JOEY SOARES

Dynamic Information Technology Analyst with over 6 years of experience in IT infrastructure operations, service management, and technical support. Demonstrated expertise in hardware, software, networking solutions, and IT service management (ITSM) processes. Proven track record in resolving complex technical issues, enhancing service delivery, and ensuring high levels of customer satisfaction. Excellent communicator with a strong aptitude for problem-solving and continuous improvement.

• Flexible to work overtime, shift-work, and on-call status as required.
• Willing and able to meet operational requirements, including travel and physical tasks associated with IT equipment management.
• Valid Class “G” driver's license for required mobility.

• Advanced proficiency in BMC Remedy Service Desk and ITSM processes (Incident, Change, Asset and Configuration Management).
• Extensive experience with IT infrastructure support, including troubleshooting, installation, and maintenance.
• Strong background in customer service and IT help desk support, skilled in resolving technical issues and enhancing user satisfaction.
• Excellent communication, problem-solving, and analytical skills, with a focus on continuous improvement and service excellence.
• ITIL v3 or v4 Certification (pending or planned to obtain as part of professional development).
• Bilingual proficiency (English and French) to meet SSC's bilingual requirements, enhancing communication and service delivery in designated bilingual regions.