NICOLA WEST

I possess three dedicated years of employment experience with CBG Health Research as an IT Support Lead and Helpdesk Agent.Active listening with empathetic customer service as well as exceptional problem-solving capabilities are extremely important attributes gained from this role which I would bring to the role of Student. I am also an employed family caregiver of 11 years, as well as being an employer and agent supported by Lifewise to manage support caregivers. We provide expert care for my daughter, who has Spinal Muscular Atrophy. Resourceful IT technician offering several years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with windows, linux and mac os environments.

• Established and managed helpdesk for HR onboarding/offboarding, enhancing service quality and efficiency.
• Mentored team members, improving overall performance and service delivery.
• Self-taught PowerBI to generate weekly executive reports, aiding data-driven decisions.
• Provided empathetic support to internal staff and public, ensuring high customer satisfaction.
• Managed Microsoft Access Database applications, streamlining data processes and accessibility.
• Managed high-volume inbound calls while maintaining service quality. Improved information accessibility, contributing to overall organizational efficiency.
• Led IT support for surveyors, improving data collection efficiency and accuracy.
• Promoted to IT Support Lead, enhancing cross-functional cooperation.
• Implemented innovative IT solutions for mobile teams, ensuring data integrity.
• Streamlined support processes, driving operational improvements.
• Fostered seamless communication between IT and survey teams, boosting performance.