Michael Hofmann
Caroline
Summary
Detail-oriented Integrations Specialist with 10+ years of experience in system implementation, API-based integrations, and technical support across the payments and IT service sectors. Skilled in translating client requirements into efficient, scalable workflows using tools like POS systems, IP configurations, and cloud-based platforms. Proven ability to collaborate with cross-functional teams, manage project timelines, and deliver seamless user experiences through proactive troubleshooting and strong documentation practices. Bilingual in English and French, with a track record of driving successful integrations that enhance operational efficiency and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Level 1 Customer Service
Quebec Minister of Heath
03.2024 - Current
- Provided exceptional support to health professionals, granting secure MoH network access via tokenization.
- Managed high-volume calls, ensuring one-call resolution for a seamless user experience.
- Efficiently resolved and tracked tickets, maintaining 100% adherence to SLA requirements.
- Delivered expert support in a fully French-speaking environment, ensuring clear communication and problem resolution.
Client Consultant III
Moneris Solutions Inc
02.2023 - 02.2024
- Delivered seamless integrations of POS systems, ensuring both card-present and card-not-present transaction workflows were optimized for client use.
- Coordinated system upgrades with minimal disruption, enhancing reliability and aligning with business continuity standards.
- Led the configuration and onboarding of new clients into multiple internal systems, mirroring API-based integration processes.
- Resolved technical inquiries via email and phone, maintaining a 95% response rate within SLA and enhancing user satisfaction.
Senior Technical Manager
CPOS.Inc
03.2018 - 01.2023
- Directed advanced technical support and integration of payment terminals, often under urgent and high-pressure scenarios.
- Designed and implemented improvements to internal workflows, reducing client issue resolution time by 10%.
- Collaborated across departments to troubleshoot integration bottlenecks, and enhance system compatibility.
- Developed training programs and knowledge base materials to onboard team members on systems and integration best practices.
Customer Service Representative, Level 1 & 2
Elavon Canada
04.2014 - 02.2018
- Managed real-time troubleshooting and installation of IP-enabled credit/debit solutions, ensuring service continuity.
- Guided clients through complex integration steps for connected payment systems, reducing setup errors, and increasing first-call resolutions.
- Supported both on-site and remote POS deployments, ensuring successful hardware-software syncs in varied environments.
- Played a key role in transitioning clients from analog to IP systems, skills applicable to API-driven modern integration models.
Implementation Specialist
Canadian Tire
01.2014 - 04.2014
- Coordinated technician teams for large-scale equipment installations, ensuring process adherence, and data sync success.
- Managed real-time support during implementation, acting as the go-to liaison between technicians and system administrators.
- Escalated and resolved integration issues quickly, ensuring projects stayed on schedule with minimal disruptions.
- Provided detailed reporting and analysis of integration milestones and pain points, aligning with project documentation practices at GoCanvas.
Client Relations Manager
MSI Health International
05.2013 - 01.2014
- Successfully arranged travel and accommodations for healthcare professionals, ensuring seamless logistical support, and timely operations.
- Ensured operational efficiency and client satisfaction through effective interaction with healthcare offices.
- Ensured seamless integration of workstations, printers, and scanners with newly built servers.
- Ensured robust data protection and system integrity through implementation of security measures.
Technical analyst Level 1
Moneris Solutions
03.2012 - 05.2013
- Leveraged strong problem-solving skills to assist merchants with credit/debit system integration, ensuring smooth operations across multiple communication protocols.
- Managed up to 30 merchant inquiries daily, providing timely solutions, and excellent customer service.
- Escalated complex issues efficiently, following escalation procedures to ensure swift resolution.
- Facilitated troubleshooting during the transition from line to IP solutions.
Customer Service Representative, Level 1 & 2
Collective POS
10.2010 - 03.2012
- Resolved over 40 daily inquiries using strong problem-solving skills.
- Directed troubleshooting for IP network setup during merchant upgrades.
- Facilitated new hire training and shadowing programs, creating and implementing training materials to optimize onboarding processes.
- Provided top-tier client assistance for OS installations on-site and remotely.
Analyst
Global Payments (GP)
05.2010 - 09.2010
- Provided expert support for integrated credit/debit systems, assisting merchants with communication protocols, and resolving technical issues efficiently.
- Managed setup of IP networks for merchant conversions from line solutions, maintaining service efficiency.
- Guided new hires through shadowing for a seamless onboarding experience.
- Handled over 40 merchant inquiries each day with efficiency and accuracy.
Education
Cisco CCNA and CCNP courses -
WinNet Systems
01.2011
Web Design Level I - Web Design Level II
Seneca College
Toronto, Canada01.2004
Skills
- Collaborative team player
- Proficient in English and French
- System performance optimization
- Customer-focused and solution-driven
- Ability to prioritize and multitask effectively
- Strong communication and interpersonal skills
- Technical support and troubleshooting expertise
- Excellent time management and organizational skills
Timeline
Level 1 Customer Service
Quebec Minister of Heath
03.2024 - Current
Client Consultant III
Moneris Solutions Inc
02.2023 - 02.2024
Senior Technical Manager
CPOS.Inc
03.2018 - 01.2023
Customer Service Representative, Level 1 & 2
Elavon Canada
04.2014 - 02.2018
Implementation Specialist
Canadian Tire
01.2014 - 04.2014
Client Relations Manager
MSI Health International
05.2013 - 01.2014
Technical analyst Level 1
Moneris Solutions
03.2012 - 05.2013
Customer Service Representative, Level 1 & 2
Collective POS
10.2010 - 03.2012
Analyst
Global Payments (GP)
05.2010 - 09.2010
Cisco CCNA and CCNP courses -
WinNet Systems
Web Design Level I - Web Design Level II
Seneca College
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