• Managed the re-imaging of laptops, ensuring that all devices were up to date and performing ideally for student needs.• Prepared work laptops for incoming co-op students, installing required software to meet their needs.• Conducting complete inventory management of laptops, TV-displays, and other equipment, maintaining accurate records and ensuring availability of necessary resources.• Assisted in the maintenance of student computers in classrooms and common study areas.• Created and updated multiple training modules and knowledge base for new employees so that they can take references and solve various hardware, software and networking based problems quickly and efficiently.• Maintained and fixed student computers and printers.

• Lead and support team members in helping clients and job completion throughout Field Service operations.• Assisted professors with smart classroom technology, including setup and troubleshooting of cameras, computers, and projectors, enhancing the teaching and learning experience.• Assisted with technology setup for various events at Seneca Polytechnic, such as Open House, ensuring smooth operation and addressing any technical issues promptly.• Managed various service requests and incidents in a timely manner, maintaining a 95% success rate in resolving issues properly. Successfully addressed over 2000 incidents, ensuring efficient resolution and customer satisfaction• Mentored and assisted incoming co-op students, helping them with their onboarding process and guiding them through working processes.

• Serve as the initial contact for users seeking technical assistance via phone, email, or in-person interactions.• Provide first-level technical support through troubleshooting, hardware configurations, and software installations.• Actively handled customer queries via phone calls, emails, and service tickets to ensure quick and accurate issue solving using services like Cisco Finesse and Easy Vista.• When required, escalate complicated issues to higher-level support teams or management, ensuring that they are resolved quickly and thoroughly.• Led a laptop loaning program for students using Web Checkout. Maintained an inventory of arriving and exiting computers, ensuring proper tracking and availability for student needs.• Acquired knowledge of helpdesk, network, and IT security policies, which improved the level of service offered.