Application Support Analyst
Milton, ON
Application Support Analyst with 1+ year of experience in a high-volume, ticket-driven enterprise environment. Skilled in troubleshooting application, access, and system issues while meeting SLA targets. Hands-on experience with ServiceNow, Microsoft 365, Azure AD, and Okta, with working knowledge of ITIL-based ITSM practices. Strong customer support skills with experience providing phone, email, and remote support to end users.
Alectra Utilities
2024 - 2025Acted as first point of contact for IT support via phone, voicemail, and email, ensuring courteous and timely resolution of user issues. Managed ServiceNow ticket queue (~10 + tickets/day), ensuring timely resolution within SLA targets. Recorded, categorized, and tracked tickets throughout the full incident lifecycle. Troubleshot application, access, and system issues in a high-volume ITSM environment.
Advanced Diploma in Computer Systems Technology
2023 - 2025Diploma in Environmental & Civil Engineering Technology
2019 - 2022