Bell Canada)
05.2019 - 09.2020

Customer Service Representative

Millennium 1 Solutions
05.2018 - 03.2019

GED - Internet Programming And Database Management

La Cité Collégiale

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