Gabriel Thurm Email & Phone Number

-Troubleshoot several issues related to HTML, Javascript, API and general issues on the Brightspace LMS environment in a timely manner.-Connect with clients when requested, in order to provide solutions to issues or to explain features. -Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering-Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents-Identify and correct improperly configured installations-Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution-Create, update, and resolve support cases within defined Service Level Objectives -Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports -Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles -Participate in collaborative troubleshooting sessions to identify root causes of complex issues -Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time -Perform other duties as assigned by Manager-

Toronto, Ontario, Canada

Brief Description of role:• Provide fully documented customer issues in a ticket management system• Analyze the symptoms, determine the urgency, and where possible provide resolution to theissue• Submit fully documented issues into a ticket management system• Dispatch an incident to the appropriate tier II support group when first call resolution is notpossible, and manage the incident through its lifecycle• Understand and assist with all internal and external escalations• Continue to look for process improvement opportunities, and follow up with peers and leads inimproving service delivery• Track personal time billings and report them in a timely manner• Other duties as assigned

Data Analysis

14-week intensive online training on the fundamentals of computer technology, and project management Utilize Excel spreadsheets to perform.

Bachelor Of Laws - Llb, Law