*Taking online and offline classes for school and college students* Preparing a students for DELF examination* Taken spoken french classes

IT Help Desk Specialist with 2+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.       Handling calls from Canadian based French Clients •        Deliver high quality service to customers in a timely manner •        Categorize and record reported issues on ServiceNow  •        Troubleshoot or assign various Software/ Hardware issues to a higher level of support •        Working knowledge of SAP, Active Directory, Workday, Citrix  •        Managing Escalations from Stakeholders •        Monitoring and implementing  immediate actions of service requests  •        Provide periodic updates on escalated Incidents •        Overseeing Incident Management to reduce Incident count •        Training and mentoring sessions  for new talent •        Responsible for ticket and call auditing for French onshore and offshore agents •        Awarded the Best Performer Bilingual  and top scorer for FCR, CSAT’s