Experience

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  Queen's school of business

  Jan 2004 - Jan 2005

  Learning technology assistant (lta)
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  Mosaic sales solutions

  May 2005 - Jan 2007

  Help desk technician
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  Mosaic sales solutions

  Jan 2008 - Jan 2020

  - Leading and directing the efforts of the operations of both the Mosaic and Acosta Service Desk, while maintaining and improving the efficiency and effectiveness of the service provided to end users- Ensuring continuous improvement of services provided to customer end users- Developing processes and procedures to control, Identify, implement, and maintain delivery of service - Addressing complicated support issues that are escalated- Working with application and PMO teams to ensure a smooth transition of new hardware and software into support by the Service desk- Proactively working with other groups on normal process support issues- Liaison between the Service Desk and other groups on technical support issues Show less

  • Manager, Service Desk Operations

    Jan 2014 - Jan 2020

  • Service Level/Support Team Lead

    Nov 2012 - Dec 2013

  • Lead Help Desk Analyst

    Jan 2008 - Nov 2012
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  Acosta

  Jan 2020 - now

  Systems assurance manager