•Maintained a 91% Customer Satisfaction Score (CSAT) while also having one of the highest numbers of resolved tickets.•Utilized ServiceNow & ITSM Tool to resolve and/or troubleshoot technology-related inquiries utilizing the Incident Life Cycle methodology within the set SLA's.• Working with Active Directory, System Center Configuration Manager, CISCO Meraki, Cisco vManage, MS Office, Citrix, SQL, Oracle, Hardware (iPods, iPhones, Printer) Configurations to resolve retail and corporate issues•Delegated the task of processing Major Incident Management inquiries ensuring to provide satisfactory email updates whilst following up with Service Owners to reduce business impact. •Strategically maintained a positive working relationship with partnered retail stores, company vendors, and internal cross-functional teams. •Involved with the improvement of standard operating procedures, alongside the implementation of new technologies•Demonstrate professional and effective communication skills in all forms ofcommunication•Prioritize and organize multiple streams of work at one time•Participate as a project resource as and when required•Participate in on-call rotation as required•Familiarizing self with MIRROR technology to support pilot & phase 1 rollout to USA retail locations

•Provide a world-class support experience to our stores via phones, live chat, email, and any future channels•Diagnose, troubleshoot, and resolve store technology issues and concerns (POS, back-office computers, mobile devices and applications, networks etc.) efficiently and with a sense of urgency•Manage tickets using our Service Now tool. Take ownership of the ticket and provide accurate and timely updates to the store throughout the lifecycle of the incident.•Work closely with a team of Support Engineers on any incidents that must be escalated, providing them with detailed documentation of the issue•Maintain and update documentation using our ITSM tool, ServiceNow•Participate in ongoing learning and development opportunities as our technologies advance and our processes change•Able to spot and communicate trends from telephone calls or reported tickets to appropriate Service Owners effectively and with urgency•Facilitated the onboarding & rollout of the Omni program by facilitating the delivery & installation of 50+ printers to various Lululemon Popup Stores•Familiarizing self with Azure Virtual Desktop and participated in the roll out of the software to our CSR Teams by becoming an SME, providing "white glove" support service, and creating preliminary support documentation

• Overseeing all event and catering requests• Optimized preparation and sales efficiency to increase sales on all events by 10%-20%• Managed the company’s warehouse inventory and stock for all operations (stores and events)• Coordinated weekly deliveries for two corporate stores

• Secure a total of $46,250 in monetary sponsorship as well as product sponsorship• Conduct funding presentations to secure monetary sponsorship• Oversee management of all sponsor relations, the fulfillment of agreements, and maintain sponsor relationships

• Providing quality service in a high paced environment, where responsibilities included efficiently taking orders, delivery of drinks and food while maintaining a clean dining environment for guests• Provided setup and service for business events, special events, and private functions• Cashing out customers and handling cash amounts varying from twenty dollars to hundreds of dollars

• Plan, organize and run member recruitment and on-boarding• Supervise the implementation of team minimums• Outline member development strategies aligned with individual development plan Goals tracked (culture management, training, feedback collection, Leadership development management facilitation, etc.)• Develop productivity enhancement strategies aligned with KPIs tracked (Rewards and Recognition, training, purposeful general assemblies).

• Establish the functionality and efficiency of all activities of the Ted Rogers Student Society (TRSS) Street Team• Lead the Street Team through various marketing initiatives formulated by the Strategy Pilot and Vice President of Marketing • Maintain effectiveness of all Street Team Ambassadors through leadership and planning in human resource functions• Acting as the main point of contact for all Ambassadors, tracking performance, and productivity

• Acted as an extension of the Ted Rogers Students' Society as a liaison of communicating upcoming events at Ted Rogers School of Management (TRSM) between student groups and the TRSM population• Physical and verbal promotion of events to students and participation of Street Team initiatives over the year. Gained mass marketing abilities from promoting initiatives such like conferences and sponsored events/contests