Elizabeth Pura

Over the last 8 years I have worked as a Service Desk Ticket Dispatcher. I am accountable for making sure that our technical services team remains on schedule and the SLAs are met through ticket, email and chat management. I am the first point of contact for inbound support calls and is responsible for connecting our customers who are needing assistance with the IT team with basic troubleshooting and proper triaging.

Leading up to working with managed service providers or IT consultancy (Panthera Technologies, The Newberry Group and Realitybytes), I have worked as a Technical Support for three major ISPs Verizon, AT&T and Bell Canada. My primary proficiency lies in troubleshooting various networking equipment, Microsoft Office, Windows Operating Systems, printers and different computer applications.

I also became a Quality Analyst for Bell Canada. My main task is to monitor and evaluate the technical support agents’ calls based on the client’s set guidelines. The main goal is to improve on the operations’ SLAs and various metrics through coaching, training, and audit analyzing.