IT & Application Support
Extensive experience troubleshooting users, workstations, POS environments, and web-based systems. I don't just clear tickets; I investigate the underlying application cause, document the resolution, and escalate with useful evidence.
Professional Experience
2024 – Present · Regina, SK
Customer Service Representative
Canadian Tire
- Resolve approximately 14 customer questions per day in person, by phone, and by email — identifying the issue, explaining the solution, and escalating appropriately.
- Troubleshoot POS-system and peripheral issues while maintaining service continuity in a high-volume retail environment.
- Document resolutions and contribute to knowledge-base updates, strengthening repeatable support practices.
2022 – 2023 · Douala, Cameroon
Junior IT Technician
Cyber Café
- Installed and updated hardware and software, prepared workstations, and supported users with routine technical issues.
- Set up and dismantled IT equipment for meetings and events, verifying connectivity and operational readiness.
- Participated in recurring security and backup checks, building disciplined habits around system reliability and data protection.
Also supported internal business users through a software engineering internship at MTN Cameroon — full case study on the Software Dev page
Featured Support Project
Global Help Desk System
System Design Concept
The System
Designed a support workflow covering ticket intake, categorization, assignment, status tracking, resolution notes, escalation, and administrator oversight.
Impact
Structured the system around traceable incidents and repeatable troubleshooting rather than informal issue handling, drastically improving resolution times and accountability.
Hiring for a support or service-desk role?
I bring structured troubleshooting, clear documentation, and bilingual (EN/FR) customer communication to every ticket.