Sandra .I. Eze
Toronto,ON
Summary
Technical Solutions Specialist with 3+ years of experience in technical support, product support, and IT systems across remote and onsite environments. Skilled in JavaScript, HTML, SQL, Elasticsearch, debugging, and technical documentation. Familiar with digital advertising, performance marketing, DSP platforms, and CMS systems (WordPress, Shopify, Hubspot). Recognized for communication skills, analytical problem-solving, leadership in escalations, and a friendly, client-focused approach to resolving technical challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Solutions Specialist (Remote, Contract)
Francle Solutions
Kitchener, Ontario
02.2023 - 08.2025
- Served as lead escalation point for 300+ users, providing product support, technical problem solving, and debugging.
- Created and debugged custom JavaScript and HTML snippets for client workflows and integrations.
- Queried SQL databases and Elasticsearch to identify root causes and resolve platform-related issues.
- Authored technical documentation and troubleshooting guides tailored to both technical and non-technical audiences.
- Partnered with software engineering and product teams on escalations, improving resolution efficiency by 20%.
- Consistently achieved 95% SLA compliance, handling an average of 25+ weekly tickets.
IT Support Specialist
Cogeco Communications Inc.
Hamilton, Canada
07.2021 - 01.2023
- Delivered technical support and product troubleshooting for 200+ employees, covering desktop, application, and system integrations.
- Collaborated with database and security teams on SQL queries, database administration tasks, and Elasticsearch monitoring.
- Drafted technical documentation for complex setups, reducing knowledge gaps and lowering escalations by 15%.
- Supported cross-functional teams with digital advertising and performance marketing tools exposure, ensuring smooth client data integrations.
- Recognized for communication skills, leadership in escalations, and analytical thinking in resolving complex technical issues.
IT Service Desk Analyst(Co-op)
Rogers Communications
Toronto, Canada
01.2020 - 04.2021
- Provided customer service and technical support for enterprise applications, MS Office 365, and user access issues.
- Assisted with database administration, SQL queries, and system monitoring for early-stage troubleshooting.
- Researched and documented technical solutions, creating FAQs that reduced ticket escalations by 15%.
- Gained exposure to digital advertising platforms (DSPs) and programmatic tools, supporting internal marketing teams.
- Supported non-technical and ESL staff with clear explanations, demonstrating friendly communication and problem-solving skills.
Education
Post-Graduate Diploma - Virtualization and Cloud Computing
Conestoga College
Kitchener, ONPost-Graduate Diploma - Information Technology Project Management
Conestoga College
Kitchener, ONBachelor of Science - Computer Science
Imo State University
NGSkills
- JavaScript
- HTML
- GraphQL
- Google Tag Manager
- SQL
- Elasticsearch
- System Administration
- Product Support
- DSP
- Digital Advertising
- Performance Marketing
- WordPress
- Shopify
- Hubspot
- Technical Documentation
- Customer Service
- Technical Problem Solving
- Root Cause Analysis
- Communication Skills
- Problem Solving
- Analytical
- Leadership
- Friendly
- Supportive
- Highly Competitive
Certification
- AWS Certified Cloud Practitioner, Achieved
- Google IT Support Professional Certificate, Coursera
- CompTIA A+, In Progress
Timeline
Technical Solutions Specialist (Remote, Contract)
Francle Solutions
02.2023 - 08.2025
IT Support Specialist
Cogeco Communications Inc.
07.2021 - 01.2023
IT Service Desk Analyst(Co-op)
Rogers Communications
01.2020 - 04.2021
Post-Graduate Diploma - Virtualization and Cloud Computing
Conestoga College
Post-Graduate Diploma - Information Technology Project Management
Conestoga College
Bachelor of Science - Computer Science
Imo State University
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