Open to opportunities

Trevor DesRoches

@trevordesroches

Message

Experienced technical support and site reliability specialist focused on uptime.

Canada

Message

What I'm looking for

I seek a role where I can improve system reliability and customer experience, work collaboratively, drive data-driven stability improvements, and continue growing in SRE or senior technical support responsibilities.

I am a seasoned technical support and site reliability engineering professional with over 20 years' experience in fast-paced call center and hosting environments. I consistently resolve complex hardware, software, and network issues, improve system stability, reduce downtime, and achieve high first-call resolution rates.

I bring strong analytical troubleshooting, clear documentation in ticketing systems, and collaborative problem-solving to every role. I am self-motivated, customer-focused, and experienced supporting Windows, Mac, and cloud-hosted services while streamlining deployments and producing operational reports.

Experience

Work history, roles, and key accomplishments

Site Reliability Engineer

Skillsoft

Mar 2020 - Aug 2024 (4 years 5 months)

Oversee server-side applications on Windows and AWS, reduced downtime by identifying bottlenecks and streamlining hotfix deployments to minimize service interruptions and improve stability.

AWS Windows Server System Monitoring Incident Response Troubleshooting Automation Ticketing Systems

Senior Customer Support Agent

Skillsoft

Jul 2014 - Mar 2020 (5 years 8 months)

Resolved diverse customer issues including Java, browser, and Flash problems, consistently achieving high first-call resolution rates and improving customer satisfaction through analytical troubleshooting.

Customer Support Troubleshooting Java Browser Flash Ticketing Systems Communication Call Resolution

Technical Support Agent

Skillsoft

Jul 2008 - Jul 2014 (6 years)

Provided technical support for software and hardware issues, achieving first-call resolutions and contributing to team performance through effective problem-solving and documentation.

Technical Support Software support Ticketing Systems Customer Service Windows MacOS Documentation

Junior Facilities Coordinator

Sitel

Sep 2004 - Feb 2008 (3 years 5 months)

Managed building light repairs, security, and employee safety while assisting with campaign setups to ensure operational readiness and a safe workplace.

Facilities Maintenance Safety Procedures & Security Building Repairs Operations Workplace Safety

Junior System Site Support

Sitel

Sep 2004 - Feb 2008 (3 years 5 months)

Supported desktop systems and updates, improving system efficiency and resolving technical issues to ensure seamless operations for end users.

Desktop Support system updates Windows Troubleshooting Patch Management User Support IT Support

Technical Support Agent

Sitel

Jun 2004 - Feb 2008 (3 years 8 months)

Provided first-call resolution for internet technical issues including email, browsing, and DSL hardware, diagnosing and resolving customer inquiries promptly to maintain satisfaction.