Analytical and critical thinker

Customer service expert

Skilled multi-tasker

Troubleshooting and resolving technical issues

Fast learner

Effective oral and written communication skills

Strong Organization skills

Work well under pressure

Collecting and compiling data

Microsoft Office Skills

Skilled in TCP/IP and WAN

Mac OS systems

Windows Operating Systems

GSuite

Tech Support

Maine Hosting Solutions – Bath, Maine

2023 to Current

Tech support, Billing, Webhosting, Site Design, Site Maintenance etc.

Owner / Operator

KristaMacRae.com Webhosting and Design  – Point Prim, PEI

2014 to Current

Webhosting, Site Design, Site Maintenance etc.

Support Manager

Palomino Systems (Previously GCIS INC) – Toronto, ON

12/2017 to 02/2022

Web Hosting Support and Web Server Management

Manage support team

Support Analyst

Cogsdale Corporation – Charlottetown, PEI

04/2017 to 11/2017

Provided support to end users for Microsoft Dynamics GP in addition to proprietary billing software created by Cogsdale.

Team lead

Server Sitters – Charlottetown, PEI

09/2014 to 04/2017

I started working with Server Sitters at a Tier1 level, doing inbound support for web hosting via phones, live chat and tickets.  After  three months, I then moved to a Tier2 position and began training new agents as well.

Six months after starting, I moved into a Team Lead/Supervisor position.

Just after being there a year, I became the full time Trainer/Quality Assurance Manager.

Shortly after being there for two years, I became the Lead for the entire support floor, as well as delegated support tasks, and worked with support agents in regards to mentoring and building their web hosting knowledge.

• Worked closely with team members to meet or exceed all customer service requirements.
• Maintained and updated customer service database.
• Defined and documented technical best practices.
• Participated in various incentive programs and contests designed to support achievement of production goals.
• Demonstrated professionalism and courtesy with customers at all times.
• Identified and solved technical issues with a variety of diagnostic tools.
• Maintained high departmental standards for quality and productivity metrics.
• Created documentation that empowered and enabled user community.
• Managed call flow and responded to technical support needs of customers.
• Researched, troubleshot and resolved complex problems independently.
• Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
• Used ticketing systems to manage and process actions taken.
• Provided on-call support for critical issues.

National IT Service Desk
Veterans Affairs Canada – Charlottetown, PE

06/2013 to 10/2013

This was a Casual/Term Position providing IT support to Veterans Affairs employees across Canada.  In this position I dealt primarily with application issues.

• Provided base level IT support to non-technical personnel within the business.
• Worked closely with team members to meet or exceed all customer service requirements.
• Demonstrated professionalism and courtesy with users at all times.
• Identified and solved technical issues with a variety of diagnostic tools.
• Created cases and claims for damaged, lost or displaced packages.
• Described solutions to customers accurately and persuasively.
• Managed call flow and responded to technical support needs of users.

Information Technology System Services
UPEI – Charlottetown, PE

04/2013 to 05/2013

This position was On the Job Training (Part of Holland College program) where I worked with Nagios network monitoring software, as well as Cacti, a network graphing tool.  I installed a new instance on a Debian server in order to test different aspects of Nagios and Cacti with a network consisting of 500+ devices being
monitored.
In addition, I did helpdesk support, collaborating with and assisting employees, professors and students with any IT related issues.

Network Operations
Bell Aliant – Charlottetown, PE

11/2011 to 09/2012

This was a student position where I dealt with Inbound and outbound support calls and tickets  for Internet Security, VoIP, IPTV, as well as escalated voice mail issues.

• Provided base level IT support to non-technical personnel within the business.
• Worked closely with team members to meet or exceed all customer service requirements.
• Demonstrated professionalism and courtesy with customers at all times.
• Identified and solved technical issues with a variety of diagnostic tools.
• Managed call flow and responded to technical support needs of customers.
• Followed up with clients to ensure optimal customer satisfaction.

Technical Support Representitive
Atelka – Charlottetown, PE

07/2009 to 10/2009

In this position I answered calls with respect to VoIP, Internet service, webhosting, and email. 

• Managed call flow and responded to technical support needs of customers.
• Resolved customer issues in a clear, courteous and straightforward manner.
• Answered telephone calls promptly and minimized delays that could lead to abandoned calls.

Technical Support Analyst
Online Support – Charlottetown, PE

08/2008 to 01/2009

In this position I provided Tier 1 support via phone for iPods.

• Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
• Managed call flow and responded to technical support needs of customers.
• Resolved customer issues in a clear, courteous and straightforward manner.

Technical Support Representative
Advantage Communications Inc. – Charlottetown, PE

08/2005 to 04/2008

I worked in various departments in this workplaces answering inbound calls and chats and providing technical support for Internet connections, wireless applications, browsers and webhosting including email, databases, online storefronts, ftp, Windows and Linux platforms on both shared and dedicated servers.

Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
Managed call flow and responded to technical support needs of customers.