​I joined Export Development Canada in a student role as an IT Service Desk specialist in March 2020 during the COVID-19 pandemic. My responsibilities on team includes the following

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• Provided technical support, documentation and productivity advice to the organizations internal users of computer applications, hardware and telecommunication services

• Maintained a troubleshooting tracking log ensuring timely resolution of problems and expansion of IT knowledge database

• Consistently maintained a calm and professional posture while supporting users in resolving their IT requests

• Supported users in the migration process of EDC’s VPN from Cisco AnyConnect to Forticlient to help boost productivity

• Patiently remained on the phone lines for extended periods of time supporting non-tech savvy users in resolving issues, describing how to navigate issues and resolving them in an easy and understandable manner

• Administered training sessions for new EDC hires on the PHUB team on how to use the tools and applications available for IT support

• Developed a comprehensive ONE-STEP solution to simplify and automate repetitive task to increase team productivity

• Acquired knowledge in Microsoft’s Power BI in order to build data dashboards and analysis tools which helps in identifying, reporting and implementing effective business strategies