•Managing business needs for ongoing support and upgrade protection on selected products by ensuring that maintenance, support and upgrade protection renewals are managed in advance of their expiration.•Generated cost savings for renewals, software licensing, and services.•Collecting information for budgeting, software compliance and inventory, contract summaries, and cost comparisons.•Performing various system updates to address budgeting, software compliance and inventory, contracts, and cost.•Assisting in the development of reporting to address management requirements.•Responding to requests from end users, managers, developers, and team members for specific Software Asset Management data information.

● Led a data migration project by compiling and extracting a database of knowledge-based articles using ServiceNow● Translated the knowledge-based articles into 4 other languages for the other globally located offices (French, Russian, Spanish, Portuguese)● Imaged and restored 100 laptops from Windows 7 to Windows 10

● Provided efficient support to branches/departments for all implemented branch banking systems and procedures● Maintained a current solid knowledge and understanding of products, the policies and operating procedures leading to fast and informative service to clients ● Investigated and resolved problems, escalating and coordinating resolutions with other Bank departments as required● Determined the nature/severity of problems and undertook a course of actions including a timetable for resolution● Maintained accurate problem logs (JIRA/ServiceNow tickets) resulting in a timely resolution for tickets ● Troubleshot as required with customer/branch complaints or special projects as required; assisting with the implementation of procedural changes● Identified procedural or system-related problems or issues. Evaluated and recommended clarification/enhancements to manuals/procedures/systems resulting in increased efficiency in some day-to-day work process by up to 25%

- Service incoming customer calls by responding to general inquiries and requests for information relating to the AIR MILES® Reward Program, Collector accounts and Sponsor offers- Be knowledgeable about the AIR MILES® reward miles merchandise and travel portfolio’s such as entertainment, sports, leisure, and retail certificates, along with flights, cars, hotels, travel insurance and other travel services- Maintain and upkeep strong product knowledge skills and systems to offer the relevant products to Collectors- Respond to Collector queries by phone, chat and Social Media- Access and update AIR MILES® customer accounts- Analyze individual problems and take appropriate action to ensure that customer needs are met- Deal with Ad hoc changes and difficult queries in a patient and professional manner- TICO and ACTA registered - advising about insurance to collectors

- Supported the collections efforts/calls for Accounts Receivable portfolio- Created payment plans for customer accounts with past dues over $1,000- Generated small networks, and installed/upgraded operating systems- Reduced company’s network down-time by troubleshooting Internet connectivity issues as well as printer and other hardware and network devices

- Security Guard at Pearson International Airport in both Terminal 1 and 3- Responsible for keeping passengers out of restricted areas - Verified identification of employees to allow access to enter restricted areas

- Improved processing of product deliveries by maintaining an organized workspace and a balanced inventory within the store- Regularly lifted products up to 70 lbs- Maintained product knowledge to assist customers with inquiries leading to sales within the entertainment section of the store- Provided a strong customer satisfaction through effective verbal communication skills

- Dealt with technical issues in regards to customer’s computers and cellular devices- Helped customers find products that best suited their needs- Maintained store records and kept equipment up to date