X86, ARM, AARCH64 - Windows personal, Linux, Unix, macOS, iOS, AOSP, Windows Server, Ubuntu Server
Paul Wiersma
Technical Support Advisor II
Toronto,ON
Summary
Technical Analyst with a proven track record of delivering high-quality results within defined scopes. Demonstrates aptitude to manage multiple priorities, collaborate with team members, resolve issues, and identify potential risks. Skilled at delegating tasks, providing constructive feedback, and fostering a positive team culture. Committed to developing team members, nurturing growth and success through inspiration and mentorship. Reports and suggests performance metrics to management to identify areas for improvement while striving to deliver solutions for clients within mandated service level agreements.
Skills
Excellent problem solver with remarkable trouble shooting skills
Overview
2026
2026
years of professional experience
Work History
Technical Support Analyst II
SpryPoint
Charlottetown, PE
01.2025 - Current
- Review, triage, and respond to issues reported by clients within mandated SLA standards.
- Provides guidance and mentorship to junior analysts problem solving and critical thinking methodology while driving team success at resolving customer issues.
- Assess and resolve more complex issues while they age and move through escalation channels.
- Focus on continuous improvement efforts within the support department by analyzing key performance indicators while identifying opportunities for improvement for all support staff.
- Collaborate with cross-functional teams to develop and implement solutions, streamlining processes and enhancing productivity.
- Primary escalation path for CIS issue troubleshooting, providing guidance for research, replication and resolution.
Senior Technical Analyst
Advanced Utility Systems
Toronto, ON
8 2022 - 10.2023
- Issue management and resolution delivery via Team Support issue ticketing system for 20+ clients based in Florida and Quebec.
- Management of electronic bill print interface backend, electronic bill print file generation, management of customer information file backend (SQL), customer information file generation and transfer.
- Senior CIS Infinity eBill interface expert. Documented all test cases for successful file generation based on client eBilling and web portal interfacing requirements.
- Reconciled client ACH/PAP files against realtime draft discrepancies and corrected SQL scripts ad-hoc to address double drafts or missed drafts.
- Mentored new hires and colleagues in methodology of how to approach troubleshooting, operation and configuration of CIS Infinity's Reports and Billing modules.
- Organized and hosted support meetings providing solutions for client issues within our promised service standard.
- Delivered feedback and suggestions on business process changes where processes could be made more efficient.
- Assisted other departments in development of reports and/or business process flows for data generation per reporting requirements.
- Configured hardware & software on internal and external work stations for efficient product delivery and operation.
- Advocated using CIS Infinity's scheduler service to automate integrations and interfacing for clients and business partners.
Technical Consultant
Advanced Utility Systems
Toronto, ON
02.2020 - 02.2022
- Supported version upgrades projects as lead reporting, billing, and cashiering resource.
- Analyzed client business processes proposing optimal software configuration for unique requirements.
- Addressed client concerns regarding report results, provided criteria and data filtering advice for desired record selects and to validate report results.
- Wrote and provided technical specification documents for client review and approval.
- Developed reports based on client requirements and technical specifications.
- Quoted effort, developed concepts, and coordinated with internal resources to create and deliver solutions to clients for various CIS software enhancements.
- Trained clients, new hires, and colleagues in report development, data reconciliation, CIS application reports module training, SAP Crystal Reports, and CIS software product knowledge base.
- Scripted and documented Powershell solutions for use with CIS software using both .Net core and CIS infinity API.
Report Analyst
Advanced Utility Systems
Toronto, ON
01.2016 - 03.2020
- Traveled to client sites/hosted remote meetings for requirements gathering on reports, billing, collections, and cashiering templates.
- Wrote and provided technical specification documents to clients for review and approval
- Developed and validated Crystal Reports based on requirements and technical specifications
- Advised clients on use of standard reports and filter creation within CIS software.
- Provided feedback and suggested business process changes where reports were no longer required.
- Verified standard results and custom report results via SQL query development to ensure 100% accuracy.
IT | Operations Coordinator
Joanne Fabrics, Inc
Oakville, ON
10.2011 - 01.2016
- Designed, tested, maintained, and scheduled monthly, quarterly, and annual crystal reports for each department (Sales, Operations, Customer Service, Design, Accounting, inventory).
- AS400/IBM iSeries table management, data analysis, bug fixes, data conversion, and record updates via CL or DB2 SQL
- Identified and arranged solutions for e-commerce website, web product database, and word-press hosting.
- Managed price lists inclusive of resource-assignment, price increase automation, gross profit auditing, print files, and web publishing.
- Responsible for annual review of logistics documents and harmonized tariff schedules.
- Adaptable and proficient in learning new concepts quickly and efficiently
Education
SAP Crystal Reports Advanced Certification -
Cry-sta-lize
Toronto, ON 03.2014 - 03.2014
Adobe In-Design Certification -
Ontario College of Art & Design
Toronto, ON 01.2014 - 01.2014
SAP Crystal Reports Level 1 & 2 Certification -
Cry-sta-lize
Toronto, ON 11.2011 - 11.2011
Timeline
Technical Support Analyst II
SpryPoint
01.2025 - Current
Technical Consultant
Advanced Utility Systems
02.2020 - 02.2022
Report Analyst
Advanced Utility Systems
01.2016 - 03.2020
SAP Crystal Reports Advanced Certification -
Cry-sta-lize
03.2014 - 03.2014
Adobe In-Design Certification -
Ontario College of Art & Design
01.2014 - 01.2014
SAP Crystal Reports Level 1 & 2 Certification -
Cry-sta-lize
11.2011 - 11.2011
IT | Operations Coordinator
Joanne Fabrics, Inc
10.2011 - 01.2016
Senior Technical Analyst
Advanced Utility Systems
8 2022 - 10.2023
Software
Integrations and Interfacing - Net core, Powershell, Linux CLI, REST API, SOAP API, XML, CSV, ETL
Microsoft Office 365, SAP Crystal Reports, Microsoft SQL Server, Oracle SQL Developer
HyperV, Virt Box, WSL, Virtmanager, Qemu, Azure, AWS, Docker, Containers, LibVirt
Strongswan, Open SSL, various VPN Client/Server distributions
Adobe - Photoshop, InDesign, and Acrobat DC
Cisco WebEx, Team Viewer, LogMe In/GoTo Meeting
Businesses Intelligence - MS Power BI, Tableau, Squirrel
Atlassian - Jira, Git, Confluence