Reporting to the Service Desk Supervisor, providing Tier 1 support for the IT Service Desk, including user technical support and training: ticket intake and triage, resolution employing pre-defined procedures or ticket assignment and escalation. Responsible for the design, content, and implementation of the IT Services Client Portal using the ITSM platform TeamDynamix to transform the user experience and streamline the Service Desk’s workflow. Performs administrative functions to maintain and continually improve the IT team’s use of TeamDynamix, such as developing new forms, working with the development team to automate processes, and creating reports to track Service Desk metrics and trends. Assists with the development and dissemination of IT service standards and procedures. Regularly participates in working groups such as the Continuous Improvement Working Group and Change Advisory Board to analyze processes and produce recommendations which better fulfil operational needs. Contributes to the library of Knowledge Base articles by writing articles and developing a schedule of review to ensure the information is accurate. -Created and developed the onboarding procedure document for new Service Desk Analysts. -Follows pre-defined procedures, including role-based access control, to create and administer: -End-user accounts using Active Directory, -End-user and shared mailboxes and distribution groups using Microsoft Exchange -Multi-factor authentication using MS Authenticator or hardware tokens -IT asset intake and distribution - Contributing to and updating the IT Services public-facing pages on the College website.

In this leave replacement role, which reports to the Chief Information Officer, I provided administrative coordination to the IT Services department. I also assisted with developing and implementing departmental procedures and standards while supporting IT projects.

Reporting to the Director of Resource Centres/College Librarian I provided support in the Media Services department on a part-time, seasonal basis. This included circulation of technical, computer, and audio-visual equipment, maintenance of equipment usage statistics, and patron assistance.

Reporting to the Circulation Supervisor, provided front-line patron assistance, circulation of library materials, and marketing and promotion of library services. Primary responsibility was the development and maintenance of the library’s social media presence on Facebook and Twitter, and design of printed marketing materials and library signage using MS Publisher.

Reporting to the Director of Library Services and Learning Commons Coordinator, promoting Library Services and providing administrative support. Primary responsibilities included the design of digital marketing materials, printed marketing materials using MS Publisher, and the maintenance and administration of Library Services’ social media presence on Facebook, Pinterest, and LinkedIn. Also responsible for administrative tasks in the Learning Commons, such as processing of tutor time sheets, collection of usage statistics, updating the tutoring schedule on the learning commons' website, and ensuring the tutors' desk was stocked with any required supplies. I served as a member of the Library Services Twitter team, and a member of BCIT’s Social Media Council, and represented Library Services at on-campus events, such as the Big Info evenings. I also conducted on-camera interviews, edited copy for radio, print and digital display, and provided voice-over narration as needed. Please visit the BCIT Library's "Tips & Tutorials" page for an example: What is Plagiarism?

Reporting to the Public Services Supervisor, provided front-line patron assistance, customer service, and other duties related to the operation of the Public Services Department.