• Led the quality management for multiple Service Desk teams, overseeing the quality and knowledge management for over 100 staff members.• Designed and implemented comprehensive ticket and call quality assessment forms.• Conducted regular audits of ticket and call quality, providing detailed feedback to Team Leads to ensure continuous improvement.• Developed knowledge articles adhering to HDI best practices, ensuring accuracy and relevance.• Collaborated closely with Incident Coordinators and Team Leads to review and enhance Knowledge Base Articles (KBAs).• Spearheaded projects focused on continuous improvement, optimization, and quality assurance to enhance service delivery.

• Delivered comprehensive training programs for new hires, ensuring they are well-equipped with the necessary skills and knowledge.• Created, reviewed, and maintained up-to-date Knowledge Base articles to support efficient problem resolution.• Analyzed weekly trend reports and facilitated discussions with SaskPower to address key issues and improvements.• Followed up on incident survey reports, providing coaching and feedback to Service Desk agents to enhance performance.• Represented the Service Desk in weekly Change Advisory Board (CAB) meetings, contributing to strategic discussions and decision-making.• Served as a backup Team Lead, managing team operations and support when needed.

• Serve as the first point of contact for SaskPower and Saskatoon Health Region employees seeking technical assistance over the phone or email.• Conducted remote troubleshooting through diagnostic technique.• Created Incident tickets on Remedy and Service now.• Guided users through step-by-step problem-solving procedures to resolve technical issues promptly.• Offered comprehensive support for printer and fax related issues.

• Worked for a UK based client – “British Telecom” (leading providers of communications solutions), Platform – Change Management.• Raise and track different IMAC requests through to completion. • Raise tickets in BMC Remedy and Monitor Queue for the new tickets.• Handle tickets and interacted with Clients via phone calls and emails.• Discuss all Request for Changes (RFCs) on a weekly CAB (Change Advisory Board) call, get them reviewed for any risks and approved from the Change manager.• Raise Changes to resolve incidents & problem tickets.• Follow up with different teams to complete the request and assure 100% SLA met.