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Customer Service Support

Kitchener, Ontario, N2R 1X4, Canada
October 01, 2016

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*** ******** *** ********* ** N*R *X*

Michelle Bainbridge


Network Administration Systems Engineering, Office Technology, Dealing with Difficult People, Train the Trainer, Time Management, Critical Thinking and Problem Solving, Responding to Conflict, TICO certified (Travel Industry Council of Ontario)

Professional Highlights

exactEarth (February 2012-present)

Customer Support Representative – April 2013 – Present

Troubleshoot, diagnose, and actively resolve customer issues in a timely manner including answering incoming customer calls, emails and Customer Support Portal tickets

Work on analysis projects with various other departments to resolve customer issues and improve processes as well as product functionality

Create maintain and update Customer Support user manuals and internal knowledge bases as business processes change or new applications are introduced

Troubleshoot and work in pressure situations and undertake new tasks as assigned

Create and deliver monthly reports by deadline

Support the Customer Service Manager with additional tasks and work some on-call situations

Work closely with the Operations Department to ensure any issues that affect customers are identified and communicated in a timely manner.

Quickly recover from any product downtime and provide historical data to customers

Network Centre Operator – February 2012 – June 2014

Proactive monitoring of Network infrastructure

Troubleshoot, diagnose and test all issues that are raised and where necessary escalate to the relevant technical areas

Identify payload issues and promptly escalate to technical authorities ensuring payload health is maintained

Create, maintain and update all Operations user guides and internal knowledge bases as the business processes change or new applications are developed

Shift work and On-call service will be required on a rotating business; Undertake new tasks as assigned

Troubleshoot and work in pressure situations

Descartes Systems Group (October 2010-November 2013)

Incident Management Center Representative

Managed Network Monitoring Systems and responded to and addressed system generated alerts

Reacted quickly to problems and followed procedures to orchestrate solutions

Created and tracked interactions, problems, updated incidents in tracking tools by abiding to formats and ensuring timely and accurate updates

Created and maintained documentation

Managed escalation and response teams within all IT and product groups

arvato digital services (March 2010 - May 2010)


Supervised a team of 15-25 agents

Managed team stats and made sure agents knew what their stats were each week

Developed and delivered Enhancement Plans weekly to show agents how they were progressing and where they needed to be

Monitored agent calls and delivered results weekly

Coordinated daily progress meetings with agents

Centerbeam (December 2008 -January 2010)

Remote Technical Support Specialist

Customer support handling technical issues such as troubleshooting end user applications, network connectivity(IPSec, VPN, Citrix administration), Active Directory administration, Mail flow in the exchange environment and Blackberry issues.

Worked Remotely using CBRC (Bomgar) to access customer's computers to resolve a multitude of issues

Resolved cases in Remedy

Answered calls within the 60 second Average Speed of Answer based on service level agreement

Succeeded in delivering first call resolution via inbound calls, email, or voicemail

Sitel (February 2003 -December 2008)


Managed a team of 10-25 agents

Managed team’s payroll

Monitored agent calls and delivered feedback weekly

Managed KPI’s – SLA, aux times, call times etc.

Owned all escalation calls until resolved

Completed ongoing corporate training

Chaired weekly team meetings

Developed sales incentives weekly

Documented and delivered corrective action as needed

Led one on one weekly meetings with agents

MCAP (2001 - 2002)

Receptionist/Mail Clerk

Registered all incoming payments

Opened all mail and couriers and distributed accordingly

Processed all out-going mail and couriers

Maintained spreadsheet of all invoices and payments

Welcomed all walk-in clients and directed concerns to the correct department

New Apostolic Church (1998 - 2001)

Administrative Assistant

Supported the printing and mailing department

Ordered publications from various printers world-wide

Checked invoices and shipping documents before submitting to accounting

Managed membership database

Typeset and proofread manuscripts for creating Sunday School books in dual languages – English/”other language”

University of Waterloo (1997 - 1998)

Administrative Secretary

Drafted corporate communications of behalf of the Director and Associate Directors

Facilitated survey results

Managed entry of travel and expense data into company database

Assembled and distributed relevant information to department members

Generated staff listings using FileMaker Pro



Organized, work well under pressure, attention to detail, professional demeanor, work independently or in a team, enthusiastic and motivated, excellent customer service and communication skills, both written and verbal, keen to learn and develop new skills, First Aid/First Responder


A+ certified, Remedy, Bomgar, Nagios, SCOM, IPMonitor, Websphere, Big Brother, Argent, Robot & Heartbeats Monitor, Windows Server 2008, Active Directory, Exchange, Windows 7, Network Infrastructure, Strong analytical and problem solving, strong knowledge of Microsoft products, Net+, Server Administrator, Windows Desktop, Blackberry Server Admin


Network Administration Systems Engineering

Conestoga College, Kitchener, On


Office Technology

NBCCSJ, Saint John, NB



References are available on request.

Contact this candidate