Alexander (Sandy) McFadden's Resume

Automattic

Web Developer

• Maintain the Simplenote Web / Electron app
• Contribute to the Simplenote backend

Automattic

Happiness Engineer & Team Lead

• In September 2018 I moved back to an individual contributor role
• In June 2016 I moved from an individual contributor role to a Team Lead.
• Assist in operations within the Happiness Division. This involves evaluating incoming support demand and ensuring staffing and scheduling are in place to meet that demand.
• Help develop Happiness Engineers to be successful in their role.
• Set expectations, provide feedback, and evaluate a team of Happiness Engineers.
• Help people use Automattic products, mainly WordPress.com.
• Troubleshooting and reporting bugs.
• Generally keeping users happy.

Acadia University

Library Technology Specialist

• Provide support for the Library's automated systems.
• Assist library staff and patrons with the use of library technology.
• Provide and support custom programming as required.

OurValley.ca

Owner / Developer

• Design and Develop custom web applications and websites for businesses.
• A local guide to the Annapolis Valley Nova Scotia.

Michelin North America (Canada)

IT Support / Developer

• Worked on developing and maintaining the internal Intranet website used by employees mainly for communications and reporting.

Register.com

Solutions Specialist

• Responsible for assessing each incoming customer request to identify which Register.com product or service best suits the individual needs of the client with the goal of increasing customer loyalty and driving revenue using up-selling and cross-selling techniques.

On-Line Support Inc.

Sales & Service Supervisor

• Manage a team of customer service representatives.
• Responsible for quality assurance and daily performance.
• Provide leadership, coaching and technical direction for the sales and service team.
• Many other functions including interviewing, training, and performance reviews.

EastLink Communications

Network Support Specialist

• Monitor and troubleshoot Eastlink Cable, Transport & Telephone Network as well as internal queues and IVR.
• Assist CSR's in resolving customer telephone problems.
• Assist 911 emergencies as well as Police & RCMP requests for information.
• Perform programming and backups from a DMS switch & Voice Mail Systems.
• Provide reports and new project ideas for technical managers.

On-Line Support Inc.

Operations Supervisor

• Started with company as a Technical Support Representative, in March 2000, where I assisted customers with internet related problems.
• In August 2001 moved into the role of Team Leader where I was responsible for providing continuous training to the Technical Support Representatives, handling escalated customer requests, and assist or act as supervisor when needed.
• In July 2002 I was promoted to Operations Supervisor where my duties were as follows:
  • Monitoring staffing levels to meet productivity and service level objects.
  • Schedule adherences.
  • Liaison with Tier II contacts.
  • Ensure the call center displays a measure of professionalism from both agents and coaches.

Acadia University

Hardware Consultant

• Work experience for the Electronics Engineering course.
• Repairing laptop computers.

• Acadia University, Wolfville, NS
  • Bachelor of Computer Science
  • Graduated 2010
  • Recipient of the Director's Award for "Dedication and Efforts toward Promotion of the School and Voluntary support to Fellow Students".
• Nova Scotia Community College, Kentville, NS
  • Electronics Engineering Technician Diploma
  • Graduated 2001
• Central Kings Rural High School, Cambridge, NS
  • High School Diploma
  • Graduated 1999

• Designed and maintain web site for Annapolis Valley Apple Blossom Festival since 2004
  • AppleBlossom.com AppleBlossom.com