Sheridan College | Oakville, ON

Relevant courses: Enterprise Java, Database Management, Mobile Web-based Applications

IT desktop support analyst (Co-op)

• Delivered dedicated support to a workforce of over 200 employees, adeptly resolving a wide spectrum of software and hardware issues, consistently upholding a 98% user satisfaction rate

• Managed software application permissions with precision, skill fully troubleshooting and overseeing installations, ensuring uninterrupted operations for a user base exceeding 500 individuals

• Expertly resolved complex issues in Adobe, MS Teams, Outlook, Word, Excel, SharePoint (including file paths), and VPN troubleshooting, leading to a 30% downtime reduction in six months, significantly enhancing user productivity and system efficiency

Supervisor

• Proactively engaged with customers to understand their needs and exceed their expectations, resulting in a 99.3% guest satisfaction rating over a 3-month period, as reported by customer surveys, demonstrating a strong commitment to customer service and driving repeat business

• Collaborated with other team members to ensure a smooth operation of the store during peakhours, resulting in a 15% increase in customer satisfaction

• Completed daily recovery tasks to keep areas clean and neat, and helped with purchases and signing customers up for rewards program

Languages: Java, JavaScript, C#, HTML, CSS, TypeScript, PL/SQL

Frameworks: Angular, Spring Boot, Node.js, .NET

Database Systems: MySQL, NoSQL, Oracle Database

Tools & Environments: Windows, MacOS, IntelliJ IDEA, Visual Studio Code, NetBeans