• Handled incident resolution by prioritizing and escalating issues to business and technology partners when necessary.• Streamlined application packaging and release processes to reduce change execution times by implementing parallel work streams in coordination with stakeholders.• Enhanced performance and resource utilization through strategic analysis to optimize the operational environment.• Delivered efficient day-to-day support, promptly identifying and resolving issues to ensure controlled and timely incident resolution while prioritizing client satisfaction.

• Provided administrative and technical support for SAS-developed business applications on AIX, Linux, and Windows systems.• Collaborated with Technology Partners, Vendors, and Development teams to promptly resolve reported incidents in a professional manner.• Analyzed logs to identify root causes of incidents and contributed to determining effective resolutions with minimal business impact, establishing remedial processes for continuous application availability.

• Monitored and supported network, servers, and POS components of Cineplex Systems Infrastructure.• Resolved incoming issues from personnel across all offices and theatre locations with an emphasis on first-contact resolution.• Participated in Theatre system deployments including POS rollouts/upgrades and printer replacements.• Documented all issues in ServiceNow, assigned tickets to appropriate teams, and collaborated with second-level support for client updates.• Collaborated with internal IT resources and third-party vendors to resolve Hardware/Software issues at Cineplex Entertainment Theatres.• Developed and updated detailed support documentation in the Knowledge base.

• Installed, updated, and configured software/OS on web and system servers.• Created technical documentation to support solution design processes.• Offered assistance to faculty and staff for Moodle usage.

• Supported A/V equipment setup including projectors and microphones, and addressed technical issues reported via help desk tickets.• Deployed computers and related devices utilizing Microsoft SCCM for efficient implementation.• Created documentation outlining procedures for computer and device setup and configuration.

• Assisted users within the company by promptly addressing and resolving technical issues through IT Support email.• Provisioned new employees with essential tools like laptops, telephones, emails, and access permissions using Active Directory, VMWare, and Office365.• Managed phone forwarding, email redirection, and access revocation procedures for departing employees.• Supported IT setup for presentations and meetings, including video conferencing, projectors, and microphones.• Enhanced user productivity by repairing laptops and upgrading components to optimize computer performance.

Assisted with computing support activities in the Department of Computer Science, including the answering of non-related computing questions, the review and updating of computer support documentation, and the investigation of computing applications, services and sites.

Offered clients a complete support service in their business programs by retrieving data from the database using SQL queries.