At Better Outcomes Registry & Network, I provided remote support for the BORN Information System by phone and email, guiding users across Ontario through issue resolution. I brought first- and second-level helpdesk support in-house, reducing average resolution time from one business day to under an hour.
I used Microsoft SQL Server to extract ticket data and created service metrics in Excel and Power BI to support incident analysis and root-cause investigation. I also managed access to the BORN Azure environment through Active Directory and FortiGate.
At Children's Hospital of Eastern Ontario (CHEO), I supported staff with software and hardware issues, provided onsite support for out-of-town locations, and trained helpdesk staff. I created and managed Active Directory accounts and Group Policy Objects, and deployed Windows images using Windows Deployment Services.
Earlier, I resolved order-related technical issues at Costco Wholesale Canada and analyzed data warehouse requirements at Newborn Screening Ontario, where I troubleshot data sources and imported SQL/HL7 data. My background also includes business analysis, data analysis, CMS administration, and web application development.
