At Telus International, I lead ServiceNow ticket triage and manage P1/P2 incidents for global enterprise clients. I administer Okta for SSO, MFA, and user provisioning, and support Genesys Cloud communications.
I also administer endpoint and productivity platforms including Microsoft Intune, Jamf Pro, and Office 365. I introduced a process to track recurring tickets and team workloads, helping identify knowledge base gaps and coaching needs; I also coached a team member who became the team’s top performer within a month.
