Experience

Calgary International Airport - YYC

• Canada
• Airlines and Aviation
• 1 - 100 Employee

• Screening Officer

  • Aug 2023 - Present



Shared Services Canada | Services partagés Canada

• Canada
• Government Administration
• 700 & Above Employee

• Systems Officer (Level 2 Helpdesk Analyst)

  • Apr 2022 - Mar 2023

  ·Respond to Level 2 P2P Helpdesk tickets in the Ivalua Extranet within established service standards. ·Act as the first point of contact for all the level 1 team and contractors. ·Participate in the review and/or updating of various resources such as tickets and email templates. ·Discuss improvements with the P2P Helpdesk, Release Management team, and other stakeholders. ·Assist with testing and analysis of system issues and development of potential system solutions. .Perform user management duties - add/remove users, password resets, add/remove user profiles, and other admin responsibilities. Show less



Benevity

• Canada
• Software Development
• 700 & Above Employee

• Operations Support Lead

  • Dec 2021 - Apr 2022

  ·Coach, motivate, and lead the team through Process Improvements, Escalations. ·Actively collect end-user feedback and interpret client data, to drive initiatives and support the user and team experience, process efficiency, and support strategy. ·Responsible for monitoring and maintaining SLA/SLO as well as sufficient phone coverage, keeping management informed on the status of the support queues. ·Demonstrate in-depth knowledge of Zendesk, JIRA, Confluence (End User Care Portal), Secure Site, and Zoom. ·Create documentation, presentations, and training sessions as required and manage ongoing product issues including the creation of investigative JIRA’s and problem tickets. ·Provide management with a weekly report, outlining the team's ups and downs, including the changes in volume, client escalations, and team-related challenges. Show less



LineTen

• United Kingdom
• Software Development
• 1 - 100 Employee

• Operations Support Specialist

  • Feb 2021 - Dec 2021

  •Provide support via email, chat, and phone to LineTen clients by proactively managing contact with the Delivery Providers. •Use JIRA to log any escalations to the appropriate teams according to the Priority of the error. •Use Helpdesk software to take any client issues that come into the support queue. •Manually turn ON/OFF online ordering and Enable/Disable products for the requested store using the monitoring system. •Support external clients by managing the integration of the dispatch software and the customer order back-end software. •Troubleshoot and read logs in Linux to find the root cause and escalate to the appropriate team for further investigation. Show less



Best Buy Canada

• Canada
• Retail
• 700 & Above Employee

• Senior Advisor - Computing Solutions

  • Aug 2020 - Feb 2021

• Computing Solutions Advisor

  • Oct 2019 - Aug 2020

  • Advice the customers in selecting the best suitable products such as Computers, Cameras, Smart Home Devices etc.• Understand the Customer needs by asking questions and making sure the customers walk out with right product accordingly.• Take returns and help find a better suited product for the customers. • Received several positive Customer Appreciation Surveys within the first two weeks of hire.• Certified Joint Health and Safety Representative by Alberta Association for Safety Partnerships.• Responsible for training the new hires within the team and make sure that they are well versed with the company policies and the work environment. • Active member of company’s e-voice team, responsible for setting up activities and fun environment for all employees.• Acquired the role Apple Master in 4 months of being in the company. Show less



OpenText

• Canada
• Software Development
• 700 & Above Employee

• Technical Support Product Specialist

  • Jul 2016 - Apr 2018

  •Supported premium clients and day-to-day transactions using a Trading Grid 16 (TG16). •Provided Level 2 Technical Support for hosted and enterprise systems. •Act as the key point of contact for customer follow-up and incident management. •Work cross-functionally, in a team environment, to deliver quality resolutions to the customers. •Strive to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, and operating systems. •Scrutinize e-commerce applications (Enterprise System and Application Integrator), communication systems (AS2, FTP, HTTP, etc.), and system alerts using Citrix, Siebel ticket system, and HP Operations Manager for Unix. •Supported different types of EDI documents for transactions that include Orders to Cash - 850/875, 855, 856, 820, 864 and for Transportation – 990, 997, etc. Show less



BlackBerry

• Canada
• Software Development
• 700 & Above Employee

• Beta Software Support Specialist

  • May 2013 - Apr 2014

  • Verified and validated defect trends by retesting issues on pre-release devices running BB10 QNX OS.• Provide support to internal beta testers and Executives on all devices, software and applications.• Perform log analysis to root cause/diagnose bugs and support Development team to implement fixes for pre-released BlackBerry device operating systems.• Voluntarily performed log analysis and resolved bugs on device side logs for BlackBerry Link and Blend.• Coordinated between software engineering teams and internal/external beta participants to ensure needs of BlackBerry customers are addressed efficiently.• Used Integrity to view all the bug reports sent by the beta testers all around the world and within the company.• Revealed and reported issues by using to ease the software functionality by more than 70%.• Delivered QA testing reports for software quality and release readiness via MKS integrity client.• Performed comprehensive analysis of over 3000 device logs written in UNIX, and executed real-time SSH sessions and PuTTY in order to determine the root cause of software defects.• Developed leadership skills by gathering requirements from different teams using verbal (telephone, one on one meetings etc.) and non-verbal means (email, notes, meetings etc.) • Collaborated with Project Managers to compile reports prioritizing Beta Critical and trending defects• Mentor new co-op students by helping them understand different components and log analysis.• Updated internal wiki pages to store results and training material for upcoming interns. Maintained documentation for scripts and web applications in a timely manner. Show less

• Display Development Support

  • Jan 2013 - Apr 2013

  • Updated software built in Visual Basic.Net that allowed multiple displays to be tested simultaneously.• Working in the lab testing the displays for the luminance and white cross talk.• Performed testing on all instruments used in the labs to check their calibration readings.• Gave a presentation to the Vice President of Opto Electronics - R&D about the various illumination procedures followed by camera and the lens in different lightning conditions and colors.



NIIT Technologies Limited

• India
• Information Technology & Services
• 700 & Above Employee

• Software Engineer

  • May 2010 - Aug 2010

  • In a team 5 interns, developed a Payroll Management System for a small company in C and C++ software development environment. • As Team Leader, my role was to communicate with the client, understanding their needs and communicate effectively with the team. • In a team 5 interns, developed a Payroll Management System for a small company in C and C++ software development environment. • As Team Leader, my role was to communicate with the client, understanding their needs and communicate effectively with the team.



International tractors limited

• India
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Network Analyst

  • Jul 2009 - Dec 2009

  • As team leader, got directions from managers and delegated work to other interns on the team. • Made the architectural design of the company including every LAN connection, switches and routers. • Worked with the senior technical staff and verified the network connection in every department. • Responded to incoming calls, e-mails regarding client network issues, change requests, etc. • Installed, configured, tested, maintained, monitored, and did troubleshooting on the networked peripheral devices and networking products. Show less