Experience
Userful Corporation
Tier 3 Support and Public Computing Manager —
06/2018 –
07/2025,
Calgary
- Led technical initiatives and solution delivery for public computing deployments in libraries and hotels.
- Handled Tier 3 escalations from Tier 1 and Tier 2 teams, including complex troubleshooting and root cause analysis.
- Served as a trusted resource for internal teams by providing technical guidance and training.
- Managed internal test environments and tools using Bash and Ansible.
- Developed internal utilities like ISO tracking systems and REST APIs.
- Created escalation reports for Development to ensure resolution of systemic issues.
- Supported customers from small libraries to large corporations.
- Handled high-pressure customer interactions, including escalated cases.
Userful Corporation
Public Computing Project Manager —
03/2018 –
06/2018,
Calgary
- Promoted to manage Public Computing and Library customer projects.
- Initiated and filled Tier 2 Support role.
Userful Corporation
Linux Technical Support —
10/2013 –
03/2018,
Victoria
- Troubleshot Userful Products: Desktop, Multiplatform, Video wall.
- Printer setup and external authentication integration.
- Investigated networked zero client shutdown patterns.
DTI Computers
Store Manager —
01/2012 –
12/2012,
Victoria
- Managed store operations, repairs, and customer interactions.
- Handled cash, posted signage, and supervised staff.
- Helped with the transition of The Discovery Computer stores sale to DTI Computers.
The Discovery Stores Computers
General Manager —
09/2010 –
04/2012,
Victoria
- Managed store operations, repairs, and customer interactions.
- Handled cash, posted signage, and supervised staff.
- Coordinated information and asset transfers between stores within the chain.
Summary
Experienced Technical Support Specialist and Project Manager with over a decade of success in Linux system administration, customer support leadership, and public computing deployments. Proven ability to reduce troubleshooting times, boost customer satisfaction, and lead complex projects across technical and customer-facing domains. Skilled in Bash scripting, Ansible, Docker, and scalable support systems. Strong communicator and cross-functional collaborator with a focus on continuous improvement, automation, and service excellence.
Certificates
| Title |
Issued By |
Date Issued |
Certificate URL |
| Develop Your Writing Skills |
LinkedIn |
Nov 2024 |
View
|
| Learning Docker |
LinkedIn |
Jul 2023 |
View
|
| Learning Ansible |
LinkedIn |
Feb 2023 |
View
|
| IT Security: Defense against the digital dark arts |
Coursera |
Oct 2022 |
View
|
| Google IT Support Specialization |
Coursera |
Oct 2022 |
View
|
Skills
Technical Support
Customer Satisfaction
Computer Networking
Account Management
Sales
Linux System Administration
Direct Sales
B2B
Sales Operations
Retail
Web Development
Windows
Ansible
Docker
Sales Management
Interests
- Self Hosting
- Home Automation
- Continuous Learning