• Focused on identifying data trends to enhance processes and ensure SLAs, such as First Call Resolution (FCR), are consistently met. • Developping and maintaining dashboards in Power BI to provide daily performance insights, utilizing tools like Python, SQL and Excel for data extraction, cleaning, and analysis from various sources. • Actively identifying shift-left opportunities to improve support for clients and streamline service delivery.

• Reporting errors or mismatched information in the CMDB. • Adding, removing, and updating computers in the CMDB through incoming request via e-mail or service now tickets.

• Providing remote support to users across Canada, USA, Argentina, and Australia. • Troubleshooting user accounts, Office 365 and any other applications installed on company devices, as well as hardware issues for computers, phones, tablets, and other equipment provided by the company.