I'm a Tier 1 support technician in Abbotsford, and a 2026 Networking and Security graduate. I'm the first voice clients reach by phone, chat, and remote session, working Windows, macOS, and iOS problems end to end instead of handing them off. I trace root causes rather than clearing symptoms, which cut repeat tickets 20% at a campus service desk, and I write every case up so the next technician can pick it up cold. I also build for the web, and I run a self-hosted help desk and server at home to understand service delivery from the inside.
Experience
Technical Support Advisor
First point of contact for clients by phone, chat, and guided remote session, diagnosing Windows, macOS, and iOS issues at a 10–15 minute average handle time. I reason through unfamiliar problems from first principles, researching and testing mid-call to resolve on first contact rather than handing the client off. Every case is worked in CORE, Apple's ticketing platform, and documented so the next technician can pick it up cold. I explain the fix in plain language while I'm making it, so the same problem doesn't come back as a second ticket.
IT Service Desk Technician
Resolved 10+ support requests per shift across Windows and macOS workstations, print queues, and Microsoft 365 accounts, including sign-in failures, password resets, and Office licensing. Cut recurring issues 20% by tracing root causes instead of clearing symptoms, then writing up each fix so the next technician could close it fast. Imaged, deployed, and patched 30+ workstations and provisioned user accounts and access.
Shift Lead
Raised customer satisfaction 15% by owning escalations and resolving complaints at the counter instead of passing them up, delivering bad news plainly when that was the honest answer. Led a team of 5 through daily operations and service standards, coaching them on customer service and conflict resolution at peak hours.
Front-End Support & Developer
Built and maintained front-end features (HTML, CSS, JS) for a newly launched research site with 700+ monthly visitors. Triaged post-launch issues across browser compatibility, accessibility, and content display, ~90% resolved within 24 hours.
Website Developer
Led a team of 3 to build and maintain a WordPress site, coordinating troubleshooting and on-time delivery. Diagnosed functionality and UX issues, communicated fixes to a non-technical client within a 48-hour turnaround.
Application Developer
Developed application features for a foundation focused on holistic human development. Contributed to front-end builds, coordinated with stakeholders, supported deployment workflows.
Education
Bachelor of Computer Information Systems
Certifications
- CompTIA A+ (exam booked)
What I work with
Technical Support
Systems & Cloud
Ticketing & Docs
Networking
Automation & AI
Web Development
Off the clock
The gym
The one hour of my day that's just mine. Lifting clears my head better than anything else, and the discipline has a way of leaking into how I work, show up, do the reps, track the progress.
Cooking
I love trying to learn new dishes and actually pulling them off, following a recipe until I understand it, then changing it to make it mine. It's the same loop as building software: try, taste, adjust, repeat.
Hiking
Give me a trail and a view at the end and I'm sorted. The mountains around Vancouver are ridiculous in the best way, and being a couple of hours from the nearest signal bar is its own kind of reset.
Films
I'll happily lose an evening to a film that's still rattling around my head the next morning. I pay attention to how they're cut, good editing is invisible problem-solving, and I find that weirdly inspiring.
My home lab
A weekend project that turned into the best teacher I've had. Nothing makes DNS, SSL, and firewalls click quite like your own site going dark at 2am and knowing it's on you to bring it back.
Photography
My excuse to step away from screens and actually look at things. Mostly golden-hour walks with a camera, chasing the light, and the occasional very good dog.
Fair questions
So, who am I?
Short version: a Tier 1 support technician who treats closed and actually fixed as two different things, and a 2026 Networking and Security graduate. The longer version is the rest of this page.
What do I actually do?
I'm the first voice clients reach by phone, chat, or remote session, working Windows, macOS, and iOS problems end to end: sign-ins, licensing, devices, connectivity, and the occasional thing nobody can reproduce. If it's technical and someone's stuck, that's where I'm useful.
Why should a hiring manager care?
Because I don't hand off problems, I close them. I'd rather research and test mid-call than escalate, I explain the fix in plain language so it doesn't come back as a second ticket, and I write every case up so the next technician can pick it up cold. At my last service desk that approach cut repeat issues by 20%.
What's something I built that surprised even me?
My home server. I expected a weekend project; it became a real education in how the internet works, DNS propagation, SSL handshakes, firewall rules that finally made sense. It's been running at 99%+ uptime ever since.
Where am I headed?
Deeper into security and infrastructure. I want to be the person who bridges “it works on my machine” and “it works, safely, for everyone”, part engineering, part operations, part plain communication.