Deskside coordinator

• Nov 2022 - Present

Advisory support analyst

• May 2022 - Dec 2022

Deskside Support Technician

• Jan 2021 - May 2022

Service Desk Analyst/Incident Coordinator

• Feb 2019 - Jan 2021

Provides full client support utilizing ITIL and WBM standards and best practices to provide frontline technical support to corporate clients and their internal users via telephone, email, and online requests. Provides remote support to business operations in other locations using remote systems and tools, (SCCM) and work in close collaboration with our clients and their specialized 2nd and 3rd level technical teams. Executes daily tasks involved in the whole lifecycle of incidents… Show more Provides full client support utilizing ITIL and WBM standards and best practices to provide frontline technical support to corporate clients and their internal users via telephone, email, and online requests. Provides remote support to business operations in other locations using remote systems and tools, (SCCM) and work in close collaboration with our clients and their specialized 2nd and 3rd level technical teams. Executes daily tasks involved in the whole lifecycle of incidents or service requests from receipt, detection, and discover to resolution and closure, and is the first point of contact to perform high level triage and diagnostics, assess problems, troubleshoot, and prioritize responses within ServiceNOW ticketing software system.

Technical Support Analyst

• Oct 2017 - Jan 2019

Received requests by phone or e-mail for computer technical assistance to company employees. Evaluated user needs, defined technical problems, and worked with development staff to determine solutions. Managed the high volume print queue for daily and quarterly print jobs. Handled desk side support when required. Created Knowledge documents when required. Received requests by phone or e-mail for computer technical assistance to company employees. Evaluated user needs, defined technical problems, and worked with development staff to determine solutions. Managed the high volume print queue for daily and quarterly print jobs. Handled desk side support when required. Created Knowledge documents when required.

Service Desk Technician

• Sep 2016 - Aug 2017

Identifying and solving technical issues using a variety of diagnostic tools. Describing solutions to customers accurately and persuasively. Managing call flow and responding to the technical support needs of customers. Following up with clients to ensure optimal customer satisfaction. Imaging and setting up new PC's, Laptop's, iPad's, and iPhone's for new and existing employees. Providing first level technical support via phone, e-mail or walk-in clients. Defining and… Show more Identifying and solving technical issues using a variety of diagnostic tools. Describing solutions to customers accurately and persuasively. Managing call flow and responding to the technical support needs of customers. Following up with clients to ensure optimal customer satisfaction. Imaging and setting up new PC's, Laptop's, iPad's, and iPhone's for new and existing employees. Providing first level technical support via phone, e-mail or walk-in clients. Defining and documenting technical best practices. Supporting users with Android and iOS troubleshooting and set-up. Installing SSD’s and RAM and imaging tablets as part of SaskGaming’s pit tablet refresh. Show less Identifying and solving technical issues using a variety of diagnostic tools. Describing solutions to customers accurately and persuasively. Managing call flow and responding to the technical support needs of customers. Following up with clients to ensure optimal customer satisfaction. Imaging and setting up new PC's, Laptop's, iPad's, and iPhone's for new and existing employees. Providing first level technical support via phone, e-mail or walk-in clients. Defining and… Show more Identifying and solving technical issues using a variety of diagnostic tools. Describing solutions to customers accurately and persuasively. Managing call flow and responding to the technical support needs of customers. Following up with clients to ensure optimal customer satisfaction. Imaging and setting up new PC's, Laptop's, iPad's, and iPhone's for new and existing employees. Providing first level technical support via phone, e-mail or walk-in clients. Defining and documenting technical best practices. Supporting users with Android and iOS troubleshooting and set-up. Installing SSD’s and RAM and imaging tablets as part of SaskGaming’s pit tablet refresh. Show less

Knowledge Analyst

• May 2015 - Mar 2016

Worked on the creation of Five Hills Health Region's SharePoint 2013 website. Created technical support documentation for eHealth applications and services. Communicated knowledge management best practices within eHealth. Conducted interviews with key business users to collect information on business processes, service level agreements, and user requirements. Researched and created an enterprise acronym list library. Created proof-of-concept training videos for the Service… Show more Worked on the creation of Five Hills Health Region's SharePoint 2013 website. Created technical support documentation for eHealth applications and services. Communicated knowledge management best practices within eHealth. Conducted interviews with key business users to collect information on business processes, service level agreements, and user requirements. Researched and created an enterprise acronym list library. Created proof-of-concept training videos for the Service Desk. Show less Worked on the creation of Five Hills Health Region's SharePoint 2013 website. Created technical support documentation for eHealth applications and services. Communicated knowledge management best practices within eHealth. Conducted interviews with key business users to collect information on business processes, service level agreements, and user requirements. Researched and created an enterprise acronym list library. Created proof-of-concept training videos for the Service… Show more Worked on the creation of Five Hills Health Region's SharePoint 2013 website. Created technical support documentation for eHealth applications and services. Communicated knowledge management best practices within eHealth. Conducted interviews with key business users to collect information on business processes, service level agreements, and user requirements. Researched and created an enterprise acronym list library. Created proof-of-concept training videos for the Service Desk. Show less

Cosmetics Manager/Supervisor

• Nov 2008 - Feb 2015

Coordinated with multiple vendors to ensure proper policies and procedures were being done correctly. Ensured proper levels of inventory within the department. Coached and cultivated relationships with new employees. Assessed customer’s skin care needs and provided them with the proper skin care and make-up regimen. Retained and gained customers. Resolved customer disputes. Cross-trained in multiple departments. Aided in Marketing and advertising by designing window and… Show more Coordinated with multiple vendors to ensure proper policies and procedures were being done correctly. Ensured proper levels of inventory within the department. Coached and cultivated relationships with new employees. Assessed customer’s skin care needs and provided them with the proper skin care and make-up regimen. Retained and gained customers. Resolved customer disputes. Cross-trained in multiple departments. Aided in Marketing and advertising by designing window and store displays. Show less Coordinated with multiple vendors to ensure proper policies and procedures were being done correctly. Ensured proper levels of inventory within the department. Coached and cultivated relationships with new employees. Assessed customer’s skin care needs and provided them with the proper skin care and make-up regimen. Retained and gained customers. Resolved customer disputes. Cross-trained in multiple departments. Aided in Marketing and advertising by designing window and… Show more Coordinated with multiple vendors to ensure proper policies and procedures were being done correctly. Ensured proper levels of inventory within the department. Coached and cultivated relationships with new employees. Assessed customer’s skin care needs and provided them with the proper skin care and make-up regimen. Retained and gained customers. Resolved customer disputes. Cross-trained in multiple departments. Aided in Marketing and advertising by designing window and store displays. Show less