Nicholas Karl McNally
Technical Support And Future Software Developer
Moncton,NB
Summary
Experienced Customer Service & Technical Support Specialist with 17+ years of expertise in digital support, troubleshooting, and customer retention. Proficient in multi-channel support through platforms like social media, live chat, phone, and app-based platforms. Skilled in wireless & internet troubleshooting, billing, and team coaching. Strong communicator with a passion for problem-solving and dedication to enhancing digital customer experiences.
Overview
20
20
years of professional experience
2005
2005
years of post-secondary education
1
1
Language
Work History
Analyst Digital Customer Service
Rogers Communications Inc
12.2017 - 02.2025
- Provided customer support via Facebook, X (Formerly Twitter), Instagram, Apple Messaging, and Google Messaging, ensuring prompt and professional responses
- Resolved customer inquiries related to billing, service issues, technical support, and account management through digital platforms
- Maintained a high standard of brand voice and tone across all social media interactions
- Engaged in real-time troubleshooting and provided accurate solutions to customers experiencing service disruptions
- Managed escalations and complex issues, coordinating with internal teams for timely resolutions
- Monitored and analyzed customer feedback, trends, and sentiment, reporting insights to improve service strategies
- Utilized CRM (Customer Relationship Management) and ticketing systems to track and document customer interactions
- Ensured compliance with company policies and regulatory guidelines while handling customer data and inquiries
- Assisted in social media reputation management, addressing concerns to enhance customer satisfaction and brand perception
- Collaborated with marketing and customer experience teams to enhance digital engagement and improve self-service resources
Live Chat Customer Service Consultant
Rogers Communications Inc
01.2017 - 12.2017
- Provided real-time customer support via the Live Chat platform on rogers.com, assisting with Cable services, NHL Live billing inquiries, and website login issues
- Assisted customers with billing inquiries, payments, and account adjustments for Cable and NHL Live services
- Troubleshot rogers.com login issues, including password resets and account access concerns
- Delivered efficient and accurate resolutions while maintaining a professional and customer-centric approach
- Handled multiple chat interactions simultaneously while ensuring a high level of service quality and response efficiency
- Identified customer needs and upselling opportunities, recommending appropriate solutions or service upgrades
- Escalated complex technical or billing issues to the appropriate teams for resolution
- Maintained detailed records of customer interactions and resolutions within the CRM (Customer Relationship Management) system
- Adhered to company policies, data security protocols, and compliance guidelines in all customer interactions
- Collaborated with internal teams to streamline Live Chat workflows and enhance the digital customer experience
Wireless Technical Support Consultant
Rogers Communications Inc
09.2009 - 01.2017
- Provided technical support for wireless devices over the phone, via Live Chat on rogers.com, and through the company's mobile app, delivering a seamless support experience
- Assisted customers with BlackBerry smartphones before expanding to support iPhone, Android devices, tablets, and mobile internet services (Rocket Sticks and Rocket Hubs)
- Diagnosed and resolved hardware, software, and network connectivity issues, including troubleshooting call, text, and data-related concerns
- Guided customers through device setup, software updates, backup and restore processes, and network troubleshooting
- Assisted with email setup and troubleshooting for rogers.com email accounts, ensuring compatibility with third-party clients such as Microsoft Outlook and Mac Mail
- Provided APN (Access Point Name) and network configuration support for mobile internet services to ensure proper connectivity
- Helped customers with SIM card activation, account provisioning, and carrier settings to ensure optimal service performance
- Resolved device performance issues, including battery drain, slow speeds, and application malfunctions
- Delivered step-by-step troubleshooting while maintaining patience and clarity to improve the customer experience
- Maintained a strong knowledge of emerging smartphone technologies, operating systems, and mobile services to provide up-to-date support
