PROFILE

Client Support Analyst with over ** years supporting and building strong relationships with internal and external clients.

Client Management/Customer Service

Request and Incident Management (sustainment support)

IT Support

Use Case Process Documentation

Reporting

Leadership

Administration

PROFESSIONAL EXPERIENCE

ONTARIO LOTTERY AND GAMING CORPORATION 2013 – 2015

Customer Support Analyst

Queue Manager Tier 1 level support

Respond to customer inquiries for services via telephone or email

Troubleshoot technical issues

Queue manage for IT Service Centre

Adhere to SLA and OLA requirements

Ability to work under pressure from open to closure of P1 Critical Incidents

Create Templates to improve quality assurance of tickets

Create and distribute aging tickets report on a daily basis

Schedule service calls

Introduced Change / Release Management Process to the Service Desk to help better manage changes that are introduced and to help facilitate the way changes are released into the IT Infrastructure.

Troubleshooting skills in Windows 7, 8, XP, Lotus Notes, Microsoft Office suite, Service Now and Remedy.

Participate in new project developments

Introduce new processes and procedures

Coordinate Inventory control

Responsible for tracking vacation requests for the team

Coordinated shifts for the team to ensure time coverage

EHEALTH ONTARIO 2002-2012

Remedy Administrator (2005-2012)

Queue Manager (met 100% SLA’s), Tier 1 level Support, Configuration and Customization

Initiated and configured Request tasking for the New Hire Process which led to a reduction in turnaround from 5 days to 3

Configured Service Desk Incident and Request templates which returned a significantly greater result of accuracy in tickets

Developed People Templates to ensure proper permissions and provisioning to end users to uphold security standards within the organization.

Created new process use case documentation for the helpdesk, freeing up 40% of my time to focus on other projects.

Assisted in configuring new SLA’s and OLA’s, resulting in quicker ticket resolution of Requests and Incidents.

Developed and Implemented quarterly reports on license usage which cut back costs of un-used licenses.

Provided second level support to end users and fostered increased levels of user acceptance within Remedy.

Worked with Change Management process in the release of changes to ensure that all training and communication was addressed when a new or updated component is introduced.

Participated in new projects

Trained users on new processes and procedures

Configured the Remedy Suite including Incident and Request Management, Asset and change module.

Service Desk Applications Administrator (2004-2005)

Provisioned new users and configured Service Desk Applications such as Remedy and SharePoint

Assisted in the development of the Service Desk’s SharePoint Portal that is still in use today.

Created and formatted monthly, weekly and ADHOC reports to the executive team to assist them in their deliverables.

Created and maintained a reporting procedural manual for the service desk, ensuring accurate data integrity.

Managed Remedy licenses, ensuring 100% availability.

Provisioned new users with system security permissions, ensuring proper security measures

Implemented and created use cases for the service desk to ensure greater efficiency.

Used the Change / Release Management process when making configuration changes to Remedy and Share Point

Trained new agents

Senior Technical Helpdesk Agent (2002-2004)

Provided Ontario’s Health Service Providers consistent, high quality support

Assisted in hiring of new agents

Created New Hire Training manuals to assist new hires with processes and procedures.

Participated in Change Advisory Board (CAB) meetings to evaluate impact of performance for the service desk

Developed and administered bulletins and change notifications

Participated in new project development and created application script testing.

Data entry

Scheduled appointments and interviews

Responded to incidents and requests via telephone and email on a daily basis

PROFESSIONAL DEVELOPMENT

&EDUCATION

Six Sigma White Belt Certification, Management and Strategy Institute, 2015

ITIL 2011 Overview Certification, SB Consulting, 2014

ITIL V2 Foundations Certification, Pink Elephant, 2007

ITIL V3 Foundations Certification, Pink Elephant, 2009

Crystal Reports 11, the Learning Tree, 2007

AR System 7.x: Administering - Part 1 & 2, BMC Remedy Service Management, 2007

AR System 6.x Administering – Part 1 & 2, BMC Remedy Service Management, 2005

AR System 5.x Administering – Part 1, BMC Remedy Service Management, 2004

Diploma in Marketing and Merchandising for Fashion Retail, Centennial College, 1994

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