Lily Rinehart-Mann Email & Phone Number

Ontario, Canada

Ontario, Canada

Communication: Verbal, Written, Gmail, Zoom, Slack, IntercomTools frequently used: G Suite, M365, JIRA, Notepad++, Licecap, Affinity SuiteOperating Systems: Windows

Ontario, Canada

I worked with the system Administrators and Developers to resolve any incoming requests on our systems; this ranges from quotes to security deployments. With a team that embraced change, we were able to stay on top of all tasks assigned to us and anticipate the client's needs as new variables came into play.• Continuously learned new Features and supporting Moodle issues/questions• Worked on documentation for all new processes for the Canadian Branch of Catalyst IT• Worked closely with our team to ensure all issues are not only resolved quickly but recorded as wellCommunication: Verbal, Written, Thunderbird, Element by Matrix, Big Blue Button, ZoomTools frequently used: LibreOffice suite, WRMS, Notepad++, Etherpad, Seafile, CRM, GoCDOperating Systems: Linux, Windows

Ontario, Canada

As the first point of contact for CTFS/CTC/Marks/FGL staff and partners, I worked with a team that embraces and encourages change for the company's success. Collaborated with multiple departments, focused on a first call resolution for every call, and worked with teammates to correctly assign tickets to the appropriate team. Problem-solving with flare, entertained the customer while troubleshooting to help alleviate the stress associated with the problem at hand.• Kept current on procedures and technology• Provided input and enforced IT technology standards and procedures• Recorded all problems and updated status as the ticket progressed • Resolved issues utilizing documented methods, experience and team members assistance • Provided World Class Customer Service, every day starts with a smileCommunication: Verbal, Written, Outlook, Microsoft Teams, Lotus Notes, ServiceNowTools frequently used: O365(Excel, Outlook, OneDrive etc), Active Directory, RDP, OneNote, Notepad++, Progistics, SotiOperating Systems: Windows 7, Windows 10, Windows Server

Thorold, Ontario

I provided excellent customer service and technical support for Social Media Marketing, satisfying customer expectations to comply with best practices. I demonstrated empathy to customer's concerns while working with multiple communication channels, including email, webchat and telephony.• Experience using social media to the customer's advantage in advertising• Worked on problem-solving with critical thinking and analytical skill• Self-driven nature with strong attention to detail and followed through on tasks assigned• Met with peers for lunch and shared ideas for bettering the companies goalsCommunication: Verbal, Written, Telephony, Outlook, Internal Applications, In-PersonTools frequently used: Excel, Outlook, PowerPointOperating Systems: Windows 7, Windows 10

Welland, Ontario, Canada

Working at Niagara College allowed me to learn to excel in multiple roles. Switching from Help Desk to Website Redesign to Hardware Support has been a fantastic opportunity. It has let me deepen my understanding of the numerous aspects of running a business on the technical side; solidifying that communication is key to a smooth operation.Helpdesk, WellandWorking with the Helpdesk was marvellous; I helped students, professors and coworkers with technical issues. There was a wealth of information to be learned. I bonded with all of my coworkers, both full-time and students.• Worked with Active Directory to change Passwords.• Assisted with remote installations and technical troubleshooting• Collaborated with peers to resolve most tickets on the first call.Website Redesign(https://its.niagaracollege.ca/), WellandGathered the already established documentation, removed any outdated information, and created new documentation relevant to Niagara College's products and software.• Consolidated and updated documentation • Researched and presented three options for the final design• Successfully migrated old data and implemented new documentation to expand on the website's purpose.Hardware Support, NOTLI met with supervisors daily to review the main tasks of the day. Ensured all spare parts and workstations were well organized. Checked all tickets assigned to hardware and responded as needed.• Worked with a wide variety of software to complete tasks.• Excelled at following tickets through the life-cycle • Created and maintained vital systems such as training documentation, computer hardware, and physical networking.Communication: Verbal, Written, Outlook, TelegramTools frequently used: Heat, O365(Word, Excel, PowerPoint, Outlook, Publisher), Active Directory, Various VMsOperating Systems: Windows 7, Windows 10, MAC, Linux

Ontario, Canada

Enbridge• Brand Ambassador• Aug 2017 – Aug 2019That's Entertainment• Convenience Store Clerk• Oct 2015 – Nov 2016Customer Service Representative• Convergys (Now known as Concentrix)• May 2015 – Oct 2015Harvest Barn• Salad Bar• Sep 2014 – May 2015Valleybrook Gardens (Ont.) Ltd• Assistant Grower• Mar 2014 – Jul 2014Sitel• Call Center Representative• Mar 2013 – Mar 2014

Computer Systems Technician And Cloud Technology, Computer And Information Sciences And Support Services

Activities and Societies: Study group

Pre-Health Sciences Diploma, Health Services/Allied Health/Health Sciences, General

Activities and Societies: Study group

Business General, General Studies

Horticulture Technician, Horticultural Science

Activities and Societies: Gardening club, Residence council 2010, Niagara International Association of Florists(Support Crew), Niagara.

High School Diploma, Construction Specialist High Skill Major