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.