Phong Le
Edmonton
Summary
Highly self-proficient and detail-oriented professional with a strong commitment to delivering exceptional support. My career is marked by a dedication to continuous learning and a passion for staying abreast of the latest technical advancements. With a proven track record of success, I bring a unique blend of technical understanding and support-driven focus to optimize processes and exceed organizational goals. My attention to detail ensures precision in every task, fostering an environment of efficiency and accuracy. Committed to professional growth, I thrive in dynamic settings where I can leverage my technical expertise while embracing new challenges to enhance my skills further.
Overview
6
6
years of professional experience
Work History
TSC Tier 2
Rogers Communications
05.2023 - Current
- Monitor live systems to report and escalate service outages in different regions throughout serviced areas.
- Collect data and escalated advanced technical issues to corresponding tier 3 teams for further resolution
- Researched and identified solutions to advanced and escalated to technical issues.
- Participated in regular training sessions to stay updated on industry best practices and emerging technologies.
- Mentor tier 1 agents through team tailgates and one on one instructions to improve agent confidence and technical skills
- Diagnosed and troubleshoot hardware, software and network issues.
- Provide Tier 2 Technical support to front line agents to increase customer retention and satisfaction
- Work on projects to create programs to increase efficiency and reporting
- Beta test programs set to release later for frontline
- Bridged communication between different departments to resolve multi department issues
- Worked with advanced tools to complete stuck task on the back-end
- Manual port completions stuck through national porting tools such as Neustar and COMX and CBS
- Escalate live TV channel issues to corresponding teams for investigation
Ecare Technical Support Representitive
Shaw Communications Inc
09.2022 - 05.2023
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Technical Support Representative
Shaw Cable
06.2020 - 02.2023
- Managed high levels of call flow and responded to technical support needs.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Strengthened relationships with key clients by providing consistent high-quality service, leading to increased account retention rates.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Post Office Clerk
Canada Post
06.2018 - 06.2020
- Utilized customer service skills to provide exceptional service for repeat clientele.
- Monitored performance of junior team members and offered support.
- Sorted mail according to size, shape and destination.
- Used computer systems to track packages and update client information.
- Supported postmaster in managing daily operations, including scheduling, reporting, and budget oversight tasks.
- Implemented new procedures to address potential security risks, safeguarding both postal workers and customers alike from harm or loss due to theft or fraud attempts.
Education
Bachelor of Science - Computer Science With A Minor in Statistics
MacEwan University
Edmonton, AB05.2025
High School Diploma -
Ross Sheppard High School
Edmonton, AB01.2017
Skills
- COMX
- Netcracker
- Python
- C
- Technical Documentation
- Hardware Evaluations
- Remote Support
- Customer Support
Languages
English
Native or Bilingual
Vietnamese
Professional Working
Timeline
TSC Tier 2
Rogers Communications
05.2023 - Current
Ecare Technical Support Representitive
Shaw Communications Inc
09.2022 - 05.2023
Technical Support Representative
Shaw Cable
06.2020 - 02.2023
Post Office Clerk
Canada Post
06.2018 - 06.2020
Bachelor of Science - Computer Science With A Minor in Statistics
MacEwan University
High School Diploma -
Ross Sheppard High School
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