Franco De Sousa Email & Phone Number

Brampton, On, Ca

Toronto, Canada Area

- Responsible for all North American IT Orders/Request Management as a member of the IT Run unit, including hundreds of hardware, software, network, and configuration requests by vendors and end users- Participated in Change and Critical Incident Management processes - responsible for Problem management oversight and approvals for all Canadian IT-facing entities within the business- Relied on for user education and support, transition-to-Run for end user services, and supplier governance within the business (Job Aids, QRGs, KB Articles, and in-house video creation)- Resolved and expedited all Incident and Request escalations from end-users and Business Partners- Provided ample service for local hardware and software needs in both the Toronto office and Toronto brewery, and was a principle point of contact regarding end-user services (Service requests, patching, hardware implementation, IT office moves, etc.)

Toronto, Ontario, Canada

Mississauga, Canada

- Providing Level 1 Service Desk support across multiple accounts, including hardware and software troubleshooting of various components, systems, and peripherals, along with ability to problem-solve on the fly- Aiding with the process of on-boarding and off-boarding any incoming and outgoing employees, respectively- Helping end users problem solve in an organized and timely manner, along with addressing any issues that have been escalated- Documenting all troubleshooting steps and solutions; working closely with third-party resolver teams in order to escalate and resolve critical issues that are out of scope of the service desk- Working under pressure to accomplish various IT tasks in a fast-paced environment

Toronto, Canada Area

- Providing extensive software troubleshooting and user support for both mobile and desktop platforms- Responsible for day-to-day operations of the full collection of software offered by theScore Inc.- Verifying the integrity of the information collected in-house and from our partners, and ensuring any inconsistencies are escalated to our partners- Responding to customer feedback and complaints in a quick and timely manner; understanding of the products and services that the company offers- Strong understanding and observation of sports and esports, along with an understanding on how to troubleshoot and communicate with customers and members of the company (including the analytics, marketing, and development team)

Toronto, Canada

- Collecting and updating important data in relation to live sports and eSports events, including major tournaments in League of Legends, DOTA 2, and Counter Strike: Global Offensive- Acute attention to detail, along with controlling and managing resources that are accessed by tens of thousands of people daily- Strong knowledge of sports and eSports, which includes having a close proximity with the content covered and alerted

Brampton, Canada

- Travelling door to door in order to register and inform citizens about registration for the 2015 Federal Election- Experience dealing with a variety of situations, many of which involve explaining Canada's electoral services and answering various questions

Honours Bachelor Of Arts (Hon. B.A.), Political Science And Philosophy

Certificate, Radio Broadcasting