Mark Duane Hadley has over 30 years of experience in customer service, technical support, security, and administrative roles. His resume highlights positions at Maximus Services Canada, Execulink Telecom, Arvato Services Canada, Home Depot, Trigon Blue Cross Blue Shield, S.C. Johnson and Son, the University of Wisconsin Parkside, and Grand Rapids School of the Bible and Music. He seeks a rewarding position that allows him to continue learning new skills in a respectful work environment.

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