Micka Izere

• Serving as the first point of contact for customers seeking technical assistance.
• Showcase new technology to business users Performing troubleshooting through diagnostic techniques and pertinent questions Determining the best solution based on the issue and details provided by customers
• Troubleshoot mobile devices, phones, printers and other computer and telecommunications equipment.
• Daily incident and request management
• End User Device re-imaging
• Requests for installations, upgrade, and software packages
• Relocation and removal of End User Devices

Technical environment:

• Windows 10/11
• Microsoft 365: Outlook, Teams, SharePoint, One Drive, Excel , PowerPoint, One notes
• Active directory
• SSCM
• SAP
• VMWARE PRO 15 and 16
• Apple products: iPhone, Macbooks, iPad
• HP hardware such Laptops, Mid-Tower desktops and compact desktops
• Network switches (Aruba and hp)
• Print server (on prem)
• Intune
• VPN
• MFA
• Nitro PDF editor
• SCADA
• MES or Plant applications Client
• Xprotect
• ParcView

• Description: Onsite hardware and office setup/takedown.
• Preparation of equipment for production projects and support services.
• Preparation of equipment for shipments.
• Respond to user queries sent by HelpDesk ticket, phone, email or chat, or reported in person.
• Handle onsite reboots/replacements/cabling for equipment.
• Manage, take charge of and be responsible for a resolution of hardware IT problems.
• Troubleshoot user issues on computers, laptops, consoles, mobile devices, tablets… Inventory management.

Technical environment:

• Windows 10/11
• Microsoft 365: Outlook, Teams, SharePoint, One Drive, Excel , PowerPoint, One notes
• Active directory
• Microsoft Admin centre
• Intune
• Exchange
• Print server
• Hardware (Lenovo T14, Androids and IPhone)
• MFA
• Cisco secure client
• Adobe Acrobat Standard and Pro
• Network printers
• JDE
• Citrix
• Metrix
• UKG pro and dimensions

• Description: SSC’s End User Services operates one Service Desk supporting the desktop environment for multiple customer departments. The operation of the Service Desk provides national support for all clients, The service includes the fulfillment of service requests as well as incident management which includes ticket creation, escalation, and resolution wherever possible In the event Service Desk Agents are unable to resolve the client issue or fulfil the client’s request, it will be escalated to the appropriate support group(s) for resolution. The End User Service Desk agents are dedicated to their specific client.
• Currently the primary contact method is toll-free number with the potential of expanding to other contact channels as technologies become available.
• TECHNICAL ENVIRONMENT
• Networks are built on Microsoft’s integrated software technology including but not limited to;
• Windows 10
• Exchange 2010
• BES12
• MSOffice Suite 2010
• Remote Access, and PKI
• Adobe Reader
• Entrust 9.2
• McAfee
• Microsoft System Centre Communication Manager (SCCM)
• Active Directory
• Hardware (Laptops, Cellphones, Tablets, Printers and MiFi)
• Several other custom-developed and commercial off the shelf (COTS) applications are also in use to support Government Departments business requirements.

• Solicit prospects directly through cold calls ( In person, Phone , e-mails)
• Attend and participate in meetings and training sessions offered by Jan-Pro;
• Establish price proposals according to the criteria set by Jan-Pro;
• Prepare and deliver proposal of service according to the deadlines established by Jan-Pro;
• Create business relationship between clients and certified business owner
• Assist and follow the start-up with new clients;
• Take the necessary steps for the renewal and adjustments of annual contracts when necessary;
• Respond to customer service calls when required;
• Produce all reports or other documents necessary to monitor and achieve Jan-Pro's sales objectives;
• Collaborate and perform all other related duties as required by your supervisor.The Receptionist/ telemarketer’s responsibility is to welcome and find leads for outside sales.

.Technical Environment: .

Masterview

• As a Service Desk Agent at Innovapost, I provided critical technical support for the systems and people behind the Canada Post Group of Companies.
• Assisted with the users to deliver faster call resolution, better outcomes, and reduced costs for the Canada Post Group of Companies.
• Supported the users with certain IT issues on laptops, mobile devices and tablets
• Reset password and assist users with their login
• Maintained documentation with accurate service desk procedures and policies.

• Streamlined communication with customers to understand needs better.
• Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
• Resolved conflicts in a respectful manner, promoting a positive image of the company.
• Facilitated positive customer experiences with attentive service.
• Assisted in training new staff members, fostering a supportive work environment.
• Managed high volume of inbound calls, ensuring swift response times.