• Utilized Jira Service Desk software to create, update, and resolve an average of 25-50 tickets per week• Provided client support and managed end-user devices and lab equipment via SCCM, Intune, and Defender• Worked with system admins to ensure system are compliant with IT policies and security requirements• Assisted and managed end-user onboarding and offboarding tasks• Took part of major IT projects and tasks involving the organization, such as email changes and migration, UniFlow secure badge printing, and changes to policies• Teardown and setup of large institute-wide gathering using various AV systems such as Creston

• Answered a constant flow of calls in various IT queues at the Service Desk handling roughly 15-25 calls on a daily basis• Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware, and software tools• Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system• Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems• Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead

• Utilized Jira Service Desk software to create, update, and resolve an average of 20-40 tickets per week• Performed system setup and retrieval of IT assets while maintaining data confidentiality and accurateinventory records• IT maintenance performed weekly on various OS (Linux, Windows, Mac) including AV equipment• Created and Updated knowledge base documentations to improve self-service and team’s effectiveness

• Utilized Jira Service Desk software to create, update, and resolve an average of 20-40 tickets per week• Performed system setup and retrieval of IT assets while maintaining data confidentiality and accurateinventory records• IT maintenance performed weekly on various OS (Linux, Windows, Mac) including AV equipment• Created and Updated knowledge base documentations to improve self-service and team’s effectiveness

• Collaborating with other team members, while supervising an average of 4-8 workers• Providing exceptional customer service to develop long-lasting business relationships• Performing bank deposits, balancing, and accurately completing spreadsheets • Training new staff members in the Front-End department to maintain quality standards

• Resolving customers conflicts while ensuring quality customer service is provided• Performing refunds and exchanges on a POS terminal

• Operating a POS cash register, serving an average of 100 - 300 customers daily • Accurately handling payments methods provided by customers• Maintaining thorough knowledge of store merchandise

• Performing cart and basket collection as needed on a regular basis• Accurately completing the floor logs and washroom checklists • Assisting cashiers to pack customers groceries• Directing customers to products they are seeking

• Peer Mentored incoming co-op students to provide on-boarding guidance and training• Installing, diagnose, maintaining, and upgrading technical equipment, while ensuring optimal performance• Using ITIL to support desktops environments and working on an average of 7-15 tickets daily• Maintain and update records, work logs, and the lifecycle of clients requests• Develop innovative and creative approaches to address client’s business needs and expectations• Troubleshoot problem areas in a remote environment, in a timely and accurate fashion, and provide the client with training and assistance when required• Answered a constant flow of calls in queue at the Service Desk (Tier 1 & 2) handling roughly 10-20 calls every 2 hours

• Installing, diagnose, maintaining, and upgrading technical equipment, while ensuring optimal performance• Using ITIL to support desktops environments and working on an average of 4-10 tickets daily• Maintain and update records, work logs, and the lifecycle of clients requests • Develop innovative and creative approaches to address client’s business needs and expectations• Troubleshoot problem areas in a remote environment, in a timely and accurate fashion, and provide the client with training and assistance when required• Answered a constant flow of calls in queue at the Service Desk (Tier 1) handling roughly 5-15 calls every 2 hours

• Troubleshooting, performing diagnostics, and provide accurate solutions to customers• Hardware and software support to computer systems• Performed system re-images, hard drive replacements, and manual software installations • Assisting customers by giving advice and product knowledge to meet store sales • Maintained product stock and inventory count