Experience

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  Computers for schools

  Feb 2011 - Feb 2012

  Computer technician

  - Refurbished donated desktop and laptop computers for use in schools. - Assisted in scanning and maintaining warehouse inventory

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  Xplore inc.

  Feb 2012 - May 2013

  Subject matter expert

  - Received inbound calls from customers for technical support and account related issues - Provided remote troubleshooting for wireless and satellite Internet equipment - Documented troubleshooting steps and recorded notes in Customer Relationship Management Systems

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  Innovatia

  May 2013 - Jan 2022

  Technical support specialist

  - Provide remote support and troubleshooting for Avaya voice messaging products - Create and modify knowledge base articles containing solutions to newly found issues. - Document all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems

• 

  Cybernb | cipnet

  Jan 2022 - Feb 2022

  Technical support specialist

  - Respond to client inquiries and assist with troubleshooting and resolving issues- Managed administration of an online customer portal- Collaborate with other team members and vendors to drive adoption and renewal of CyberSecure Canada certifications

• 

  Kyndryl

  Mar 2022 - now

  Infrastructure specialist

  - Monitor overnight data processing jobs to ensure completion and all SLA’s are met - Monitor for alerts & investigate / troubleshoot any issues found - Perform maintenance of production & lab servers - Handle user moves/adds/changes - Monitor ticket queue for incidents / work orders and take any necessary actions