Experience

• 

  Alberta health services

  May 2019 - Dec 2019

  Service desk analyst - i

  - Provided Tier 1 support for a user base of over 100,000, handling 1000+ tickets across 100+ different applications and products via multiple channels as a Service Desk Analyst.- Played an integral role in supporting and testing devices both prior to and during the launch of the Connect Care Project.- Consistently achieved top percentile ticket counts while adhering to SLAs and security policies.- Provided exceptional customer service, analyzing and troubleshooting issues with a focus on achieving first-call resolution.- Managed Active Directory, Exchange, and other account management troubleshooting to ensure end-users' access and permissions were maintained.- Configured and troubleshot hardware for mobile devices, printers, and computers, optimizing their performance to ensure smooth operations for end-users.- Collaborated effectively with cross-functional teams to identify and troubleshoot issues, delivering timely and accurate support to meet end-users' needs. Show less

• 

  Australian pest control

  May 2021 - now

  Chief technology officer

  - Successfully led the implementation of a custom-built web-based tool to replace a hybrid paper and software system.- Collaborated with stakeholders to gather and analyze business requirements, develop use cases, and define workflows for the tool, ensuring it aligned with company needs and objectives.- Conducted gap analysis to identify areas for improvement, made recommendations to enhance system functionality, and provided insight to drive overall system improvement.- Worked closely with the developer to design and configure the tool's features and functionality, ensuring it met business needs and maintained optimal performance.- Managed the project from scoping requirements to overseeing implementation, including coordinating with stakeholders and managing timelines to ensure a successful and timely launch.- Successfully deployed the tool and configured company-owned devices in a mobile device management tool to improve device security and streamline device management.- Developed comprehensive training materials and provided training to end-users to improve adoption and proficiency, ensuring smooth integration of the new tool into daily operations.- Resulted in improved communication and streamlined operations for the company, including modules for customers, salespeople, managers, and administrators, resulting in increased efficiency and profitability. Show less