Summary
Overview
Work History
Education
Skills
Websites
Certification
Career Transition
Projects And Practical Experience
Relevant Professional Experience
Timeline
Generic

Roland Sampson

Summerside,PEI

Summary

Motivated and adaptable IT professional with proven expertise in customer support, technical troubleshooting, and cloud and data technologies specialization. Skilled in onboarding clients, troubleshooting technical issues, and supporting SaaS solutions. Proficient in AWS, Azure, SQL, Tableau, and Microsoft 365. From July 2023 to March 2024, proactively strengthened cloud/data skills, earning Microsoft 365 certification, completing self-paced AWS, Azure, SQL, and Tableau projects, and seeking an IT role to leverage these skills within a dynamic team.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Basic Install Support Specialist

Innovatia
Saint John, NB (Remote From Summerside, PE), PE
04.2021 - 07.2023
  • Company Overview: Avaya
  • Onboarded clients and delivered training for Avaya Cloud Office
  • Troubleshot setup/integration issues, boosting first-call resolution and reducing escalations
  • Implemented ServiceNow for ticket management, achieving a 15% reduction in response time
  • Avaya

Customer Relations Associate

HGS Canada
Barrie, ON (Remote From Summerside, PE), PE
07.2019 - 12.2019
  • Managed customer relationships, resolved conflicts, and documented interactions
  • Collaborated using consultative approaches to enhance customer experience

Computer Service Technician Contractor

Agriculture and Agri-Food Canada
Charlottetown, PEI
11.2017 - 04.2018
  • Provided laptop, printer, and Active Directory support
  • Completed imaging/workstation setups; documented technical procedures for team efficiency

Customer Service & Technical Support

Atelka
Charlottetown, PEI
01.2006 - 01.2012
  • Resolved billing and technical issues across multiple channels
  • Mentored inexperienced staff and created templates to streamline responses
  • Consistently maintained high customer satisfaction ratings

Customer Relations Representative

Watts Communication
Charlottetown, PEI
07.1999 - 03.2000
  • Resolved customer conflicts, utilized upselling/cross-selling skills, and managed customer data effectively

Education

Data Analytics -

Skills For Hire Atlantic, Digital Nova Scotia
Halifax, NS (Remote – Summerside, PE)
11.2023

Network System Administrator (Honours) - Computer Information Systems

Robertson College
City: Winnipeg (Remote From Summerside, PE)
02.2021

Computer Service Technician -

Academy of Learning College
Charlottetown, PE
01.2013

Skills

  • Windows Server 2016 administration
  • Active Directory
  • Group Policy
  • User/access management
  • Client/server configuration
  • TCP/IP
  • DNS
  • DHCP
  • VLANS
  • Routers/switches
  • Subnetting
  • CLI tools
  • Network setup
  • Wired/wireless implementation
  • Azure
  • AWS
  • PC hardware/software
  • Virtualization
  • Imaging
  • Endpoint configuration
  • Python
  • Pandas
  • NumPy
  • Matplotlib
  • Seaborn
  • SQL
  • Tableau
  • Data analysis
  • Database management
  • EDA
  • Dashboards
  • ITIL Foundation
  • Incident/change/problem management
  • ServiceNow
  • Microsoft Teams
  • SharePoint
  • Zoom
  • Slack
  • GDPR
  • HIPAA
  • AWS Artifact
  • Azure Compliance Manager
  • CIA triad
  • Defence in depth
  • Least privilege
  • VPN
  • SSH
  • RDP

Certification

Microsoft Certified: Azure Fundamentals (AZ-900), Microsoft 365 Certified: Fundamentals (MS-900), CompTIA A+, CompTIA Network+, Avaya Cloud Office Design Proficient (Avaya Proprietary Badge – foundational skills in UCaaS, cloud portals, SIP, licensing, and user/device management), AWS Certified Cloud Practitioner, ITIL Foundation, MCSA Windows 2016

Career Transition

07/01/23, 03/31/24, Focused on professional development and health recovery. Earned Microsoft 365 Fundamentals certification. Enhanced technical skills through AWS, Azure, SQL, and Tableau self-paced projects. Resumed active job search in March 2024.

Projects And Practical Experience

  • Developed cloud-based solutions with Azure (optimized storage) and AWS (improved deployment efficiency)
  • Applied AWS Shared Responsibility Model and explored cloud compliance tools
  • Analyzed datasets using Python, SQL, and Tableau, creating interactive dashboards
  • Delivered virtual training sessions on SaaS tools

Relevant Professional Experience

  • Basic Install Support Specialist, Innovatia (Avaya), Remote, 04/01/21, 07/31/23, Onboarded clients and delivered training for Avaya Cloud Office, Troubleshot setup/integration issues, boosting first-call resolution and reducing escalations, Implemented ServiceNow for ticket management, achieving a 15% reduction in response time
  • Computer Service Technician Contractor, Agriculture and Agri-Food Canada, Charlottetown, PE, 11/01/17, 03/31/18, Provided laptop, printer, and Active Directory support, Completed imaging/workstation setups; documented technical procedures for team efficiency
  • Customer Service & Technical Support, Atelka, Charlottetown, PE, 01/01/06, 12/31/12, Resolved billing and technical issues across multiple channels, Mentored inexperienced staff and created templates to streamline responses, Consistently maintained high customer satisfaction ratings
  • Customer Relations Associate, HGS Canada, Remote, 07/01/19, 12/31/19, Managed customer relationships, resolved conflicts, and documented interactions, Collaborated using consultative approaches to enhance customer experience
  • Watts Communication, Watts Communication, Charlottetown, PE, 07/01/99, 03/31/00, Resolved customer conflicts, utilized upselling/cross-selling skills, and managed customer data effectively

Timeline

Basic Install Support Specialist

Innovatia
04.2021 - 07.2023

Customer Relations Associate

HGS Canada
07.2019 - 12.2019

Computer Service Technician Contractor

Agriculture and Agri-Food Canada
11.2017 - 04.2018

Customer Service & Technical Support

Atelka
01.2006 - 01.2012

Customer Relations Representative

Watts Communication
07.1999 - 03.2000

Data Analytics -

Skills For Hire Atlantic, Digital Nova Scotia

Network System Administrator (Honours) - Computer Information Systems

Robertson College

Computer Service Technician -

Academy of Learning College

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Roland Sampson