Steve Edwards Email & Phone Number

• Compose the online help content for a business product.

Edmonton, Alberta, Canada

Edmonton, Alberta, Canada

• Actively participated in Scrum meetings, reviewing cyber security policies and incident response plans to strengthen organizational security posture.• Reviewed incident response plans and cyber security policies, improving written communication.• Suggested honeypot for threat hunting project, contributing to proactive security measures.• Collaborated on Microsoft Defender playbooks based on MITRE ATTACK and NIST standards.• Analyzed system and network logs to assess incident severity, aiding in quick resolution.

Edmonton, Alberta, Canada

• Meticulously re-merchandised multiple store sections, ensuring precise product placement and adherence to company standards, resulting in improved store aesthetics and functionality.

Edmonton, Alberta, Canada

• Founded and managed a cleaning company, growing from 4 to 20 weekly jobs in the first year.• Secured and executed commercial contracts for 5 businesses, enhancing company credibility.• Drove business growth through strategic client acquisition, balancing residential and commercial sectors for sustainable revenue streams.• Managed end-to-end operations, from client scheduling to quality control, ensuring consistent service excellence across diverse properties.• Developed and maintained company website, leveraging digital presence to attract new clients and streamline communication channels.

Kelowna, British Columbia, Canada

• Boosted EMR customer satisfaction rating by identifying key issues, implementing targeted solutions, and streamlining support processes.• Improved client satisfaction with prompt and effective symptom recognition.• Diagnosed and addressed environmental issues, including grounding and internet gateway problems.• Utilized SQL scripts to export data for clients transitioning to other EMR vendors.

Edmonton, Alberta, Canada

• Led support team at Emis Inc, enhancing customer satisfaction through timely issue resolution.• Facilitated communication between support and development teams, improving EMR app and team morale.• Developed a comprehensive knowledge base, reducing resolution time and increasing first-call resolution rates.• Prepared and presented monthly reports, showcasing improvements in customer satisfaction and ticket management.

Edmonton, Alberta, Canada

• Resolved second-level software issues, enhancing overall system performance and user experience.• Awarded 2009 Support Employee of the Year for outstanding technical support.• Significantly improved customer satisfaction through timely and accurate technical support.• Maintained high levels of customer satisfaction with empathetic listening and effective communication.• Shared knowledge and best practices to enhance team productivity and service quality.

Edmonton, Alberta, Canada

• Enhanced customer satisfaction by delivering timely, efficient technical support, resolving complex issues.• Diagnosed and resolved software corruption from malware, outdated drivers, and system updates.• Collaborated with team to troubleshoot, boosting productivity and morale.

College Diploma, Cybersecurity, 3.17

College Diploma, Information Technology

Activities and Societies: Curriculum Committee member

Certification, Information Technology Infrastructure Library V4 (Itil 4)

Activities and Societies: Studying for the exam to write in Fall 2024.