• First point of contact for Shaw communication's customers and resolving user inquiries, issues, or service requests through various channels like phone, email, or chat.• Diagnosing and resolving hardware, software, and network problems by guiding users through step-by-step solutions or escalating issues to higher-level support teams.• Logging and tracking incidents in a ServiceNow, ISM and other ticketing system, ensuring timely resolution, and keeping users informed about the status of their requests.• Handling basic hardware-related issues, such as setting up devices and configuring new devices, troubleshooting hardware problems, and coordinating hardware replacements.• Managing user accounts, resetting passwords in Active Directory, and ensuring appropriate access levels according to security policies.• Collaborating with other IT teams to escalate and resolve complex technical issues that require specialized expertise.• Experience on tools like ServiceNow, Network support tool, Active Directory, Office applications and more.

• Successfully leading the photo center team to achieve key business objectives, including sales targets, customer satisfaction, and operational goals.• Managing supply inventory and maintenance to ensure seamless store operations and uninterrupted sales.• Ensuring team compliance with operational objectives and maintaining visual standards for the photo center.• Facilitating ongoing training for myself and the team, ensuring completion within specified timelines.• Recording and managing scheduled shifts in adherence to company guidelines.

• Observed sales data, identified KPI’s, and made recommendations that drove up total margin by 17%• Excellent customer service by making recommendations based on preferences and budget• Developed marketing campaigns and sales initiatives with team; achieved higher revenue and customer satisfaction• Demonstrated exceptional time management skills while managing multiple tasks in fast-paced setting

• Utilized advanced transaction monitoring techniques (Pattern recognition, Data mining, predictive analytics, etc. ) to identify and investigate suspicious activities, reducing fraud incidents by 19% and minimizing financial losses• Executed advance SQL queries to extract and manipulate data, enabling advanced analysis and reporting• Built precise Power BI data models with Power Query and DAX, capturing data structures and relationships• Collaborated with cross-functional teams to understand business requirements and translate them into effective data models in Power BI, providing actionable insights for decision-making• Partnered with business team, gathered business metrics using automated spreadsheet feed for database• Generated dashboard for and discussed with non-technical stakeholders via written and verbal medium