Iraoritse Melissa

IT Support Specialist with hands-on experience in IT Service Management (ITSM), service desk operations, and process improvement within corporate environments. Proven ability to analyze ticket trends, document workflows, and improve support delivery through knowledge management, SOP development, and operational insights. Experienced with ServiceNow ticketing environments, Microsoft 365, identity management (Okta), and end-user support.

Strong background in incident management, onboarding workflows, and cross-functional collaboration, with a growing focus on ITIL best practices, service optimization, and data-driven decision-making. Adept at translating technical issues into clear documentation and improving user experience through structured support processes.

IT & Administrative Support Specialist - Vialto Partners - London, ON

(2026-01 - 2026-05)

• Delivered Level 1 service desk support, managing incoming tickets via phone, email, and service platforms while ensuring accurate documentation and timely resolution
• Logged, categorized, and tracked service requests, supporting ticket lifecycle management and data accuracy for reporting and analysis
• Analyzed recurring technical issues and identified process improvement opportunities to reduce resolution time and enhance user experience
• Supported incident, request, and access management workflows, aligning with ITSM best practices
• Assisted in developing and maintaining technical documentation, SOPs, and internal knowledge base articles to improve first-contact resolution
• Coordinated user onboarding/offboarding workflows, including access provisioning, equipment setup, and process documentation
• Collaborated with cross-functional teams to improve escalation processes and service delivery consistency
• Performed ticket triage and escalation, ensuring proper routing and ownership across resolver groups
• Maintained IT asset records and contributed to operational reporting accuracy and audit readiness
• Supported internal communications and process updates, improving team alignment and service delivery efficiency

IT Infrastructure Lab Projects - Fanshawe College - London, ON

(2024-09 - 2025-04)

• Simulated service desk environments, handling incidents and service requests across Windows, macOS, and Linux systems
• Performed ticket-based troubleshooting and resolution, reinforcing ITSM workflows and escalation practices
• Documented technical processes, troubleshooting steps, and user guides to support knowledge management initiatives
• Configured and tested identity and access management workflows, including user provisioning and permissions
• Completed networking labs (IP addressing, DNS, DHCP), supporting root cause analysis and incident resolution
• Built virtual environments using VMware to simulate enterprise IT support scenarios
• Developed structured documentation aligned with knowledge base and self-service support models

Administrative Assistant (IT Department) - Lee Engineering & Construction Company Ltd - Nigeria

(2021-11 - 2022-11)

• Provided administrative and IT support within a service-oriented environment, supporting daily operations and system users
• Maintained logs of service requests and tracked issue resolution to support operational visibility and reporting
• Assisted in incident resolution and user support, including password resets, Microsoft 365 issues, and workstation setup
• Coordinated onboarding processes, ensuring standardized workflows and documentation consistency
• Prepared reports and tracked workforce and system data using Excel, supporting decision-making and performance tracking
• Improved document management processes, reducing file retrieval time by 25%
• Acted as liaison between IT, HR, and business units to ensure efficient communication and service delivery

Post-Graduate Certificate - Information Technology Infrastructure - Fanshawe College (2025-04)

Post-Graduate Certificate - Human Resources Management - Durham College (2024-04)

Bachelor of Science - International Relations & Diplomacy - Afe Babalola University (2021-08)