Resume

In progress.

For now check out my LinkedIn profile and my meager StackExchange profile.

 

Current Positions

 

 

Past Positions

Interactive Developer and Education Technology Assistant
Online Development Team Vancouver Island University
June 2004 – July 2006

Duties

  • Developed interactive learning activities for online courses in Adobe Flash. Provided technician support to faculty and students using WebCT and Moodle
  • Web Development using Adobe Flash, PHP, MySQL, HTML, CSS
  • System Administration duties related to the institutions WebCT and Moodle servers Redhat Enterprise/CentOS, Apache, MySQL, PHP

Achievements

  • Standardized and consolidated over 12 Moodle instances down to 4 instances with a standard set of blocks and plugins
  • Developed an authentication API for BCCampus that allowed single sign-on for students signed into BCCampus’s portal into Moodle instances hosted at BC Post Secondary Institutions across the province
  • Developed standardized templates for Adobe Flash based learning activities used for online courses in WebCT and Moodle
  • Developed a WebCT Quiz Migration Tool [Alt-Link] to assist with migrating quizzes from WebCT backups into Moodle courses

MSN Tech Support – Tier 2
NCO Group
August 2002 – April 2005

Duties

  • Provided first and second tier telephone and TTY technical support for MSN Dial-up Internet Subscribers using a variety of Windows operating systems, including their network and dial-up stacks and web browser issues
  • Consistently scored above average on weekly call quality reviews and scored the highest score recorded on a quality calibration call for our call center
  • Diagnosed and resolved malware/spyware issues
  • Acted as a Team Lead for tier one support representatives providing them support and guidance when requested on their calls
  • Reviewed invalid escalation reports to tier two, assessed their validity and provided written feedback to the tier one support representatives supervisor and quality coach for follow-up
  • Acted as a team lead providing dedicated support and guidance for new hires during their first three weeks on the phone after their class room training was complete before they were dispersed into existing teams
  • Acted a subject matter expert providing technical content and troubleshooting tips for a weekly internal newsletter

Achievements

  • Part of a team sent to the Philippians to act as a team lead and provide support for the launch of a new call center and performed some initial QA on a new troubleshooting workflow product
  • Lead classroom training for multiple classes of new highers for the Microsoft Xbox Power Cord Recall Program
  • Created multiple interactive emulators (Adobe Flash) and custom tools (HTML/PHP) for other support representatives to use to improve troubleshooting and workflow efficiency and accuracy
  • Built a custom Microsoft Access Database that could ingest weekly call center quality Excel data and produce canned reports automatically. This tool reduced the time taken to generate these reports from hours to minutes