- developed diagnostic, knowledge management, and ticketing tools- developed scripts to automate manual work using JavaScript, Google Apps script, and MS Power Automate- acted as sole moderator for the fiber services portion of internal knowledge base used by all customer facing employees- created and improved business processes and documentation- acted as subject matter expert to help BAs, POs, and PMs with product launches and updates- trained support staff to identify and resolve defects and outages affecting service provisioning and order flow- created training curriculum for Tier II IPTV support and facilitated training sessions- provided occasional support to Tier II agents working on VIP accounts- received maximum possible score on performance review for 2020 through 2023

- provided customer care and technical support to TELUS customers- received national awards: Customer First Champion and Innovation Excellence Award- founding member of the Innovation Team, a group of frontline employees tasked with identifying and actioning process improvement opportunities

- provided IT and A/V support to students, faculty, and staff- planned and set up events with internal and external clients