As a Technical Support Analyst at Athabasca University, I provide remote support for various computer systems, network devices, and user platforms across the institution. I work with the IT team to ensure the security, availability, and performance of the IT infrastructure, using ticketing system such as Service Now to manage incidents and requests, softwares like Grades, Moodle, Brightspace, Duo Security, MS Authenticator, Entra Admin, MS Active Directory, Ivanti VPN, and so much more!I have a Diploma in PC Support Specialist from Academy of Learning Career College, and I hold certifications in ITIL V3 Foundations and AWS Academy Cloud Foundations. I have over four years of experience as a Service Desk Analyst at Long View Systems, where I supported multiple clients and resolved complex technical issues. I have a strong command of the English language, and I strive to enhance operational efficiency and establish standardized processes to improve productivity and customer satisfaction. I am highly motivated, eager, and determined to grow personally and professionally in the IT field.