IVAN BORGONOS

• Engaged with conference attendees, providing information about ISC2 Toronto Chapter's mission, products, and services.
• Assisted in setting up and maintaining the booth, ensuring it was visually appealing and well-organized.
• Assisted SECON attendees as Helpdesk via gather town to ensure smooth Virtual Conference experience.

• Prepared and served a diverse range of beverages, specializing in bubble tea, adhering to company recipes and quality standards.
• Managed cash transactions and operated the point-of-sale (POS) system accurately and efficiently in an average of 100 customers per day.
• Ensured cleanliness and organization of the work area, including the bar, preparation stations, and customer seating areas.
• Resolved customer inquiries, concerns, and complaints promptly and in a professional manner, ensuring customer satisfaction.
• Conducted regular quality control checks to maintain beverage consistency and upheld hygiene and safety standards.
•Led and supervised a team of baristas, providing guidance and training to ensure consistent beverage quality and exceptional customer service.

• Work closely with cross-functional teams to identify root causes of recurring incidents, leading to process improvements that reduced overall incident volume by 25%.
• Provided timely and effective technical support by analyzing and understanding complex business requirements to deliver client resolution while adhering to service level agreements (SLAs) to over 40 clients a day via remote desktop connection, call and chat, resulting in a customer experience satisfaction rating of 95%.
• Engage with technical and service desk teams to provide timely resolution of client issues of over 50 Meraki Cisco networking devices, end-to-end technology support, related to Computer hardware and equipment, Windows Operating Systems, CISCO soft phone, APPConnect, MS Office, MS Excel, Microsoft word, Outlook Exchange, Office 365 Messaging, Mac Operating Systems, Tablets and other Video Conferencing tool.

• Serve as a subject-matter expert in assessing impacts for planned system changes and projects, ensuring compliance with organizational standards and building relationships with cross-functional teams. Research, analyze, and provide recommendations on issues and system outages, contributing to the development and implementation of new policies, procedures, and standards.
• Acting as the first level of support for customers offering viable solutions via calls, chat, remote and email. Provide detailed documentation of system incidents and requests using the ServiceNow ticketing system and ensure excellent customer service experience while maintaining the Service Level Agreement to clients.
• Facilitate team meetings weekly to provide team performance with the managers. To ensure the team is meeting the SLA and to discuss any improvements that are expected from the team.