Michael Hofmann
IT Professional
Red Deer,AB
Summary
Dedicated professional pursuing a managerial role to leverage expertise in technical support, problem-solving, and communication. Proficient in English, French, and conversational German, with a proven ability to collaborate in teams or work independently. Committed to delivering exceptional customer service and effective, tailored solutions.
Overview
7
7
years of professional experience
Work History
Level 1 Customer Service
Quebec Minister of Heath
03.2024 - 03.2025
- Provided exceptional support to health professionals, granting secure MoH network access via tokenization.
- Managed high-volume calls, ensuring one-call resolution for a seamless user experience.
- Efficiently resolved and tracked tickets, maintaining 100% adherence to SLA requirements.
- Delivered expert support in a fully French-speaking environment, ensuring clear communication and problem resolution.
Client Consultant III
Moneris Solutions Inc.
02.2023 - 02.2024
- Seamlessly integrated point-of-sale (POS) systems for clients, ensuring smooth CP & CNP enhancing operational efficiency.
- Delivered timely upgrades to existing client systems, minimizing downtime, and ensuring seamless transitions to updated platforms.
- Managed high-volume email inquiries across multiple inboxes, achieving a 95% response rate within service level agreements (SLAs).
- Coordinated merchant setups in various systems, processed equipment orders, and ensured prompt delivery, boosting client satisfaction.
Senior Technical Manager
CPOS Inc.
03.2018 - 01.2023
- Enhanced team performance by delivering biweekly coaching sessions and creating comprehensive training materials for new and existing staff, leading to a 15% improvement in service efficiency.
- Optimized call queue management and reduced escalation time by 20% through proactive issue tracking and streamlined communication with senior management, and third-party channels.
- Improved operational workflows by reviewing processes and implementing enhancements, resulting in a 10% reduction in resolution times for client inquiries.
- Minimized merchant downtime by swiftly integrating and programming payment devices, ensuring seamless operations during emergencies.
Education
PMP -
CCNA -
MS Office -
MS Excel - Advanced
LinkedIn - Various computer related courses
Skills
- Collaborative team player
- System performance optimization
- Customer-focused and solution-driven
- Ability to prioritize and multitask effectively
- Strong communication and interpersonal skills
- Technical support and troubleshooting expertise
- Excellent time management and organizational skills
Ongoing Home Study
- PMP - course completed
- CCNA - Home Study
- MS Office - Home Study
- MS Excel - Advanced
- LinkedIn - Various computer related courses
Application Proficiency
- Salesforce
- Jira
- MS Word
- MS Excel
- MS Outlook
- In-house CRMs
Timeline
Level 1 Customer Service
Quebec Minister of Heath
03.2024 - 03.2025
Client Consultant III
Moneris Solutions Inc.
02.2023 - 02.2024
Senior Technical Manager
CPOS Inc.
03.2018 - 01.2023
PMP -
CCNA -
MS Office -
MS Excel - Advanced
LinkedIn - Various computer related courses
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