Sawyer Fawcett
Barrie,ON
Summary
Focused Service Desk Analyst with experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Systems Consultant
Long View Systems
01.2023 - Current
- Service Desk analyst providing support to 10+ different clients across 4 different service lines and 3 different ITSM's.
- Providing technical assistance to end-users via phone, email, or chat.
- Diagnosed and resolved hardware and software issues promptly.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained accurate records of incidents and resolutions.
- Delivered exceptional customer service and ensured user satisfaction.
Courier/Package Handler
FedEx Express
12.2021 - 09.2022
- Established lasting relationships with customers by delivering packages on time, interacting professionally and responding promptly to questions.
- Safely loaded items into delivery vehicle to minimize damage while in transit.
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
- Greeted recipients, delivered packages and parcels and acquired proper signatures for all deliveries
- Drove safely at all times to avoid accidents and harm.
Customer Service Representative
HGS Canada
04.2018 - 10.2020
- Customer Service Representative for Rogers, responsible for handling inbound calls to the Customer Retention Department.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Trainer for new employees going through onboarding with the company.
Nursery Assistant
Bradford Greenhouses Garden Gallery
03.2017 - 07.2017
- Unloaded plants and nursery items from delivery trucks.
- Transported and loaded harvested items into delivery trucks.
- Assisted customers with finding requested trees, plants and flowers.
Hourly Associate
Panera Bread
06.2013 - 10.2016
- When working at Panera Bread, my areas of responsibility were food preparation, table service as well as kitchen and dining room maintenance.
Education
Engineering Technology
Georgian College
High School Diploma -
St. Peters Catholic Secondary School
Skills
- Dependable and Responsible
- Excellent Communication
- Problem Solving
- Attention to Detail
- Organization and Time Management
- Microsoft Azure
- Microsoft Exchange
- Active Directory
- Service Now
- IT Service Management
Certification
CompTIA A+ Certification
Timeline
Systems Consultant
Long View Systems
01.2023 - Current
Courier/Package Handler
FedEx Express
12.2021 - 09.2022
Customer Service Representative
HGS Canada
04.2018 - 10.2020
Nursery Assistant
Bradford Greenhouses Garden Gallery
03.2017 - 07.2017
Hourly Associate
Panera Bread
06.2013 - 10.2016
Engineering Technology
Georgian College
High School Diploma -
St. Peters Catholic Secondary School
CompTIA A+ Certification
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