Service desk analyst - Ministry of Health- OPS - Ontario
(2021-02)
As a service Desk Analyst, I report to the OPS (Ontario Public Service) where my primary function is to provide first tier technical support to the users of CovaxON. CovaxON is a data base solution used by the province of Ontario to track Covid-19 vaccine inventory and document immunization using this vaccine. The nature of this database and the records within it necessitates the ability to effectively function in a fast paced, mission critical technology support environment while enforcing relevant privacy and security policies.
- Collecting contact information from the users by phone or email, opening new or updating existing tickets on ESMT.
- Service Desk Analyst (SDA) receives and logs the request in the call management system.
- Receiving, documenting and resolving end-user issues in a timely and efficient manner by phone or email
- Diagnosing and identifying problems utilizing tools from a knowledge management system.
- Classifying categorizing and prioritizing incidents to ensure timely resolution through the established escalation system.
- Managing single user escalations, working with clients, setting expectations and working with other branches of OPS to resolve incidents and fulfil requests.
- Conducting Team meetings with users to support on one-on-one basis.
- Working with Training leads to ensure ESMT tickets, guidelines of new policies, reporting changes and job Aids are effectively communicated in a timely and efficient manner to the Team.
Emergency Response Officer (Part-time) - Canadian Red Cross (CRC)
(2021-05 - 2021-08)
This was a part-time assignment for filling forms of Covid-19, collecting and gathering data of travelers entering and exiting Canadian borders.
- Ensured accurate completion of forms to facilitate the vaccination process, Covid-19 sample tests taken on the spot.
- Collaborated with team members to streamline data gathering and entering them on the computer.
- Contributed to the CRC mission of supporting public health initiatives during the pandemic.
- Experience with Dispatch and 911 call logs.
Training Specialist - Bell Mobility - Missisauga, On
(2012-04 - 2020-09)
As a training specialist, I conducted virtual and in class training for new hires, focusing on customer service and retention processes.
- Delivering Training and instructions to provide hands on tools to new hiring teams in Western Canada, BC, Asia (Philippians) and Ontario.
- Developed Created and distributing training materials, such as job aids, presentations, and e-learning content to enhance the knowledge and skills of users, considering the needs of each department.
- Trained users on telephone- Avaya telephony system and various applications used within the company.
- Identifying performance gaps and training needs for agents
- Monitoring sales metrics and creating reports on training effectiveness, including feedback on employee progress
- Boosted employee confidence by providing skilled training to improve knowledge and productivity
- Discussing marketing and competitive offers with internal reps to promote progress
- Perform payroll functions such as maintaining time keeping, information and processing
- Compiled data on company goals, department needs and employee training requirements
- Trained new tech trainers to ensure consistency in customer service and quality.
Retention Supervisor- Client Relation Help Desk - BRS - Missisauga, On
(2007-09 - 2011-10)
- Assisted clients with responding to their inquiries, handling telephone requests, email requests, social media requests on bell.ca/ contact us and solving problems and providing new solutions.
- Worked directly with management and marketing team to brainstorm ideas to improve products and introduce new products.
- Created weekly newsletters to communicate new rate plans, features, promotions on hardware and loyalty offers with all team involved to promote sales and reduce churn.
- Managed client correspondence and records for maximum efficiency and accuracy.
- Build long –term, loyal customer relations by providing top notch service and detailed order, account and service information.
