Answer in-calls from clients to help with doubts, questions, problem solving and providing information.● Answer emails about client's required information using the available resources, enter client’s personal data to thesystem and keep a high load of work within a fast-paced environment.● Assist in the training and guidance of new trainees to facilitate their new activities taking live calls.● Support fellow agents through different platforms answering any on-going in-call related questions and, at thesame time, assist by supervising the calls.

Responsible for the installation, maintenance, repair and service of Casino Slot Machines, Video LotteryTerminals (VLT’s), and Casino related equipment such as money counters and cash dispensers. Provide product support and guidance to retailers within a specific area or region. Maintained a parts inventory in personal fleet van, including semi-annual inventory audits in casino and regional warehouse. Proficient knowledge in Alberta and British Columbia government gaming regulations, policies andequipment maintenance and repair In depth analysis for any incidents between customers and terminals where cash or game play is involved Assigned and successfully completed special projects involving WCLC equipment and Bench testingtrials.Constant communication between vendor technicians from companies such as, Scientific Games, Interblock and Bally.

• Provide first level response to RTC’s (Rail Traffic Controllers) technical related calls regarding the Railway Communications Network across Canada and The United States.• Deliver technical support to Signal and Communication Field Technicians including Hot Box Detectors, Signal Enhancers and Crossing/Signage Systems throughout North America. • Responsible for installation, repair, maintenance and inspection of RTC dispatching equipment including PC’s, audio and network equipment.• Maintain the Canadian Pacific dispatching (TrakCom) software and hardware and N.I.C.E. Recording Systems servers and user accounts.• Install, upgrade and testing Radio base systems, Fiber Optic Networks, VOIP Radios and Rail Traffic Control Systems. • Contributed significantly to the ongoing success of the Fiber Electronic Renewal (FER) of over 300 radios sites in Canada and in the US o Maintained and modified Trakcom Database before and during the cutoverso Coordinated radio checks methodically with S&C Field Technicianso Troubleshot various issues effectively and in a timely manner while under pressure to complete the cutover without impacting train operations • Supported Centralized Traffic Control (CTC) packet switch configuration and file uploading; as well as software tools utilized for troubleshooting and maintenance purposes.

• Analysis of customer field return smartphones for latent and induced defects within hardware, software and mechanical domains• Responsible for detailed visual and textual documentation of field return analysis observations/activities for evidence gathering purposes and subsequent report creation for communication to design, engineering, repair and manufacturing support teams• Determining the root cause of said defects by thorough device testing, HW (hardware) and SW (software) troubleshooting techniques, microscopic and x-ray analysis and by using data to backup the conclusion and produce detailed documentation to improve present and future products• Communicate with team Engineering technologists and Specialists to maintain consistent failure classification for similar root cause conclusions • Responsible for verifying suspected HW and SW defects thru requests for laboratory analysis of components/materials and requests to SW developers• Supported training (mentoring style) of new FRA personnel for on-site and remote teams.• Onsite technical support to Outsourcing partners in Mexico for Mass production and repair• Process documentation and translation for New Product Introduction • Provide Feedback to improve the Field return Process either to improve the depth of investigation or ways to save effort and be more efficient• Assist with New Product Introduction(NPI) • Train and equip staff with the knowledge, practical skills and motivation to carry out work-related tasks and maximize productivity. • Ensure that all process documentation was completed in a timely manner and according to quality standards.

Flextronics Mexico, Guadalajara, Jalisco, Mexico • Line and Process readiness for new Repair line • Management of Line repair technicians for SUR (Same Unit Repair) • Meeting deadlines for In Warranty same week repairs.

JABIL Circuit, Guadalajara,Jalisco, Mexico• Board level troubleshooting of freshly manufactured test failure for circuit boards for SMT (surface mount technology), solder quality and component defect identification. • Monitoring manufacturing line for component, in-circuit testing, assembly and software problems for the entire process. Interfacing with engineering personnel to assist with ongoing manufacturing improvement initiatives and requests for technical information.