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Kat Sukkau

@katsukkau

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Technical support specialist with deep API debugging skills and strong written communication.

Canada

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What I'm looking for

I’m looking for a fully remote technical support role where strong written communication and real technical depth matter—especially support work involving APIs, JSON debugging, and clear documentation that drives faster resolutions.

I’m a technical support professional with 13+ years of customer-facing experience across email, chat, and helpdesk channels. I’m comfortable debugging APIs, reading JSON, and diagnosing integration issues independently, while keeping communication clear and actionable in writing.

Most recently, as a Computer User Support Assistant, I run IT helpdesk support across multiple sites using the ServiceDesk Plus ticketing system. I also handle Microsoft 365 administration (including user access management and MFA resets), maintain internal technical documentation, and write/test SQL queries to support internal reporting.

I’ve combined support and software development to deliver real technical depth: I designed and built internal reporting software using Python, FastAPI, React, and MongoDB. I also configured and deployed BetterImpact volunteer management software and trained end users to drive adoption.

Earlier at TELUS, I worked 13 years across technical support roles for mobility and fibre internet products—handling 200+ customer contacts per month and delivering strong resolution outcomes in written support channels. I mentored new hires, led team meetings for process updates, and bring a systems-focused mindset from helpdesk operations to REST API work, testing, and documentation.

Experience

Work history, roles, and key accomplishments

Current

Computer User Support Assistant

Current

North Vancouver Recreation & Culture

Feb 2023 - Present (3 years 4 months)

Provided IT helpdesk support across multiple sites, triaging and resolving tickets via ServiceDesk Plus and administering Microsoft 365 (including MFA resets). Designed internal reporting software and delivered end-user training for BetterImpact volunteer management, while maintaining documentation, SQL queries, and system/inventory operations.

HelpDesk+Microsoft 365 Administration Technical Documentation SQL Python fastAPI React MongoDB BetterImpact

Student Software Developer

IOTO International

May 2021 - Dec 2021 (7 months)

Built and tested Python REST API endpoints, implementing integration tests with Pytest and Unittest using AWS CodePipeline. Investigated and resolved bugs, collaborated with the team on fixes, wrote API documentation, and designed and deployed a PostgreSQL customer database.

Python REST APIs Integration Testing Pytest Unit Testing AWS CodePipeline API Documentation PostgreSQL

Technovation Girls Mentor

BCIT

Jan 2021 - Apr 2021 (3 months)

Mentored a team of girls aged 10–18 through the Technovation Challenge, supporting the design and coding of a community-focused app through final submission. Facilitated progress and guidance for teamwork, problem-solving, and project delivery.

Mentorship STEM Coaching Facilitation Coding Project Delivery Community Focused Solution Design Student Support

Technical Support & Customer Service

Telus

Mar 2007 - Sep 2020 (13 years 6 months)

Delivered remote and phone technical support for mobility and fibre internet products, handling 200+ customer contacts per month with strong written diagnosis and resolution outcomes. Ran internal helpdesk support, mentored team members, and led meetings to communicate process and system updates.

Remote Support Email Support Live Chat Support Phone Support Help Desk Support Technical Communication Mentoring Mobility And Fibre Support

Education

Degrees, certifications, and relevant coursework

BCIT (British Columbia Institute of Technology)

Diploma, Computer Systems Technology (AI & Machine Learning)

Grade: With Distinction; GPA 3.56/4.0

Completed a Diploma in Computer Systems Technology with a focus on AI & Machine Learning, graduating in December 2022. Earned With Distinction and a GPA of 3.56/4.0.