Responsive HTML5 Template

Tamarillo is free HTML5 template that can be adapted and used for your websites. Proin placerat ultrices nisi vel scelerisque. Praesent dapibus consequat mi eget pellentesque. Maecenas vitae scelerisque arcu, sit amet egestas metus. Morbi eu ipsum lectus. Proin convallis lorem in consectetur semper.

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Free Website Template

You may download and use this template for your websites. Validate XHTML & CSS. Responsive layout is based on Bootstrap. Images used in this template are from Unsplash. Icons are from Glyphicons and Picons Social. Gallery page is integrated with Responsive Lightbox.

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Mobile Ready Template

This layout is built as a mobile website template for mobile devices. Sed tempus elementum magna eu venenatis. Aliquam malesuada turpis sit amet augue condimentum, sit amet sodales mi elementum. Duis in neque tempus urna tincidunt elementum id eget orci. Integer elementum id odio quis sagittis. Praesent eu congue elit.

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What I'm Listening To

Music is a big part of my life. Add your favorite genres, artists, playlists, or anything else music-related here.

Experience

Technical Support Representative — Cogeco Connexions

2021 – 2026  •  Burlington, ON (Remote)

• Exceeded all monthly performance benchmarks, achieving a 65% FCR rate and a 71% NPS, leading to an accelerated promotion to Tier 2 support.
• Mentored and coached Tier 1 agents on advanced troubleshooting and conflict resolution.
• Selected for high-impact pilot programs including cable migration and cellular support.

NOC Analyst / Linux System Administrator — eSentire

2017 – 2020  •  Waterloo, ON (Hybrid)

• Engineered a custom toolkit that streamlined daily operations for a 2000+ node cybersecurity infrastructure.
• Coordinated large-scale system upgrades and software deployments within a high-pressure NOC using Jira and Confluence.
• Optimized incident response by authoring and updating complex knowledge base articles.

Customer Service Professional — Superior Propane

2008 – 2017  •  Guelph, ON

• Developed a custom logistics tracking and delivery estimation tool adopted for company-wide use.
• Served as Project Lead for successful after-hours inspection and barge projects.
• Designed information portal and administered departmental SharePoint site.

Client Service Representative — Sun Life Financial

2007 – 2008  •  Waterloo, ON

• Exceeded departmental quality standards and assessed as "world class" by third-party SQM.
• Designed Job Fair stand and collateral promoting department and job position.

Knowledge and Quality Analyst — Rogers Communications

2002 – 2007  •  Kitchener, ON

• Promoted to key positions including call quality analyst, knowledge analyst, and retention and sales.
• Developed and implemented a web-based self-study system for call center knowledge management training.

Education

Computer Programmer / Analyst (Co-op) — Conestoga College

2010 – 2013  •  Kitchener, ON

• Graduated with the top class mark overall; recurring spot on the President’s Honour List.
• Recipient of Scholastic Achievement Awards for Systems Analysis, Design, and Business courses.
• Selected as Project Lead for the Capstone Project.

Co-op Experience

Web Infrastructure Analyst — BlackBerry

2013  •  Waterloo, ON

• Deployed production-level software for internal team collaboration.
• Created scripts to monitor web services and deploy to Linux hosts.

Software Developer — Brock Solutions

2013

• Developed and executed test plans for factory acceptance tests on a major baggage conveyor project.
• Created web and wiki pages, adapted database procedures, and built reporting tool interfaces.

Skills

Hard Skills:

• Linux System Administration & NOC Operations
• Network Infrastructure & Cybersecurity Monitoring
• Python, Bash, PHP, HTML, CSS, JavaScript, C#, Java
• Windows Administration & Software Deployment
• Jira, ServiceNow, Confluence, Google Workspace

Soft Skills:

• Conflict Resolution & Customer Retention
• Peer Mentoring & Technical Training
• Analytical Thinking & Strategic Planning
• Collaboration & Communication

View Full CV →

Copyright © 2026 Steven Pierson