Pro Customer Experience Technician

• Aug 2023 - Present

Customer Experience Technician

• Apr 2022 - Aug 2023

• Managed the Tier-1 technical support for more than 500 students, staff and faculty for tickets raised on the ServiceNow Platform with a customer satisfaction rate of 98%.• Conducted daily team standups for prioritizing tasks and allocating On-Premises operations resources• Responsible for weekly Smartsheet reports to track on-task progress and optimize work assignments• Provided hands-on troubleshooting and root cause resolution for Mac and Windows OS, Canvas Learning Management System, Office 365, Cloud applications and Networking issues using remote screensharing support platform. Show less

RSO Proctor

• Aug 2022 - Present

IT Project Management Co-op

• Jan 2023 - Jun 2023

• Coordinated a Tabletop exercise with 20 stakeholders to identify security gaps and implemented 12 improvements, reducing security incidents by 40% by auditing incident response for products such as Veeva Vault, Nova Contract Management • Managed a $375,000 RAPID7 Security Incident and Event Management (SIEM) software migration project, impacting 3500 workstations and laptops globally resulting in a 50% reduction in incident response time. Conducted a comprehensive project retrospective to analyze and optimize current implementations, resulting in a 20% enhancement in project effectiveness • Leveraged Amazon Web Services (AWS) Cloud integration with the SIEM for monitoring data in S3 Buckets • Defined project objectives, scope, statement of work (SOW), service level agreements (SLAs), purchase orders (PO), and timelines with stakeholders, designed a project charter template in MS Word, developed 4 project plans and risk registers on Smartsheets to streamline issue tracking and risk mitigation, enhancing project efficiency by 10% • Managed Jira Project migration from Server to Cloud, elevating workflow efficiency by 20% and aligning development stages with SDLC principles. Employed Agile methodologies for timely project delivery via Jira dashboard and enhanced Kanban Board Show less

Treasurer

• Apr 2022 - May 2023

Project Co-Ordinator

• Nov 2020 - Oct 2021

• Executed Amazon Advertising platform project for L'Oreal Paris with effective media buying strategies for setting-up, supervising and optimizing 20 marketing campaigns within a span of 6 months for Skin Care, Hair Care and Hair Color products. • Accomplished 18 Advertising projects on Google's DV 360 Programmatic Platform to publish digital advertisements on YouTube, Google Ads and Disney Hotstar for a budget of over $1 million through effective tracking of KPIs deploying Google Analytics. • Partnered with creative and business teams to develop effective media plans and increased revenue by 20% and reduced advertising cost by 15% overall in 50 Advertising campaigns projects within 1 year. • Prepared reports and analyzed data for cost-per-click (CPC), CPM (Cost Per Mille), Views, Clicks, Impressions, ATC (Add to Cart) and advertising cost of sales (ACOS), insights on and enhanced project performance by 80%, using Pivot Tables, VLOOKUP on MS Excel and managed and maintained daily performance tracker with Google Sheets. Show less

Project Intern

• May 2020 - Oct 2020

• Project managed company's website development by collaborating with Web Development and Design team. • Implemented use of Trello Board to promote productivity of team by 50% and ensure alignment of task progress through daily team stand ups. • Increased website visibility on the Google search engine by 100% using various Search Engine Optimization techniques through Kanban Methodology for continuous functionality and design improvements. • Communicated with internal stakeholders to integrate new features on website and improve its performance to boost website visitors by 20% and reduce bounce rate by 70%. Show less

Social Media Marketing Intern

• May 2020 - Jun 2020

Treasurer

• Jul 2019 - Jun 2020

Senior Coordinator

• Feb 2018 - Jun 2019