-Provided comprehensive troubleshooting and technical support for various medical devices and software systems-Prioritized and managed complex issues, escalating to Team Leads when necessary-Ensured thorough follow-up and maintained high service standards, meeting user needs and expectations-Conducted on-site service visits, demonstrating adaptability to different challenges and interactions

• Served as the first point of contact for Tier 1-2 Support concerns, providing timely resolution to technical issues•Managed high-priority and escalated technical issues, improving documentation and knowledge base articles• Troubleshoot/qualify cases before advancing it to System and Network Administrator andcollaborate on overall engagement between Support and AG IT.• Maintain troubleshooting and monitoring tools

-Manage and coach a team of agents and conduct performance evaluations-Set department goals, adhere and enforce departmental policies and procedures-identify challenges, formulate solutions, and implement them in order to reach successful conclusions

-Accessed and documented procedures, tools, and manuals to provide support on company-supplied hardware and equipment-Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues-Maintain updated knowledge of company products and services to better provide customer support and service solutions-Established patterns to reoccurring issues and provided input to development teams

• Monitor sales performance through sales tracking tools and report progress to sales representatives• Identify where improvement is needed in sales practices and make suggestions for improvements• Analyzing daily to ensure customer purchase orders are allocated and delivered their house based on customer requirement

Working closely with LinkedIn Learning program leaders from the Toronto office to increase awareness of LinkedIn Learning and mentor junior ambassadors to help students develop profiles and provide advice on their projects

- Provided desktop support services to end-users, addressing hardware and software issues promptly and effectively.- Troubleshot and resolved technical problems related to operating systems, applications, and peripherals.- Configured and deployed desktops, laptops, and mobile devices according to company standards and user requirements.- Collaborated with other IT teams to escalate and resolve complex technical issues.

-We are promoting LinkedIn as well as LinkedIn Learning brand on campus by hosting professional development workshops -Bring awareness of LinkedIn and the free access of Lynda.com available to all students, staff, and faculty across Lambton College in Toronto