Nancy J. Email & Phone Number

Toronto, ON, CA

Ontario, Canada

Mississauga, Ontario, Canada

• Supported customers with basic technical support for current and past software releases.
• Assisted clients with general support for hardware, peripherals, network connections, and external software.
• Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.
• Respond quickly to technology outages affecting employees to restore service as quickly as possible. Work in partnership with the Desktop Support area, understand the established technology guidelines and available.
• Provide feedback based on employee input and usage; propose solutions based on needs and emerging technology. Strong understanding & ability to offer solutions of the newest versions, platforms, operating systems and.
• Communicate and collaborate with other Discovery teams to resolve IT issues. Escalate issues, outages, and needs to appropriate team in a timely fashion

Noida Area, India

• Provided prompt, effective day-to-day support, accurately identified and resolved issues, performed controlled and timely incident resolution all while making satisfaction a top priority
• Troubleshooted and debugged IT systems to ensure error-free functionality and end user satisfaction
• Followed established processes/standards, business technology architecture and production capacity guidelines; planed, monitored and escalated issues as required
• Identified and implemented process improvements to enhance revenue, customer experience and reduced costs
• Delivered effective and defect-free support (application, software and operations), researched system issues and opportunities, recommended changes, oversaw execution, kept accurate documentation
• Worked with management to determine IT objectives that improved business outcomes