Yi Wen Wang
Montreal,QC
Summary
Adept at technical troubleshooting and providing customer services, I enhanced user satisfaction and streamlined operations at my previous workplaces. My expertise in technical support and active listening, combined with a proven track record of problem-solving and efficient customer service, positions me as a valuable asset to any team. Whenever I am met with a difficulty or an impasse, I am always able to use my resourcefulness and quick-thinking to find the most optimal solution possible. I am detail-oriented, organized, and meticulous. I work at fast pace to meet tight deadlines. Methodical and dependable, I was proficient at managing multiple priorities and handling stressful situations with a positive attitude. A future computer engineer in the making, my diligence and curiosity inspire me to be an eager learner with an immense thirst for knowledge. I am also open-minded to new opportunities and findings, even if they were outside of my field of expertise.
Overview
7
7
years of professional experience
Work History
Help Desk Technician
Canadian Food Inspection Agency (CFIA)
09.2023 - Current
- Provided basic end-user troubleshooting and desktop support; installed, modified, and repaired software and hardware to resolve technical issues.
- Delivered remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues, and recorded support interactions for future reference.
- Responded to on-call requests for critical issues.
- Installed, configured, and tested, prior to deployment, operating systems and applications, maintained computer systems and network connections.
Program Assistant
Canadian Food Inspection Agency (CFIA)
05.2023 - 09.2023
- Performed data cleansing and management of old enquiries through Microsoft SharePoint (validated mandatory information, corresponding categorisation, associated actives, relevant documents, and other discrepancies; rectified subject titles to be more precise and clear; deleted duplicates; archived amended enquiries).
- Processed intermediate verification and proofreading of new updates in the knowledge base from the requesting specialists and approved release to the distribution department.
- Suggested additions or corrections to the existing SOPs concerning submissions and other operations of enquiries.
- Studied the content of enquiries to identify the objects of concern (e.g.: animal, plant, food, importation/exportation, sanitary risks, inspections and audits, foreign policies, compliance and regulations, permits and authorisations, etc.).
IT Technician
Transport Canada
07.2022 - 01.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough procedures and resolution of hardware and software problems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Installed and configured operating systems, applications, hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Postal Clerk
Canada Post
08.2018 - 06.2022
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Consistently met deadlines even under high-pressure circumstances while maintaining a positive attitude amongst coworkers.
- Trained new employees on postal procedures, regulations, and company policies leading to a smoother onboarding process.
- Enhanced customer satisfaction by assisting efficiently with package shipping, ensuring proper labelling and timely delivery.
- Processed money orders, cashier''s checks, and other financial transactions with precision and attention to detail.
- Contributed to decreased wait times by quickly serving customers at the counter during high volume periods.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
Call Agent
Numeris
09.2017 - 11.2017
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Established reputation for patience and empathy, even during challenging customer interactions.
- Entered accurate customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Fostered positive team environment, encouraging open communication and collaboration among team members.
Education
Bachelor Of Engineering - Electrical And Computer Engineering
Concordia University
Montreal, QCBachelor Of Computer Science - Computer Science
Université De Montréal
Montreal, QC12.2023
Science Informatique Et Mathématiques - Computer Science
Collège De Rosemont
Montreal, QC05.2023
Science Passe-Partout - Natural Sciences
Collège Ahuntsic
Montreal, QC12.2018
Diplôme D’Études Secondaires - General Arts
Collège Jean-Eudes
Montréal, QC05.2017
Skills
Qualities:
- Problem-Solving
- Attention to Detail
- Friendly and Patient
- Active Listening and Attentiveness
- Critical Thinking
- Creativity and Resourcefulness
- Efficient and Accurate Multitasking
- Composure when Working under Pressure
- Effective Time Management
- Fast-Learning and Adaptivity
- Autonomy and Reliability
- Strong Sense of Responsibility
- Curiosity and Inquisitiveness
Skills:
- Technical Support
- User Support
- Help Desk Support
- Remote Support
- Technical Troubleshooting
- Issue and Resolution Tracking
- Ticket Management
- Account Management
- Software and Hardware Installations
- Hardware and Software Configuration
- Technical Documentation and Comprehension
- Documentation and SOP Development
- Staff Education and Training
- Customer Service
- Complaint Resolution
- Call Center Operations
Softwares:
- Microsoft Windows and Office
- Adobe Photoshop
- Unity
Programming Languages:
- Java
- Python
- C
Communication Languages:
- French: written, spoken and listening - Native
- English: written, spoken and listening - Native
- Chinese (Mandarin): written - Beginner, spoken - Intermediate, and listening - Expert
- Japanese: written: Beginner, spoken and listening - Intermediate
Languages
English
Native or Bilingual
French
Native or Bilingual
Chinese (Mandarin)
Professional Working
Japanese
Limited Working
Timeline
Help Desk Technician
Canadian Food Inspection Agency (CFIA)
09.2023 - Current
Program Assistant
Canadian Food Inspection Agency (CFIA)
05.2023 - 09.2023
IT Technician
Transport Canada
07.2022 - 01.2023
Postal Clerk
Canada Post
08.2018 - 06.2022
Call Agent
Numeris
09.2017 - 11.2017
Bachelor Of Engineering - Electrical And Computer Engineering
Concordia University
Bachelor Of Computer Science - Computer Science
Université De Montréal
Science Informatique Et Mathématiques - Computer Science
Collège De Rosemont
Science Passe-Partout - Natural Sciences
Collège Ahuntsic
Diplôme D’Études Secondaires - General Arts
Collège Jean-Eudes
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