Martina Deir Email & Phone Number

Ottawa, On, Ca

Ottawa, Canada Area

⦁ Lead the monthly patching of Microsoft's security updates across multiple customer environments, ensuring timely and effective implementation to enhance system security and stability.⦁ Conduct project risk assessments and mitigation for change processes. ⦁ Collaborate with internal and external resources, providing efficient business resolutions. ⦁ Manage communication with project managers for various change activities. ⦁ Prepare resolutions to achieve business objectives, ensuring accuracy and efficiency. ⦁ Develop and distribute change management reports.

Ottawa

• Perform regular project risk assessment and assist in mitigation assessment for all change processes.• Perform research to maintain efficiency in quality of services for all project deliverables.• Assist both internal and external resources and provided efficient business resolutions.• Manage all communication with project managers for various change activities.• Prepare appropriate resolutions to achieve all business objectives.• Manage all change requests throughout organization.• Maintain all correct procedures while ensuring accuracy.• Develop and distribute all change management reports.• Provide support to all support groups and assist in answering all queries.• Document all reports and agendas for various change management meetings.• Ensure response to change requests within required timeframe and monitored impact on various businesses.• Maintain reports for all change requests and monitor all metrics impacting business.

Ottawa, Canada Area

Processing Intake requests and escalations for Intria Service Desk for over 90 applications for users Nationwide Performing Audits under tight deadlinesReceiving, logging and managing support requests from internal staff via Phone, email and Chat while maintaining communication standards skills and telephone & email manners.Troubleshooting application software, desktop operating systems, PCs and Macs, as well as their associated peripherals in a timely manner by adhering to SLA’s.• Contributing to adding and updating Knowledge Base articles for First Call/Level Resolutions.• Utilization of Cisco Agent/Cisco IP Communicator to receive calls and adherence to ready code policy.• Tracking and documenting all user interactions and escalating any urgent issues all while following ITIL procedures and best practices with ServiceNow • Submitting Incident Submission and Service Request forms to external vendors.• Communicating service enhancement suggestions, process improvement ideas, and vendor partner service concerns.• Identifying or assisting in root-cause investigation of an issue and escalated as appropriate to other teams.

Ottawa, Ontario

Created Training Manual and Trained co-workers on to process CMO (Customers Migrating Out) orders Responsible for trouble-shooting pre/post provisioning issues in a timely manner in order to reduce customer impact and increase revenueAnswer phones to respond to inquiries from Customers and other Telecom Companies regarding Residential and Business Customer orders.Worked on several special projects, trained in DSL (internet)Provisioning Secretary for Primus Social Committee – took minutes, organized fund-raisers

Computer Network Technology

Computer hardware installation and troubleshooting; Network administration and design; Windows server; Active directory function.

Paralegal Diploma (Honours), Paralegal