Customer Service Support

Brandi Lacombe

(***) ***- **** *********@******.***

Profile

An analytical, self-motivated, and team-oriented individual with extensive experience providing strategic support/ guidance in first-point-of-contact, direct accountability IT roles. v Over 23 years of experience in progressively senior roles across Finance, Telecommunications, and Software Development industries. Strong background in managing escalations/ support tickets, QA, project management, ITIL, strategic planning, client relationship management, process optimization, and change management. v Proficient communication, liaising, and leadership abilities. Proven ability to establish a positive rapport with clients, colleagues, superiors, and other professionals. v Advanced user of Microsoft Office Suite, as well as specialized hardware, software and applications, including Service Now, Salesforce, JIRA, SharePoint, AMP/ GeoLearning, Stat Pro, RPM, Plan Plus, Nest, Doxim, Open Advantage, Unix, Oracle, and Windows OS. Experience

Functional Support Analyst MD Financial Management (Ottawa, ON) 2007- 2020

§ Defined, researched, investigated, and implemented resolutions to SD tickets assigned to the functional support team, including mission-critical requests and probable software defects. Isolated defects, diagnosed issues with third-party software, and created/ reviewed content for the knowledge base.

§ Contributed to product launch readiness by logging defects, verifying defect resolutions, developing new processes, drafting documents, completing Incident Submission reports, and ensuring timely resolutions.

§ Maintained compliance with Service Level agreements and ensured collaborative relations with interdisciplinary teams, third-party vendors, and suppliers. Technical Support Analyst II/ Team Lead N-Able Technologies Inc. (Ottawa, ON) 2003- 2007 Customer Service Consultant Rogers Communications (Ottawa, ON) 2002- 2003 Planner/ Booking Prime Nortel Networks (Ottawa, ON) 2001- 2002 Access Networks Lab Management/ Team Lead Nortel Networks (Ottawa, ON) 1999- 2001 Sales Support- System Administration/ Oracle DBA Vision Solutions/ Autodesk Inc/ Systemhouse EDS (Ottawa, ON) 1997- 1999 Education

ITI Information Technology Institute Ottawa, ON 1997 Diploma, Applied Information Technology

Certifications, Training, and Professional Development

• Certification- ITIL Foundation (2011)

• Training Completion- SA UNIX System Administration, Productivity Point International (1998)

• Training Completion- Oracle8 Database Administration/ Backup and Recovery, Oracle Corporation Canada Inc. (1998)

• Training Completion- Professional Presentations, LEAD Learning Education and Development (1998)

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