EXECUTIVE SUMMARY

I am a highly motivated IT professional that understands the impact employee downtime has on a company. As such, I strive to get my clients back up and running as quickly as possible. With over 7 years of experience within the industry, I have proven time and time again to be a valuable asset for my clients. I excel at innovative problem solving, and thrive in fast paced, multifaceted environments. With strong interpersonal communication and leadership abilities, I am able to relate well with individuals at all levels within an organization. I enjoy hands on tech work. My ideal position would allow me work on hardware and software issues in an environment that encourages growth and continuing education.

AREAS of EXPERTISE

Technical/Software Support

I possess in-depth diagnostic support and break-fix knowledge for a wide variety of hardware and industry standard software such as:

Hardware:

Compaq, HP, Acer, Toshiba, DELL & Lenovo

IPhone, Blackberry, Android, IPad, tablets

Laptops/Desktops/Workstations/Zebra, Lexmark & HP Printers.

Software:

All Microsoft Suites

Adobe

Active Directory

SCCM

SAP Account Admin

DameWare tools

Exchange & OWA

BES

Virtualization:

Citrix XenApp

VMware

Networking:

Novell Switches & Routers, Dlink Switches routers, hubs, NetGear routers, 3comm routers

VPN support

OS’s:

IOS, Blackberry, Android

Microsoft 9x/NT/ME/2000/XP/

Vista/7/10

Technical Skill Sets:

Install, configure, and verify that peripherals are working properly

OS Install & Configuration

Deployment/Maintenance of Anti-Virus Software; Norton + McAfee

Remote/VPN desktop support

Email Services Support; Exchange

System Build/Rebuilds

Break/Fix Hardware & Software issues

Hardware/Software Configuration

IMAC (Install, Moves and Changes) support

LAN’s/WAN’s/VPN’s

Active directory

Soft Skills:

Excellent communication skills – ability to deal with clients over the telephone and in person,

Proven ability to set and shift priorities to meet a variety of timelines,

Think logically and analyze complex problems,

Work independently as well as in a team environment,

Strong leadership ability,

The ability to work efficiently under pressure.

PROFESSIONAL EXPERIENCE

Talisman Energy Inc (a Repsol Company), Calgary, Alberta, March 2014 – October 2015

IT Deskside Analyst/Service Desk Analyst/IT Store Clerk (Customer Care Centre)

Organized several key areas of the Service Desk operating procedures.

While on the Service Desk trained new hires.

Oversaw inventory management and salvage disposal in the IT Store.

Directed Service Desk agents when they needed clarity to a situation.

Trained with PBX system.

Mobile device support.(ioS, Android and Blackberry)

Launched the corporate image on laptops and desktops.

Trained in using Service Now.

Fortis Alberta, Calgary, Alberta, October 2013 - March 2014 (Contract)

IT Services Analyst, - Service Desk

Implemented technical support for software and hardware issues.

Logged tickets using Remedy.

Knowledge of Exchange Server.

Established strong customer service with clients.

Trained in using ticketing system Remedy.

Worley Parsons, Calgary, Alberta, March 2013- August 2013 (Contract)

Service Desk Analyst – Serviced Desk

Managed tickets within service level objective.

Established a reputation for getting results.

Generated a strong customer relations with clients.

Knowledge of Exchange Server.

Trained in using Service Now for reporting issues.

Devon Energy, Calgary, Alberta February 2012- November 2012 (Contract)

IT Services Associate, - Service Desk

Accomplished in configuring the Cisco IP Desk phones, Blackberry, iPhone, Android phones and air cards.

Trained in assigning RSA SecureID tokens.

Mobile device support.

Knowledge of Exchange Server.

Generated strong customer relations with clients.

Suncor Energy, Calgary, Alberta January 2011-Feburary 2012

Senior Systems Analyst – Helpdesk

Trained new hires coming on board to the service desk.

Established a reputation for finding solutions to client’s problems.

Created and disabled RSA token profiles.

Managed my tickets queues within service level goals.

Provided classroom training sessions for end users on various applications.

Provided excellent customer service which created a strong customer service.

IBM Canada, Calgary, Alberta October 2007-April 2010

Customer Service and Technical Support

Provided after hours support for AHS systems.

Trained new hires the systems and processes we supported.

Established strong customer service practices.

Provided after hours support for AHS locations

Shaw Communications, Calgary, Alberta April 2002- September 2003

Customer Service and Technical Support.

Trained in evaluating issues regarding satellite errors.

Identified what programming options and promotions met the client’s needs.

Scheduled technicians for the satellite installations and repairs.

Solved conflicts with clients which resulted in them keeping their accounts active.

EDUCATION

Academy of Learning, Calgary, AB, 2003-2004

Diploma: Microcomputer Business Applications

Trends College, Kelowna, BC, 1995-1996

Diploma: Business Marketing and Sales

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