Brent B.

IT Support Specialist | ITIL v4 certified | Bridging Technology & Users | Focused on Streamlining IT Operations. • Skills: Results-oriented IT Analyst with 8 years of experience in BPO and IT industries, providing expert monitoring, troubleshooting, and service management using CRM and ITSM tools. Currently responsible for critical systems and server monitoring, proactively identifying and escalating crucial events to resolution teams. • Career highlights: - Delivered consistent team SLA score of 100% in Monitoring support from 2023 Q1 to present. - Resolved massive volume of incidents/support request tickets in 2022 Q2-Q3. - 2022 Q2 top team in ProV International client. - Perseverance award in DFI Retail Group. - Extended seasonal contract in Balsam Brands for performance. - Promoted from partners support tier I to partners support II in a ride-sharing app at Telus International. - Scored 98% on Intern assessment at Securities and Exchange Commission.