1. Mark Duane Hadley
358 Apple Hill Cres.
Kitchener N2R 0E8
519-896-9401
Mark.D.Hadley@gmail.com
Objective
A rewarding position within a stable company. The opportunity to learn and use new skills in a work environment
characterized by mutual respect and professionalism.
Experience
Maximus Services Canada Inc. – Markham, On.
Enquiry Representative - Trillium Drug Program
April 2014 – September 23rd
2014
 As the first point of contact for program enquiries, I respond accurately to a wide range of enquiries while
meeting standards for call answering, call referrals, and e-mail response
 I recognize enquiries that require a response or decision by other staff, screen and identify
issues that require advanced action
 Additional responsibilities include inputting key information into our database and assisting with other
information handling and administrative tasks.
 I collaborated effectively with other departments and help in other areas where needed
Execulink Telecom - Kitchener, On.
Technical Support Representative
2008 – 2013
 Responded to customer inquiries, requests and complaints via telephone, email and web-
based live chat
 Managed customer call backs, ticket and tasks creation, escalation and review of documentation
 Documented information in a timely and accurate manner
 Provided customer feedback to the Technical Support Team Lead and/or Manager and assist
peers
 Performed testing of modems
 Ensured the department objectives where achieved and make recommendations for process improvements
where appropriate
 Maintained technical knowledge of all company products and services
Arvato Services Canada Inc. - Kitchener, On.
MSN Customer Retention Agent
2005 - 2008
 Responded to customer calls regarding internet account status
 Provided billing status information
 Focused on retaining customer business
 Educated customer about specific features of the internet access service
 Troubleshot customer service and technical issues

2. Mark Duane Hadley Page 2
Home Depot - Head office Atlanta, Georgia, USA
Phone sales
Hardware
Freight Crew
Pricing team
2000 - 2005
 Worked in several sales and retain support roles in five stores in the United States and Canada
 Created contractor quotes
 Responded to customer inquiries
 Participated in re-pricing and inventory management
Trigon Blue Cross Blue Shield - Richmond, Virginia, USA
Security Officer/System Administrator
1989 - 1999
 Responsible for off-hour security operations at Trigon's multi-site complex in Richmond
 Oversaw the daily activity of 6 - 10 contract security officers assigned to the Trigon operation
 Maintained the SCO_UNIX server that controls the Westinghouse SE-6000 electronic access system at
Trigon's several locations
 Generated process and interpret reports relevant to the daily activities of Trigon's Employees, Contractors
and authorized visitors
 Proficient in DOS and Windows operating systems
 Regularly used Microsoft Office, email and related programs
 Knowledge of UNIX, Microsoft FrontPage, HTML and webpage development.
 Created and maintained HTML based interface allowing security personnel customized access to
corporate Intranet resources
S.C. Johnson and Son (Johnson's Wax) - Racine, Wisconsin, USA
Security Corporal/Training officer
1981 - 1988
 Responsible for general security, fire and maintenance protection for on sight plus 11 off site locations in
4 police jurisdictions and 3 fire jurisdictions
 Routinely handled the company switchboards including WATS calls, customer service calls and medical
emergency calls
 Basic training in OSHA regulations regarding the handling of elementary and intermediate level
hazardous chemicals and the storage and disposal of lab packs
 Trained in firefighting techniques with CO2, H2O, dry chemical and Halon equipment. Supervised 2 - 7
persons depending on shift assignments
 Primary officer responsible for the training of all newly assigned officers pertaining to the above activities
 Routinely used Autocall, Honeywell Delta 1000 computer system, silent knight remote alarm systems and
Remote CC cameras as well as Narco Aviation Radios and related equipment
Education:
University Of Wisconsin Parkside - Kenosha, Wisconsin, USA
Geology Major - 1988 - 1989
Grand Rapids School of the Bible and Music - Grand Rapids Michigan, USA
Music Major - 1980 - 1981