Regina S.

Acted as the primary contact for technical issues and service requests. Oversaw the lifecycle of incidents via the in-house ticketing system, ensuring accurate categorization and documentation. Addressed tickets through email, phone, and the service portal, focusing on Incident Management and SLA compliance. Daily monitoring of incoming queues was conducted to track potential breaches and identify bottlenecks, escalating as necessary to senior IT support teams. Maintained records of IT assets, including updates and compliance documentation. Provided support to internal users, ensuring timely communication. Executed Administrative Support functions such as tracking service requests and updating documentation. Created detailed reports and dashboards for actionable findings. Examined mortgage-related documents for data accuracy and legal compliance, reviewing property titles and mortgage files for discrepancies. Collaborated with legal and compliance teams to resolve issues and ensure documentation standards were met, maintaining organized records for audit purposes.