•Liaise with Development, Support, and Implementation to provide the best possible experience to our clients•Create documentation for policies and procedures used in the department for software installations, server configurations, or troubleshooting•Work closely with other Cloud Services groups to resolve issues or help with configuration changes/testing•Work in SQL performing activities like database backups, restores, and running scripts•Performs other duties as assigned by the immediate manager or the management team

● Researching, monitoring, and escalating software, hardware, and network problems● Refer to user guides, technical manuals, and other documents to conduct research and implement solutions on wide range of technical areas. Walk customers through screen sharing and technical demonstrations to enhance learning ● Focus on problem resolution while providing effective, proficient customer service in a professional and courteous manner● Communicate and escalate issues that cannot be resolved in real-time to proper level/area of customer support when necessary. ● Document clear and concise client interactions in SALESFORCE● Provide support for Microsoft exchange, IMAP and POP3, office 365 email accounts● Handle a wide range of topics, anywhere from password resets to database maintenance issues● Organized and maintained multiple remote connections using mRemote software to quickly assist clients in all environments● Communicate with sales and billing departments to facilitate working relationships with clients● Taking Supervisor Calls

● Technologies: Pacman for Data Management, Salesforce, Adobe, Webex, Microsoft Outlook, Microsoft Teams● Provide frontline support, analysis and where applicable, workarounds to customers on the use of wireless, ethernet, cable and Sony PlayStation products and services● Installation for new software and system upgrades● Provide customer with product and service information.● Knowledge of networks and computer hardware such as routers, modems, hubs● Diagnose, troubleshoot and resolve basic to advanced technical concerns● Ensured that job run according to the schedule and requirement of client.● Experience with troubleshooting of soft phone voice issues.● Utilize the ticketing system to document knowledge articles, service requests, incidents, problems, and change requests.● Assisted onboarding 14 employees during nesting and provide onsite training.● Hit and exceeded all metrics provided by client and Sutherland and achieved goals by keeping customer satisfaction of 95%

Doing post graduate diploma in Computer Software and Database Development from Lambton College Toronto