Kishen Shakespeare

Experience

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  Solutionsthink Consultants Inc.

  May 2011 - Aug 2015

  Part-Time Website Administrator & IT Support

  • Maintained the company website using Wordpress; previous iterations with HTML and CSS• Prepared and posted internal control sub-certificates on a SharePoint portal• Tested an Excel based fixed assets engine for consistency in formulas, formatting and reports

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  Gedex Inc.

  May 2011 - Aug 2011

  Engineering Summer Student

  • Reformatted and consolidated financial statements• Carried out specific research and formulated reports on new ventures or sources for materials• Catalogued furniture and helped to organize and facilitate the company’s expansion into a new office• Facilitated the install and complete set up of new desktop units and printers into the workplace

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  Gedex Inc.

  May 2012 - Aug 2012

  Engineering Summer Student

  • Designed, constructed, and tested an electric coil system used to neutralize Earth’s magnetic field• Performed detailed electrical and mechanical analysis (following the scientific method) using data obtained from testing• Developed a program in C# that parsed and converted large DAT files into various usable formats

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  Hydro One

  May 2014 - Aug 2015

  Telecom Service Provisioning Group Co-op Student

  • Maintained the configuration management database (CMDB) of all services offered by Hydro One Telecom • Responsible for the fidelity of the CMDB; performed quarterly audits to fix known inconsistencies or deficiencies • Part of the team responsible for the migration of services acquired from Norfolk Power to Hydro One Telecom’s network• Helped to facilitate eHealth Ontario’s customer contract renewal and service network upgrade, and developed an updated service modeling standard used to model eHealth Ontario’s services within the CMDB Show less

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  BroadSoft

  May 2016 - Mar 2018

  Junior Technical Support Specialist

  • Provides front-line (Tier 1 and 2) support for Cisco’s Linux-based VoIP Software Application platform (BroadWorks)• Leverages the Atlassian JIRA ticketing system to provide answers to customers’ technical questions and solutions to issues encountered during product operation, provide guidance to clients unfamiliar with BroadWorks and Linux, and ensure that customers have all necessary information for successful product operation• Answers calls to the BroadWorks Global TAC Call Center, handling all customer inquiries or ticket escalations• Manages and maintains virtual and physical BroadWorks lab environments, used in testing and customer support• 2017Q3 recipient of the “In the Spotlight Award” for exceptional performance, awarded by BroadSoft’s CEO• Chaired BroadSoft Saint-Laurent’s Engagement Committee (2016 – 2018); responsible for biquarterly office social events Show less

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  Cisco

  Mar 2018 - now

  Technical Consulting Engineer

  BroadSoft was acquired by Cisco in 2018. Current role:• Provide support for Cisco’s Linux-based VoIP and Collaboration Software platform (Cisco BroadWorks) by leveraging Cisco’s Salesforce Lightning-based service request ticketing platform to manage a wide number of customer relationships• Build, manage, and maintain Cisco BroadWorks lab environments used in testing and customer support• Be Subject Matter Expert for BroadWorks Device Management Services, conducting internal trainings and providing expertise to support teams • Participate in on-call/pager rotation for Cisco BroadWorks Global Technical Assistance Center, providing out-of-hours support for system-critical customer issues and escalations Show less