- Documented customer interactions and solutions in CRM (Customer Relationship Management) and ticketing systems for future reference and follow-ups
- Collaborated with internal teams and escalated complex technical issues to higher-level support teams when necessary
Tier 2 Internet Support Specialist
Sitel
12.2008 - 09.2009
- Promoted to Tier 2 Internet Support, assisting front-line specialists with complex technical issues and escalations
- Provided real-time guidance and troubleshooting support to other representatives handling advanced customer cases
- Analyzed recurring technical issues and network trends, collaborating with higher-tier teams to improve resolution processes
- Assisted in the development of knowledge base materials and troubleshooting guides to enhance team efficiency
Onboarding Training Support
Sitel
07.2008 - 12.2008
- Served as part of the onboarding team, coaching and mentoring new hires during their two-week training period
- Assisted trainees with technical knowledge, call handling skills, and troubleshooting techniques to prepare them for independent operations
- Provided constructive feedback and guided new employees through real-time customer interactions to improve confidence and efficiency
- Monitored trainee performance and collaborated with management to determine readiness for graduation to full-time support roles
Technical Support Representative
Sitel
07.2007 - 07.2008
- Provided over-the-phone technical support for Bell home internet services, diagnosing and resolving connectivity issues, modem router and dial-up configurations, and network troubleshooting
- Transitioned to supporting Bell WiMAX Portable Internet, troubleshooting signal strength, hardware performance, and network connectivity
- Assisted customers with modem router installations, Dial-up setup, Wi-Fi optimization, firmware updates, and security settings
- Resolved internet speed issues, authentication failures, and DNS-related concerns to ensure seamless connectivity
- Provided email client support, helping customers configure Bell Sympatico email with third-party applications such as Microsoft Outlook and Mac Mail
- Cross-trained to assist customers with billing inquiries, payments, adjustments, and account changes
Sandwich Artist
SUBWAY®Restaurants
11.2006 - 07.2007
- Collaborated with team members to maintain a smooth workflow during busy hours.
- Kept workplace clean and organized in line with restaurant policies.
- Increased speed of service through effective multitasking and time management skills.
- Trained team members to prepare sandwiches and other items according to instructions.
Maintenance Crew Member
Village of Perth-Andover
09.2005 - 01.2006
- Achieved timely completion of repair projects by prioritizing tasks based on urgency and impact on operations.
- Followed routine maintenance checklist.
- Assisted with emergency repairs during off-hours ensuring minimal disruption to operations.
- Solved complex mechanical problems using critical thinking skills and extensive knowledge of tools, materials, and techniques.
Museum Attendant
Southern Victoria Historical Society
06.2005 - 09.2005
- Ensured preservation of artifacts by carefully handling, cleaning, and storing them according to established protocols.
- Conducted thorough research on collection items to accurately answer visitor inquiries and enhance educational value.
- Provided exceptional customer service and warmly greeted guests.
- Developed strong relationships with patrons through attentive listening skills and genuine interest in their experiences at the museum.
Education
High School - General Studies
Southern Victoria High School
Skills
Technical Troubleshooting, 15 years
Live Chat Software, 5 years
Social Media Customer Support, 5 years
Wireless & Internet Support, 15 years
Billing & Account Management, 15 years
CRM & Ticketing Systems, 15 years
Email Client Support, 15 years
Wi-Fi & Network Configuration, 15 years
Timeline
Analyst Digital Customer Service
Rogers Communications Inc
12.2017 - 02.2025
Live Chat Customer Service Consultant
Rogers Communications Inc
01.2017 - 12.2017
Wireless Technical Support Consultant
Rogers Communications Inc
09.2009 - 01.2017
Tier 2 Internet Support Specialist
Sitel
12.2008 - 09.2009
Onboarding Training Support
Sitel
07.2008 - 12.2008
Technical Support Representative
Sitel
07.2007 - 07.2008
Sandwich Artist
SUBWAY®Restaurants
11.2006 - 07.2007
Maintenance Crew Member
Village of Perth-Andover
09.2005 - 01.2006
Museum Attendant
Southern Victoria Historical Society
06.2005 - 09.2005
High School - General Studies
Southern Victoria High School