Ishema Aime Merlin
Ottawa,ON
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Analyst
Shared service Canada
Ottawa
04.2024 - Current
- Triage Network Incidents and or Service Requests
- Attended in SSC projects such as Business requirements for services being onboard to ITSM tool (Onyx portal) as SME (Subject matter expertise).
- Perform trend analysis based on Standard Operating Procedures (SOPs)
- Analyzing tickets being assigned to our group.
- Creating incident templates that Enterprise Service desk agents use.
- Performing escalation for Urgent service requests.
Service Desk Agent
Shared service canada
Ottawa
08.2023 - 04.2024
- Ensured adherence to quality standards by meticulously reviewing tickets, identifying errors, and providing
actionable feedback to Problem Solution Directors (PSDs). - Demonstrated expertise in ITSM Tools Ticket Review, efficiently reassigning or resolving tickets assigned to our group in error, maintaining the integrity of the ticketing system
- Played a pivotal role in incident (IN) and service request (SR) management, creating, facilitating, and
processing tickets with precision and attention to detail. - Developed and implemented strategic procedures for producing reports, ensuring accurate and timely
reporting based on operational requirements, contributing to data-driven decision-making processes.
IT Support
MSi corp
Ottawa
06.2022 - 08.2023
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Identified root causes of technical issues and implemented solutions accordingly.
- Updated customers on progress towards resolution throughout the entire process.
- Provided detailed explanations to customers concerning product features and functionality.
Junior Software Developer
Infrastructure Technology Inc
Toronto
09.2022 - 12.2022
- Developed an Android app for a daycare, collaborating with the implementation team to translate user
requirements into fully functional features.
- Acted as a liaison between requirements, customer feedback, and the software development team to ensure
actionable design
- Created and executed test cases to ensure the functionality of each implemented feature.
Warehouse Worker
ICS Courier
Ottawa
05.2019 - 01.2022
- Assembled orders according to customer requests.
- Inspected damaged goods prior to disposal or return to vendor.
- Prepared and completed warehouse orders for delivery or pickup according to schedule.
- Staged and sorted multiple types of products for loading.
- Monitored work areas for cleanliness and functionality and removed obstacles for safety.
Education
Computer Programming
Algonquin College
Ottawa, ON12-2022
Skills
- Analytical Thinking
- Customer Support
- IT service management
- Mentoring
- Time Management
- Quality Improvement
Certification
- Technical Support Fundamentals, Google - 2023
- Introduction of IoT, Cisco Network Academy - Enrolling
- IT Support and Troubleshooting, LinkedIn - 2023
- System Administration and IT Infrastructure service - 2023
Timeline
IT Analyst
Shared service Canada
04.2024 - Current
Service Desk Agent
Shared service canada
08.2023 - 04.2024
Junior Software Developer
Infrastructure Technology Inc
09.2022 - 12.2022
IT Support
MSi corp
06.2022 - 08.2023
Warehouse Worker
ICS Courier
05.2019 - 01.2022
Computer Programming
Algonquin College
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