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Customer Service Technical Support

Toronto, Ontario, Canada
January 10, 2018

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Jason Hawes

*** ******* ******* ****.

Aurora ON L4G 2Z8


Petsmart Canada

Merchandising & Inventory Leader - Oct. 2017 - Present

Early morning Stocker - Oct. 2014 - Oct. 2017

Comsale Computers

Customer Service Agent - Oct. 2017 - Present

Pathway Communications March 2016 – March 2017

IT Trainer & Quality Specialist

- Conducted baseline quality, training and SOP analysis for the entire team covering all measurable aspects to determine gaps and target coaching and training efforts, hands-on, remotely and in classroom leading by example taking tier 2 escalations.

- Standardized training, quality, documentation and coaching processes in both Canada and India and provided a cohesive, unifying vision throughout the transformation period as team members came onboard.

- Increased quality scores by up to 45% exceeding all targets for both agents, and clients ranging from enterprise-level wireless providers to health care institutions and government organizations.

- Streamlined all processes and documentation for ease of use ensuring compliance with regulations and customer requirements.

- Assisted team with meeting all SLAs through call, support ticket and Email monitoring.

- Developed quality improvement plans for agents with client and management feedback and direct observations.

- Conducted training programs for new-hire, existing Technical Support Agents and train the trainer sessions.

- Ensured the delivery is engaging using a variety of training methods & applications to accommodate adult learning styles.

- Provided Coaching using effective, tailored feedback methods to ensure employee motivation.

- Measured Training effectiveness through analysis and identified gaps in curriculum.

- Developed and maintained Training and coaching records for all Agents.

- Provided guidance and support to the management team for process improvements and problem resolution.

- Worked with the management team to drive the development of analytical reporting to correlate the impact of training, quality and other initiatives on client feedback and client satisfaction.

- Provided KPI & SLA reporting and presentation for client groups (agents, management, clients)

- Supported other departments and projects by sharing best practices experience and job knowledge.

Q9 Networks Inc. April 2012 – July 2015

Technical Trainer

- Provide Basic Orientation to new hires supported by department-specific training material.

- Hands-on, comprehensive training of DCTs, CCAs and other Operations staff for their respective roles.

- Develop and maintain DCT, CCA and Operational procedural documentation and reference material.

- Create and maintain department-specific training and reference material for other departments and customers.

- Conduct ongoing re-training sessions for existing DCTs nationwide.

- Prepare training schedules, training aids, and arrange resources for training sessions.

- Create labs for initial and supplemental training.

- Develop and deliver quizzes, tests and final exams for trainees.

- Assist DCT teams with daily tasks and shift coverage when the team is short-staffed.

- Maintain/contribute to DCT and CCA Wikis.

- Provide On-Call support to DCTs during off hours.

- Attend regular DCT TL and Operations meetings to remain apprised of latest procedures and training requirements.

- Work closely with management to ensure training and documentation expectations are met.

Q9 Networks Inc. May 2015 – July 2015

Change Management Analyst

- Coordinated tasks related to architectural changes/migrations/maintenances.

- Analyze proposed changes; communicate change objectives, technical requirements and risk factors.

- Develop and maintain step-by-step technical maintenance plans for execution by 24/7 operational groups.

- Review proposed maintenance plans created by others for technical logic, accuracy and thoroughness.

- Negotiate appropriate maintenance windows, ensure appropriate resources are available and allocated.

- Confirm all technical, procedural, documentation, and customer requirements are met.

- Review completed maintenance events, execute post-maintenance steps, and track any outstanding issues.

- Perform quality assurance checks on newly provisioned devices and services.

- Process incoming maintenance notifications from third party providers and internal Q9 groups.

- Develop, maintain, and improve maintenance plan templates, notification templates, and checklists

- Provide recommendations for process improvements and methods of procedure in order to minimize impact/risk.

Q9 Networks Inc. June 2007 – April 2012

Data Centre Technician

- Building enterprise level systems from component parts.

- Deploying servers and other computing equipment.

- Attaching and labeling network, KVM, and power cables in accordance with network diagrams.

- Troubleshooting, repairing, testing and replacing servers and other computing equipment.

- Receiving, unpacking, and inventorying equipment from vendors.

- Rebooting, logging-on or performing other basic remote services for our customers.

- Speaking directly with customers or vendors on service issues.

- Securely handling removable media such as CDs, DVDs and tapes.

- Responding to miscellaneous requests from internal groups.

NuComm International

Customer Service Representative/ May 2005 – Sept. 2006

Employee Performance Supervisor

- Accepted incoming calls from various clients regarding technical support, billing and sales.

- Managed scheduling, payroll, performance and other concerns for up to 25 team members.

- Responsible for the continuous improvement of all team members through individual coaching, data analysis and performance monitoring.

Intersports Inc. Sept. 1999 – Nov. 2005

Technology Director

- Developed, implemented and maintained technology solutions company-wide through various transformations.

- Established office network, designed workstations for each user having unique requirements including audio/video recording,

editing and publishing.

- Created and maintained company website.

- Supervised staff of two providing solutions to evolving technical requirements, user support, training and network maintenance.

Sematic Communications April 1999 – Sept. 1999


- Provided telephone, computer, Internet and fax solutions to office environments.

- Administered mobile telephone hardware and plans.

- Integrated office environment to off-site locations.

- Provided On-Call support.

Cancable Inc. March 1997 – April 1999

Assistant Regional Manager – Peterborough/Durham/Kawartha Lakes

- Attended regular, internal C-level meetings to discuss sales successes, procedures and training opportunities.

- Attended regular meetings with regional clients (Rogers and Cogeco) to discuss product changes, customer feedback and procedural changes and communicated findings to CEO and COO.

- Assisted in the selection of new employees and provided training, coaching and technical assistance to entire team.

- Orchestrated and assisted with hardware, software and system sales, installation/setup, application, Operating System, peripheral troubleshooting and tutoring.

- Internet, Operating System and application tutoring.

- Cogeco/Rogers @home installations (Approx. 2000 PC and Macintosh Customers).

- LAN design, installation and configuration.

The Vanwood Group June 1994 – March 1997

Director, Event Services

- Using an operating budget of $250,000 I designed and had a customized vehicle constructed capable of Olympic grade photo finish and electronic timing for cycling events. I expanded the project scope (within the budget) to include service to various sporting and other events. The timing equipment was run on a Windows for Workgroups 3.11 LAN.

- With a staff of two, we attended several Ontario Cycling Association regulated road cycling events throughout the province sponsored by the VanWood Group.

Department of National Defense Nov. 1992 – June 1996

Canadian Armed Forces - Primary Reserves

- Served with the 48th Highlanders of Canada, Toronto.

- Reached the rank of Corporal as an infantry machine gunner.


HLLQP – Oliver’s Learning

Successful completion of all exams – Durham College


FSCO Insurance License - 17161912

Standard First Aid with CPR A + AED - November 2014 to November 2017

Joint Health and Safety Committee Member Certification, Level 1 and 2

Inclusive Leadership Training - Certificate Program – CatalystX


Tony Searle - VP BPO Group - Netpulse Services, Pathway Communications


Zita Villalta – Change and Problem Manager – Quickplay Media/AT&T



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