At RL Canning, I provide technical support to teachers and CPS staff, troubleshooting devices, account access, and connectivity issues. I diagnose and document incidents and service requests, escalating complex issues in line with SLAs.
I use ServiceNow and knowledge management resources to document incidents and identify solutions. I also guide end users through Aspen and technical support guides.
At Sensormatic, I provided advanced support for connectivity, hardware, and access issues, handling 50–60+ weekly cases while maintaining 95% SLA compliance. I coordinated with field technicians on device installations, repairs, and system restorations.
At Brave Thinking Institute, I supported a global network of 7,000+ coaches and members through Zendesk, Gmail, and Zoom Workspace. Earlier, at North Center Animal Hospital, I coordinated appointments and surgical bookings and trained new staff on systems and documentation standards.
