At Employment and Social Development Canada, I managed IT incidents from intake through resolution, prioritizing cases, routing them to support teams, and coordinating escalations when needed.
I served as a liaison between employees, technical teams, stakeholders, and management, sharing service disruption updates and documenting actions and resolutions. I also supported Level 1 and Level 2 operations and contributed to procedures and support documentation.
At Home Depot, I provided Tier 2 support for hardware, software, network, and account issues, managing incidents and service requests through Jira and internal ticketing systems.
Earlier, at Bell Canada / MSI, I provided bilingual Tier 2 support to field technicians and tracked cases through resolution. In payment operations at Employment and Social Development Canada, I assessed Employment Insurance eligibility, issued payments, and investigated payment issues.
