- Owned and maintained multiple Managed Service Agreement portfolios- Implemented JIRA ticketing system and trained staff and clients on its use- Refined processes by developing and introducing new tools, reduced inefficiencies - Adapted the support team to engage in preventative maintenance by connecting service and project teams to share knowledge and feedback from previous experiences to facilitate the creation of more robust solutions for the clients- Functioned as Subject Matter Expert on successful multi million-dollar revenue generating module for a major telecom sales platform• Assist Software Developers by providing tools, information, performing QA, deploy code, and ensure that business logic is correctly applied• Develop custom SQL queries to mine database for client requested data, troubleshoot productions issues patterns or causes in system or sales data• Produce metrics on sales portfolios to showcase and explain the findings to clients • Host client calls for resolution presentation, troubleshooting, project solutions, and incident management• Work with designers, developers, and coordinators to build custom solutions • Manage production issues via JIRA ticketing system• Create KPIs and enforce standards, assign average Time-To-Acknowledge and Time-To-Complete statistics into support tickets• Quickly assess issue criticality and provide steps, contacts, and negotiate staff resources to expedite the resolution of severe production issues• Delegate production tasks to the App support team, host daily scrums to review major issues and establish resolution paths, follow up on ticket completion • Demonstrate subject-matter expert knowledge by applying it to teaching and resolving production issues, writing technical documentation or building flow charts• Interview candidates, administer performance reviews, hire or terminate staff

-Introduced higher standards for managing production issues. Optimized existing support team’s processes which reduced ticket resolution times from an approximate two-week average to one day average within third month on the job- Improved the overall service and image of the support team which led to new Managed Service Agreements from both existing and new clients • Supported end-user inquiries and issue reports by assessing site functionality, architecture, data content and communicated those results to ensure a positive customer experience and satisfaction • Coordinated with the project management team to understand and confirm issue validity and development team for implementation to set client expectations accordingly• Develop and execute SQL queries and commands to update front and back-end site content, generated ad-hoc custom reports on demand• Performed day-to-day site administration tasks including maintenance and updating site content• Worked independently, self-managed priorities and timelines for various support issues

• Worked with development team to set up and administer SQL database• Built and executed SQL queries to update tables • Imaged and serviced desktops, installed software

• Created, operated, and enhanced a new branch of Service Desk to handle large volumes of Oracle related issues for all Ontario to Alberta offices, including some satellite offices overseas • Keep clients updated on problem resolution progress, escalate as needed • Use Service Desk Express tool to log all problems, update the Reference database, assist in researching problem solutions, maintain team procedures • Answered client calls over the phone, via email, in person, and through several remote desktop software applications• Identified the nature of the problems and provide both 1st and 2nd level user assistance with PC problems and Oracle software issues• Installed various programs and updates on PCs remotely using proprietary software and remote access• Setup, moved, dismantled workstations in local offices, and satellite offices

• Configured and personalized PCs and tablets • Troubleshoot and solve issues with customer laptops, desktops, IPads, and Macbooks• Travel to customer’s homes to install and configure routers and PCs, solve on-site problems

• Responsible for the integration of inherited services into a new department• Trained other staff members on the use of new equipment, wrote tutorials, created video demonstrations• Setup and assist in the networking, imaging, and securing of large quantities of computers • Format, install programs, setup user accounts, prep laptops and computers for special events • Distribute, track, record, and maintain audio, visual, and computer equipment

• Significant amount of client interface combined with configuration, repair, upgrading, moving, installation, and prompt delivery of hardware and software• Accurate correspondence, timely report generation, purchasing, end user training and software testing• Delivered, configured, and repaired Blackberry smart phones, trained users• Investigated and performed root/cause analysis on laptop, desktop, and Smartphone related problems

• Helped students and instructors troubleshoot problems with various types of hardware and software• Perform clerical duties such as cash handling and equipment sign out • Operated plotter and other printing equipment for customersperiods: January 2010-April 2010, May 2008-December 2008, September 2004-April 2005