Experienced IT Customer Service Agent

Collaborated with the Senior Manager – IT Operations and the VP for IT Operations to plan the annual budget. Worked with vendors for hardware and software procurement and management. Provided technical support and implementation for warehouse projects.

Provided the team with advice and expertise on how to better use the existing ticketing system (Syncro). Facilitated purchases of new Microsoft 365 licenses. Created user onboarding procedures that the business now uses. Maintained the company’s phone system (3CX).

Provided Tier 2 and 3 Support for over 200 employees. Streamlined documentation and IT procedures. Worked with the US team to implement Group policy. Created user procedures for 2FA.

Provided Tier 2 support for users, addressing PC, application, and connectivity issues. Administered helpdesk tickets via ManageEngine Servicedesk Plus. Coordinated with the business for the implementation of Bluebeam software in the corporate environment. Documented procedures and provided user training.

Provided Tier 2 support for users, addressing PC, application, and connectivity issues. Acted as a point of contact for IT for user support. Documented procedures and provided user training.

Served as the primary point of contact for IT-related issues for remote and local users. Created and maintained a sysprepped image of client devices to reduce computer preparation time. Provided an online video site and weekly IT tips to users, which significantly reduced support calls for basic issues.

Provided first, second, and third-level IT support (remote and onsite) for numerous small and medium-scale businesses.

Provided first, second, and third-level IT support for various business establishments. Documented helpdesk service and tickets using a helpdesk program called Connectwise. Provided consultancy services to clients wherever needed.

Provided on-call support and visits to 9 liquor stores, 3 pubs, and other establishments. Provided technical support for the company’s ERP system. Coordinated with vendors and provided quote evaluation and recommendation for IT equipment. Implemented the company’s helpdesk system to streamline support.

Provided on-call second-level technical support for 250 stores worldwide.

Coordinated technical and maintenance support for over 160 stores across Canada, ensuring timely resolution of issues. Managed user expectations to ensure high service levels were met. Managed Microsoft Volume Licensing for the company, coordinating with auditors and staff to ensure compliance. Provided trend analysis information to aid management in measuring the state of technical support and making suggestions for improvement.

Ensured continued and smooth operations of 25+ servers and coordinated the repair of hardware. Ensured that passenger pier embarkation ran smoothly and that issues were quickly addressed. Performed various tasks when requested by shore-side operations, including the implementation and testing of new systems. Participated in weekly cabin inspections and guest preparation inspections.