Jesse Smith Email & Phone Number

North York

❖ Documented and tracked all received requests in incident management system - i.e.Remedy, ServiceNow, myService ❖ Assisted different clients in resolving technology-related problems such as software, hardware, mobile devices, and internet connectivity❖ Managed email and voicemail queue and responded to such in accordance to SLA’s ❖ Worked in a self-motivated environment with frequent changes in policies and procedures❖ Applied critical thinking to solve problems that did not have documentation❖ Creation of knowledge base articles accessible to both IT Support Teams and self service clients ❖ Provided inter-departmental collaboration by escalating unresolved issues to appropriate support teams❖ Identified priority calls and highlighted potential problems and major incidents ❖ Identified critical applications for pipelines and found appropriate support in a time sensitive manner ❖ Mentoring of new hires through the reverse shadowing method ❖ Completion of on and off boarding administration ❖ Experience working with VIP, Platinum VIP’s and directors ❖ Performed password administration and access support for Active Directory❖ PeopleSoft, Citrix, SAP, Cisco and Kubra

Scarborough

❖ Ensure high levels of customer satisfaction through excellent service ❖ Encouraging the submission of customer survey’s, compiling the feedback data and using the results to implement plans to improve on staff and customer experience❖ Meet sales goals by training, motivating, mentoring and providing feedback to sales staff ❖ Recruitment and training, completion of on and off boarding administration ❖ Scheduling and workload delegation ❖ Aiming to exceed yearly, monthly, weekly budgets and individual sales goals ❖ In store promotion of a “Frequent Buyer” program ❖ Using Social Media to promote “Friend and Family” exclusive events ❖ Complete store administration and ensure compliance with policies and procedures ❖ Deposits, cash counts and end of day closing ❖ Maintain outstanding store condition and visual merchandising standards ❖ Attend to all issues that arise from staff or customers (complaints, grievances etc.) ❖ Completing online and in store orders/ inter-store shipments ❖ Inventory control and auditing