IT Support Technician at Canadian Institute for Health Information (2022-11 – Present)
- On-site installation, troubleshooting, and maintenance of various IT equipment.
- Onboard new users of an organiation
- Configuring and testing newly installed devices to ensure optimal performance.
- Collaborating with colleagues to resolve any technical issues that may arise during installations
- Engineer and maintain high-performing SCCM infrastructure for OS and enterprise application delivery.
- Develop and execute end-to-end OS deployment strategies using SCCM and Windows Autopilot.
- Deploy and manage devices with Windows Autopilot and Microsoft Intune for modern endpoint management.
- Establish and enforce policies for software patch deployment across all endpoints to ensure endpoint security.
- Responsible for managing IT assets, including laptops, desktops, and peripherals
- Providing comprehensive computer and application support to employees, including procuring and imaging PCs, diagnosing and repairing issues, and troubleshooting general problems with printers, security systems, and meeting rooms.
- Supporting devices operating on both iOS and Android platforms, ensuring seamless functionality and user satisfaction.
- Proficiently collaborating with audit teams and providing well-documented evidence to ensure compliance and accuracy in evaluations.
- Identifying gaps in the Helpdesk area, initiating process improvements, and performing cleanup activities independently.
- Implementing and supporting the latest audiovisual technologies using MS Teams and state-of-the-art equipment.
- Coordinating and managing activities related to the phone system and contact center solution implementation.
- Creatively documenting user support and training junior staff, peers, and users to provide better technical support to end-users.
- Maintaining inventory and asset tracking systems and implementing asset tag management processes.
- Procuring, deploying, and managing shipments of desktops, laptops, and cell phones.
- Providing expert technical support on Windows 10/11 and macOS-based machines.
- Troubleshooting and supporting the Microsoft Office 365 application suite and various other applications.
- Managing supplier relationships and negotiating pricing as necessary.
- Leading mini-projects to improve technology gaps in Desktop support/facilities areas independently.
- Participating in disaster recovery, business continuity, and year-end processing activities as required.
Apple Authorized Repair Technician at T-Booth (2022-05 – 2022-11)
- Troubleshoot, diagnose, and repair mobile Apple products such as iPhone, Air Pods, and iPad
- Provide legendary service to customers, in-person and over the phone.
- Own the administration of warranty and repair processes.
- Organize stock and manage inventory of parts used for repairs
- Maintain productivity standards of quality service and customer satisfaction.
- Act as an Apple and Tbooth wireless brand ambassador
- Educate customers on how to use their products more efficiently and prevent similar issues.
Service Desk Technician (Remote) – Part time at Pathway Communications (2022-02 – 2025-03)
- Providing first level technical support to all healthcare professionals and patients
- Providing customer support by troubleshooting any problems and/or concerns pertaining to end user hardware, operating systems, Telecommunications and/or hospital specific software applications
- Active Directory System Administration
- Perform Group Policy administration for desktop services
- User provisioning and deprovisioning (i.e. account maintenance) for healthcare professional
- Acting as a Legal Registration Authority (LRA) to grant users access to eHealth Ontario applications and EMR systems
- Answer calls for IT Service and Support primarily via phone, Self Service Tickets and document conversation using REMEDY ticketing system
- Transfer and escalate incidents and requests to the appropriate level support resources, following up with tickets assignees to ensure effective resolution in a timely manner
- Familiar about medical terminology
- Act as a Subject Matter Expert for Specific Technologies, services and processes where possible.
AppleCare Technical Support at 247 INTOUCH (2021-01 – 2022-02)
- Provided technical phone support for iOS products (iPhone, iPad, iPod, mac, etc.) for AppleCare customers.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.
- Investigated and resolved customer inquiries, solving problems, and providing new product information.
- Answered an average of twenty-eight calls per day by addressing customer inquiries, solving problems, and providing new product information.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Customer Service at Walmart Canada (2019-10 – 2021-12)
- Ensure proper organization of the store
- Respond to customer complaints and questions
- Handle issues of return, exchange, and refund
- Adhere to safety procedures in ensuring the security and safety of customers within the store
- Ensure total satisfaction of customers during their shopping experience
- Activate phone cards and gift cards
- Handle request for money orders
- Deal with customers through the telephone, electronic means, and face to face
- Offer information on pricing and delivery
- Responsible for verification of customers and setting up of their accounts, and processing forms, orders, applications, and requests made by customers.
