• Provide expert technical guidance, advice and training to enhance systems.• Troubleshooting, diagnosing, and resolving technology issues (hardware, software, access,systems, meeting rooms, printers, desk top peripherals) through a full incident lifecycle,while prioritizing and organizing multiple streams of work.• Master both the technical applications and operational processes of how our user-facing andoffice technologies work, partnering closely with our level 3 cross-functional teams forcontinuous learning.• Manage tickets in ServiceNow by taking ownership and providing accurate, timely updates inyour personal queue and the team queue while meeting our SLAs and KPIs for incidents andtasks.• Support queue management by identifying trends, opening Parent and/or Problem tickets,escalating to the correct teams for quick resolution.• Contribute to the improvement of processes and implementation of new technologies.• Demonstrate professional and effective communication skills to support users, peers, andcross-functional partners. This comes in in all forms of communication: Telephone, email,remote sessions, and in-person. All touch points to be documented in incidents.

• Performing onsite and remote tech support for hardware, software, and networking issues.• Performing routine technical assistance and maintenance duties.• Maintaining thorough documentation of systems.• Building, tearing down, and deploying PCs.• Solving PEBCAK (Problem Exists Between Chair and Keyboard) issues with a touch of humour.• Installing and configuring software and hardware components.• Repairing or replacing damaged hardware.• Upgrading and testing systems to enable software compatibility.

Troubleshooting, diagnosing and resolving retail application issues through a fullincident lifecycle, while prioritizing and organizing multiple streams of work at one time.• Master both the technical applications and operational processes of how our retailtechnologies work in store, partnering closely with our level 3/ cross functional teams forcontinuous learning.• Managing tickets through agent workspace in ServiceNow, by taking ownership andproviding accurate & timely updates in your personal queue and the Retail queue,meeting our EHC SLAs and KPIs for incidents, tasks, BAT and Tech calls, and CSATs.• Elevate queue management by identifying trends, opening Parent and/or Problemtickets, escalating to the correct teams for quick resolution.• Contribute to the improvement of processes and implementation of new technologies• Demonstrate professional and effective communication skills to support users, peersand cross-functional partners. This comes in in all forms of communication: Telephone,email, remote sessions and in-person. All touch points to be documented in incidents.• Build a positive working relationship with our store employees, 3rd party vendors, andcross-functional partners.• Work closely with our vendors to address our oldest tickets and brainstorm for solutionson potential roadblocks.• Work closely with our Level 1 team to provide leadership and guidance, serving as anescalation path when needed.• Participate as a project resource as and when required.• Participate in on call rotation as required.Tools Used- MySQL- Oracle Xstore 17 POS System- ServiceNow- Confluence- Microsoft Azure and Active Directory - vMange - Cisco SD-WAN Network Monitoring- Cisco Meraki- JAMF- MobileIron Cloud - Remote Device Management- SCCM

Worked in a team of 50+ people from the EHC across Toronto, Vancouver and Shanghai- Support stores & corporate users (All Lululemon Employees) from various international hubs and 600+ locations- Provide a world-class support experience to our stores via phones, live chat, email, andany future channels- Diagnose, troubleshoot, and resolve store technology issues and concerns (POS, backoffice computers, mobile devices and applications, networks etc.) efficiently and with asense of urgency- Manage tickets using our Service Now tool. Take ownership of the ticket and provideaccurate 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, ServiceNowParticipate in ongoing learning and development opportunities as our technologiesadvance and our processes change- Resolve an average of 250 IT issue tickets per month to improve employee's work efficiency and experience - Engaged support with vendors such as Fujitsu, Apple, Granite, Lexmark, and New Era to bring issues to resolution.

- Build and create long-lasting relationships with customers, that has proven retention over time- Partnered with management about reaching daily, weekly, monthly sales goals and conversion/UPT- Assist with training new employees on how to sell product and build relationships with customers- Utilized product knowledge to increase sales success in a confident manner- Completed closing and opening duties of the store- Executed the store's standards of presentation including stock and merchandising