Anne marie User

Provided Level 3 support via email and phone for railways enterprise software, managing Jira tickets and coordinating clear technical context across teams. Troubleshot data discrepancies using SQL, Postman, and secure remote-access tools with MFA, documenting findings and escalating when needed.

Served as an escalation point for internal Ads tooling, triaging requests and prioritizing routing to improve support efficiency. Built and maintained a self-service onboarding website and streamlined the Ads Study request workflow with automation.

Defined support processes for global payment systems and led ticket triage with Engineering and Product to resolve complex payment incidents. Acted as escalation point for critical issues and contributed Markdown-based documentation to strengthen internal knowledge resources.

Provided Level 2 support for global warehouse management systems, managing incidents and service requests through ServiceNow and MySQL server. Delivered remote hardware support for warehouse label printers, performing log analysis and root-cause analysis while coordinating go-live communications.

Managed professional services programming project lifecycle activities, ensuring accurate scheduling and resource alignment based on technical certifications and customer requirements. Conducted customer status calls and supported system migration documentation using Salesforce and Smartsheet.

Led telecom solution deployments for global airline clients, managing migrations, upgrades, and multi-team coordination across on-site and network stakeholders. Conducted LAN/WAN testing and UAT, maintained data integrity, and helped cut delivery time in half for an Emirates Airlines new route launch through proactive change coordination.

Earned the DAEU (équivalent to one year of college), providing university access training.

Completed training as a bilingual secretary with English/French language focus.