Job Search Status
Open to workDesired start date: Flexible
Open To Work
Amy Pittell
Windsor,Canada
Work Preference
Summary
Dedicated IT Service Desk Specialist with a strong record of maintaining a 100% customer satisfaction rating. Expertise in providing remote support for hardware and software issues, alongside contributing to IT training and knowledge bases, fosters team efficiency and enhances user experience.
Overview
30
30
years of professional experience
Work History
IT Service Desk Specialist
Mastronardi Produce
05.2021 - 11.2025
- Maintained a 100% CSAT rating while providing remote IT support (both software and hardware) for employees of Mastronardi Produce in various facilities throughout Canada and the US.
- Actively contributed to the company's IT Knowledge Base by writing/editing procedural and how-to articles.
- Assisted in training, coaching and evaluating new team members.
- North American produce company
Multiple Roles
Concentrix
12.2016 - 01.2021
- Provided Tier 1 technical support for Apple products including iPhones, iPads and Mac computers.
- Assisted as a Subject Matter Expert in the training of advisors in Mac tech support.
- Provided Tier 2 technical support.
- Team Manager overseeing 20+ advisors. My team operated consistently above 85% customer satisfaction.
- Personal customer satisfaction always above 90%. Metric scorecard always in the top 10% of the line of business I was working in.
- The client was Apple
Technical Support Agent
Sykes Home powered by Alpine Access
05.2013 - 12.2016
- Assisted customers with television cable and internet by telephone and in chat.
- Included troubleshooting cable television issues (e.g., signal problems, inputs, remotes)
- Included troubleshooting internet issues (e.g., signal, WIFI, passwords, modems).
- The client was Rogers Cable
Research Ethics Officer
University of Ottawa Heart Institute
Ottawa, Canada
03.2002 - 11.2005
- Liaison between Human Research Ethics Board (HREB) and clinical research staff.
- Responsible for ensuring all regulatory requirements as dictated by Health Canada and the FDA were being met by clinicians and nurses.
- Reviewing/editing Patient Consent Forms.
- Co-ordinated communication for up to 350 clinical trials; attending HREB meetings, taking, transcribing and disseminating said minutes to all members of Committee.
- Ottawa, ON
Executive Assistant
University of Ottawa Heart Institute
Ottawa, Canada
10.1995 - 03.2002
- Assisted the Director of Medical Affairs and Research Development in organizing his office, answering phone, making travel arrangements, keeping his calendar, transcribing various memoranda, meeting minutes and correspondence.
- Ottawa, ON
Education
High School Diploma - Grade 12
Riverside Secondary School
Windsor, ONSkills
- Keyboarding 75 WPM
- Advanced iOS and macOS knowledge
- Proficient in Windows 10/11
- Expertise in Microsoft Word
- Familiarity with Microsoft applications
- CRM proficiency
- ICM knowledge
- SGI database experience
- Adobe Classroom familiarity
- Communication skills
- Organizational skills
References
Should you require further work history and/or references, please do not hesitate to contact me.
Timeline
IT Service Desk Specialist
Mastronardi Produce
05.2021 - 11.2025
Multiple Roles
Concentrix
12.2016 - 01.2021
Technical Support Agent
Sykes Home powered by Alpine Access
05.2013 - 12.2016
Research Ethics Officer
University of Ottawa Heart Institute
03.2002 - 11.2005
Executive Assistant
University of Ottawa Heart Institute
10.1995 - 03.2002
High School Diploma - Grade 12
Riverside Secondary School