- Resolving incoming client and personnel IT queries including both software and hardware support- Document troubleshooting steps, resolution and close ticket or escalate to respective internal team- Completing over 150 submitted incidents and requests per month, effectively and efficiently to meet SLA- Perform enterprise-wide account administration including, password resets, change(s) of user account information, account creation, software updates- Preparing training manuals and FAQ materials for easy-access end-user guidance- Making recommendations to optimize IT performance and to improve Service Desk team's efficiency- Supported Microsoft Office, Salesforce, SAP, Descartes, and other enterprise applications, assisting users with configuration and functionality- Maintained and updated documentation of IT processes, applications help, and troubleshooting guides to streamline support operations.

-Completion of set-up, configuration of workstations for over 20 divisions around the GTA including City Hall, Metro hall, and Union Station-Installing, configuring, and troubleshooting hardware and software components like HP printers, PCs, laptops, etc.-Repairing and replacing damaged hardware like phones, tablets, computers, printers and other computer peripherals -Providing excellent customer support and desktop support for employees-Deployed and configured new laptops for new staff across various divisions-Skidded decommissioned assets and updated records in Asset Manager-Resolved priority incidents, maintaining SLA (Service Level Agreements)

• Increased managers’ satisfaction on effective training on 20+ new employees • Developed leadership on leading multiple dinner shifts to prep food for the dinner shift, create strategies if the shift gets busy, and to monitor employees’ delivery of food when the manager was absent• Increased customer satisfaction and service by following precise food guidelines and efficient delivery time

- Responsible for the installation, operation, and maintenance of computer systems and other technologies- Configuring hardware and software, setting up peripherals such as printers or PCs, repairing equipment, and providing daily support for employee users- Keeping detailed records of their network's configurations, peripheral specifications, problems, and solutions. To help the company address issues faster or prevent them from occurring.- Support or assist with other technological needs such as programming and Internet security- Proposed and spearheaded the transition from traditional database servers to cloud storage solutions. Conducted research and presented the benefits of cloud adoption, leading the initiative to enhance data management, scalability, and security

• Effectively logging, monitoring, investigating, and resolving reported requests• Administered and issued user ID's, user profiles and security passwords• Carefully ensured that security policies, standards and procedures are followed and understood by clients and fellow employees when processing requests

• Increased customer satisfaction by creating a positive, friendly, and safe environment towards customers and assisted customers in the selection of products and responded to their questions• Developed organizational skills by stocking and organizing supplies & products on a regular basis