Elizebeth Shiju Email & Phone Number

Mississauga, Ontario, Canada

Toronto, Ontario, Canada

• Level 2 onsite or remote support for complex customer issues and requests
• Accountable for procurement and Asset management of end user devices
• Experience with ServiceNow, ITIL, Break fix, deployments, Reimage, wiping, Incidentmanagement, Ticketing, dealing with IOS and Android devices, MAC assistance, Activedirectory, VPN and meeting SLA’s.
• Will analyze the symptoms of the problem to properly identify the cause of the issue inorder to determine a solution
• Will triage issues such as physical layers, usernames and passwords
• Will uninstall/reinstall basic software applications, verify proper hardware and softwareset-up and assist with navigation of application menus

Markham, Ontario, Canada

• Analyzed 100+ documents daily with impeccable attention to detail, for completeness and accuracy, thedelivery of products and services within the accepted target deadlines with minimum supervision.
• Collaborated with several cross-functional teams by actively building core Operations knowledge, thinkingcritically about processes, opportunities for optimizations in efficiency, accuracy, and sharing ideas.
• Executed a high-level SME range of Operational support and specialized transactions accurately through necessarydue diligence, on time while adhering to established guidelines minimizing the organization's exposure to.
• Maintained the utmost discretion and professionalism in managing correspondence, information and all matters ofconfidentiality, and escalated issues where appropriate with a sense of urgency and follow-through.
• Articulated extraordinary customer service communications with relevant key partners/relationships facilitatingclear understanding of stakeholder needs regarding the transaction, offering solutions and status updates.
• Consolidated customer data from the Government of Ontario’s land records and TD databases, utilizing Word,Excel macros and SQL instructions to provide a simple professional service to TD’s customers.

Markham, Ontario, Canada

• Executing transactions accurately, on time and in line with established guidelines / procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
• Referring or escalating processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensuring that service.
• Identifying opportunities to improve service delivery
• Supporting partners with incoming transactions, validating information as needed to perform adjustments within authority levels
• Interacting with partners by responding to requests in an effective and timely manner
• Using effective relationship skills when communicating with partners/colleagues/customers

Toronto, Ontario, Canada

• Conducted detailed statistical analysis and evaluations of business operations and performance; completed weekly reports and presented findings to supervisors.
• Monitored market trends, prepared professional graphs, charts, and presentations, and participated in executive team meetings.
• Maintained accurate customer records - professionally written and verbal communications.
• Extracted new data from different websites for enriching current data in the application.
• Defined and tracked key performance indicators for existing and new projects across the company.

Master'S Degree, Computer And Information Sciences And Support Services, 3.6

Cloud computing for big data

Bachelor Of Engineering, Computer Science