Help Desk Customer Service

WILLIE SIU

** ********** *** *** – *

Toronto, ON – M6B 2N6 Tel: 416-***-****

Email: **********@*****.***

Linkedin.ca/williesiu

PROFESSIONAL EXPERIENCE

SOCAN

Technical Assistant

Aug 13 – Mar 15

Toronto, ON

Part of the Help Desk at SOCAN. Responsible for technical support for SOCAN employees via telephone, email, and desk visits

In charge of IMAC (Install, Move, Add, and Change) tasks:

creation of new users (AD), or decommission of user that left the company.

Replacement and maintenance of equipment such as laptops, desktops, Cisco video- phones, Blackberries and Android phones. Performed tasks to troubleshoot and re-assign network equipment such as Cisco Switches.

Part of the VDI migration team:

Part of the Virtual Desktop (VMWare) implementation project.

Preparation and migration of users from desktops to VDI machines.

Promotion of new Master Images for the different VDI pools.

Worked with LANDesk implementation:

supporting the set up of Incident Management and ITSM with LANDesk.

Prepared documentation for Incident Management Module.

EGB Enbridge Gas Distribution

Incident Management Analyst

Feb 11 – Jan 13

Toronto, ON

Incident and Problem Management Analyst responsible for handling Technical Service Disruptions and providing root cause analysis at local and Enterprise level

Responsible for Incident escalations:

Worked closely with the Help Desk and/or Application department to categorize high or critical priority incidents.

Responsible for email notifications for service failures and even broadcast communication for the Help Desk line.

When necessary engage subject matter experts to find and implement solution to Critical Incidents and/or Problems

Responsible for preparing and analyzing statistics and scorecards metrics (KPI) – Analyzed trends, root cause analysis, and solution methods for implementations.

Extracted raw data from Remedy to be analyze and process on MS Excel 2010. Used pivot tables and charts to analyze and present data.

Reviewed transition for new applications or processes. Met with application/service owner to review the implementation of the new application/service into production.

Provided technical expertise for creation and continuous improvement of knowledge repositories to educate new hires within the boarding process – Review and updated content of on boarding website and SharePoint team sites.

Participate at weekly CAB meeting and bi-weekly Enterprise Incident Management meetings

Participate with the BMC Remedy migration from version 5.6 to 7.5. Supported the migration team with documentation, and preparation for training of BMC Remedy users.

EGB Enbridge Gas Distribution

Technical Assistant

Mar 10 – Feb 11

Toronto, ON

Part of the Help Desk at Enbridge, assisting internal and external users such as VPC dispatch, Gazifere users, LakeSide users, third parties such as TCS and EnVision.

In charge of keeping the team statistics and maintaining the knowledge database (Right Answers, SharePoint). Automated the importing of data to be analyze with an Excel macro.

Responsible for maintain Service Desk team site on SharePoint, and provided assistance to other SharePoint users.

Provided first level assistance for applications such as SAP, STORMS, MS Office, Outlook, Remedy, etc.

IBM

Technical Assistant

Jan 06 – Feb 10

Toronto, ON

Part of bilingual (English/Spanish) help desk team that assists worldwide customer, providing first level solution for several applications such as: SAP, Active Directory, Remote Connectivity, etc. Assists 4 (four) different accounts assessing clients, other Help Desk and Critical Management issues. Responsible to monitor automated tasks.

Use of BMC Remedy as ticketing tool as well as extracting information.

TELUS Mobility

Project Manager

Dec 04 - Jun 05

Scarborough, ON

Supervised the implementation of Internet access restriction, coordinated the fulfillment for corporative client

Managed distribution list for corporate help desk support, and kept monthly statistic of department performance

ENITEL (Empresa Nicaragüense de Telecomunicaciones)

Internet/Data Analyst

May 02 - Sep 03

Managua, Nicaragua

Managed budget of $3M dedicated to projects; ISP equipment upgrade, Prepaid Telephonic System, and Data Transmission.

Worked on Prepaid Card project from beginning to implementation. Ranked proposed solutions by price, adaptability, and projection to future in order present it to executives. Complete the procurement and supervised the implementation. Worked alone with Marketing to plan distribution of product.

Developed new products and concepts for data and voice network, teamed up with Marketing and O & M Departments for project evaluation and proposal writing (RFP's, RFI's, Quotes).

Internship and Consulting

Feb 04 Apr 04

Mississauga, ON, Canada

Wesbell Group of Companies

Data entry, RFI/RFQ preparations

Mar 02 Apr 02

Managua, Nicaragua

GTZ (German Technology Cooperation in Nicaragua)

Software evaluation and tuning

EDUCATION

MSc in Information Technology

Rochester Institute of Technology, Rochester, NY, USA

1998

Fulbright Scholarship Grantee

BSc in Electrical Engineering

Universidad Nacional de Ingenieria, Managua, Nicaragua

1994

Languages:

Fluent in Spanish and English. Proficient in Portuguese

ITIL v3 Certificate

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