Sheldon Allen
Shediac
Summary
Accomplished Technical Support Representative with a proven track record at Rogers Communications, adept in network diagnostics and fostering customer trust. Excelled in reducing call resolution times by mastering software and hardware repair, and significantly improved team efficiency through knowledge sharing. Demonstrates exceptional problem-solving and interpersonal skills.
Developed exceptional problem-solving skills and technical expertise in fast-paced support environment. Demonstrated ability to communicate effectively with diverse users and resolve complex issues efficiently. Seeking to leverage these transferable skills in new and dynamic field.
Overview
11
11
years of professional experience
Work History
Technical Support Representative
Rogers Communications
01.2016 - 08.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Developed and enforced security protocols to mitigate fraud risks and safeguard internet and email communication, while consistently maintaining client confidentiality and trust.
IT and Billing Support Specialist
Virgin Mobile
03.2012 - 11.2015
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
Education
Associate's Degree - Cyber Security
Eastern College
05-2025
Skills
- Network diagnostics
- Desktop support
- Software diagnosis
- User credential management
- Ticket management
- Hardware and software repair
Languages
English
Native or Bilingual
French
Elementary
Interests
- 3D Printing
- Coding and Programming
- Video Gaming
- Artificial Intelligence (AI) and Machine Learning
- Computer repair and Assembly
Timeline
Technical Support Representative
Rogers Communications
01.2016 - 08.2023
IT and Billing Support Specialist
Virgin Mobile
03.2012 - 11.2015
Associate's Degree - Cyber Security
Eastern College
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