Joseph R.
About Joseph R.
Joseph R. is an Application Support Analyst at Intelex Technologies ULC, where he has worked since 2020. He has a diverse background in customer service and technical support, with previous roles at organizations such as Metro Inc., Toronto Transit Commission, and Scotiabank.
Current Role at Intelex Technologies ULC
Joseph R. has been serving as an Application Support Analyst at Intelex Technologies ULC since 2020. In this role, he has demonstrated exceptional performance by consistently achieving the lowest average ticket resolution time on his team. He set a record by taking on 179 new support tickets in his second month, the highest for any support analyst regardless of tenure. Joseph has also successfully onboarded and ramped up within one month while working remotely due to the pandemic. His contributions include implementing process improvements in ticket management that were adopted by the team.
Previous Experience in Customer Service and Support
Joseph R. has a diverse background in customer service and support roles. He worked as a Customer Service Representative at the Toronto Transit Commission (TTC) from 2015 to 2016. Prior to that, he served as a Station Maintenance Lead at TTC from 2013 to 2014. He also held the position of Technical Support Analyst at Scotiabank from 2019 to 2020. His experience includes a role as a Client Support Analyst at Cority for six months in 2018 and as an Inside Sales Coordinator at Priority Submetering Solutions from 2018 to 2019.
Entrepreneurial Experience with NuePage Web Design
Joseph R. founded NuePage Web Design, where he worked from 2014 to 2018. This venture allowed him to gain valuable experience in web design and business management. His role as a founder provided him with insights into client relations and project management, contributing to his overall expertise in the technology and customer support sectors.
Educational Background
Joseph R. has a solid educational foundation in business and technology. He studied at J. Clarke Richardson Collegiate, where he earned his Ontario Secondary School Diploma from 2009 to 2012. He then attended the University of Ontario Institute of Technology, achieving a degree in Information Technology Management from 2012 to 2013. Following this, he pursued a Bachelor of Commerce in Business Technology Management at Ryerson University, completing his studies from 2013 to 2017.
Recognitions and Achievements
At Intelex Technologies ULC, Joseph R. was nominated for an internal CX-Award for his exceptional performance in handling support tickets. He has been designated as the Customer Expert for HydroOne, where he worked closely to enhance and resolve defects efficiently. His contributions to process improvements in ticket management have positively impacted team operations.