• Resolved technical issues for customers: identifying the causes, supporting the client remotely by using virtual machines, finding and carrying out solutions• Providing first and second-level technical support through phone, email, and chat support• Performing account management and maintenance for various applications and systems (e.g., creating or modifying user accounts & permissions, password resets, MFA etc...)• Communicating with customers at all levels of technical and non-technical skills sets• Following all standard operating procedures (SOP) through the effective use of knowledge management• Working collaboratively with teams across the organization• Providing technical support to PCs, MACs, workstations/laptops, servers, printers, mobile devices, modems, routers and switches etc.• Supporting end users in their use of applications such as Microsoft Office, virtual desktops (Citrix, VMWare, Microsoft Azure), CRM, VPN etc..• Installing, modifying, and repairing computer software

 Remotely providing front-line IT support to end users contacting the help desk across Canada Password resetting, assigning groups, permissions, account administration, account creation/deletion, assigning licenses in Azure AD Supporting users and resolving issues related to Windows 7/8/10, Microsoft Office, Office 365, android cell phone devices, & remotely troubleshooting using Citrix, SCCM, Dameware, TeamViewer  Working with Active Directory, Endpoint Manager, Exchange, Office 365, Windows server 2012/2016, Windows 7/8/10, Printers, network devices, LAN’s, WAN’s and PC’s Installing, configuring and troubleshooting Barracuda VPN client for individual branches Installing and configuring Intune on local machines and using Endpoint Manager to making sure the device is compliant Rolling out/configuring MFA guide to/for staff across Canada  Setting up Remote Desktop Connection to be compliant with the Barracuda VPN client Creating accounts, resetting passwords, and granting access to casting directors/producers to ActraOnline and ActraOnline microsites Collaborating with other departments to troubleshoot/configure/resolve/update ActraOnline and ActraOnline microsites database Installing operating system software and executing test utilities loading standard office automation tools and performing proper tests Documenting, analyzing and evaluating support reports and making recommendations to reduce potential future issues by finding patterns/common behavior Ensuring all issues are properly documented, tracked, and if necessary, escalated to the appropriate level using the Jira ticketing/tracking system

 Responding to all incoming calls and emails from the clients within set SLAs Providing Technical support of hardware (desktops/laptops), and various software applications (Citrix, Cisco VPN, Exchange, Internet Explorer, Firefox, Active Directory, Outlook, Network drives) Recording all information regarding end-user incidents or requests into Remedy ServiceNow Routing calls to internal and external support groups and follow-up on outstanding tickets and escalations Evaluating hardware, software, and transmission service alternatives as business requirements change Managing Active Directory and MS Outlook Exchange (Password resets, assigning groups, permissions, account administration, account creation/deletion) Localizing and rectifying faults in network connectivity and applications and responding to non-routine user problems Providing guidance, assistance, and mentoring support to junior and senior team members Developing training material and provided effective information, advice and training to end-users on the operations of new/existing computer hardware and software and corporate devices (phones, tablets, laptops)

 Providing end-users with troubleshooting, repairing, and supporting services within Windows and Macintosh environments Disassembling and reassembling computer hardware and peripherals using a variety of hand tools Analyzing and evaluating support reports and making recommendations to reduce potential future issues  Providing technical expertise and functional support for software and hardware implementations to meet business requirements Installing, managing, and updating operating systems and their supported applications Providing support for a range of electronic devices including but not limited to; computers, cell phones, tablets, televisions, home audio equipment, and accessories Ensuring all issues are properly documented, tracked, and if necessary, escalated to the appropriate level using the FreshService ticketing/tracking system  Reviewing and assessing systems and software production quality management against established standards

 Providing front-line IT support to students, faculty and for a user base consisting of pen-based laptops  Interacting with the testing team and providing technical input, support, and analysis for software and hardware specifications Carrying out investigative work on a variety of requirements, information flow, and processes Providing detailed technical advice and guidance to students, faculty and staff Ensuring all issues are properly documented, tracked, and if necessary, escalated to the appropriate level using the Footprints ticketing system  Identifying, evaluating, and prioritizing customer problems and complaints to ensure that inquiries are successfully resolved Setting priorities for problem resolution, monitoring progress, and applying the appropriate escalation procedures Localizing and rectifying faults in network connectivity and applications and responding to non-routine user problems Managing Active Directory (Password resets, assigning groups, permissions, account administration, account creation/deletion)

• Operated the drive-through window and sales register quickly and efficiently• Consistently provided friendly guest service and heartfelt hospitality• Diligently restocked workstations and display cases• Performed all position responsibilities accurately and in a timely manner• Unloaded delivery truck and promptly restocked store in a timely manner

• Verifying all merchandise to ensure that it coincides with the paperwork• Participating in team-based decision making as required• Responding to and handling multiple customer inquiries, requests, and concerns in a timely manner, over the phone and in person• Balancing cash and being aware of the amount of cash on hand• Accurately verifying merchandise quantities, descriptions and price• Reporting stolen and damaged goods to Management