IT Analyst Support

Mark M Wood

Cell: 416-***-**** Email: ***********@*****.***

IT Analyst

Professional Profile

10+ years of experience in the IT Technical Support working with both hardware and software effectively providing seamless solutions within Health care & Pharmaceutical Business sectors.

Provided in-depth SME (Subject Matter Expertise) to GlaxoSmithKline (GSK) Canada IT Help Desk processes which reduced the number of abandoned Help Desk tickets in Canada to 0.

Managed mutually rewarding relationship with customers to establish long term relationships which improved customer satisfaction and contributed to 100% to compliance with IT requirements.

Quick learner with the ability to explain complex technical concepts and products to both technical and non-technical audiences which decreased the number of IT issues reported to Help Desk.

Solid energetic communication and interpersonal skills resulting in clarifying 100% of the IT processes required to be performed.

Able to leverage internal resources and online knowledge bases as required which improved considerably the resolution time to quickly and effectively resolve any technical issues.

Work well in a team environment, take ownership of technical issues and works independently with minimal supervision that ensured that all IT requirements and support were met completely.

Strong troubleshooting and analytical quick problem solver – perform QA, able to train end users while adhering to all IT processes which ensured expedited IT resolutions.

skills and abilities

IT ANALYST

Provided SME (Subject Matter Expertise) to GSK IT Help Desk processes committed to ensure all GSK Canada Customer base is provided 100% support from Global IT Help Desk and local IT Support agencies.

Maintenance of LAN and computer work stations.

Maintained Multitrans(multilingual translation)software on a Windows server at GSK Canada. Installed and updated software applications to accomplish a 100% compliance for Linguistic Department.

Interpret, analyzed and structured information flow from internal technical sources and advised on effects to end user’s impacting the Help Centre.

Provided project management for upgrades and migrations for new hardware, software or business processes, including executing functional test plans, creating end user documentation resulting in a successful 100% conversion to new technology with minimal interference to Customer

Proofed software development test documentation to ensure all quality assurance (QA) testing is performed efficiently (Development, Validation and UAT-User Acceptance Testing).

Proactively consulted with department heads to ensure all Business IT requirements are executed.

Conducted meetings with Global IT and Global Business to plan change control for departments in Canada.

Effectively provide technical problem solving solutions for computer networking issues

SUPPORT HELP DESK 3RD LEVEL

Provided on-site 3rd level support of all technical issues for 1600+ users on Windows XP/NT operating systems, MS Office suite, Exchange, Schedule, Outlook, network problems, and all standard core applications software which resulted in effective timely resolutions to reach over 95% of customer resolution time and satisfaction.

Prioritized technical issues for Hardware and Software problem resolution that were unable to be resolved by Front line or 2nd level Help Desk agents which exceeded Global GSK IT standards of resolution times.

Active Directory administration - Created new employees network logon accounts. Created email and all file share directory services including group permissions.

COMMUNICATION

Ran Crystal Report on our Remedy reporting database to measure Customer issues and analyzed areas for improvement. This allowed us to focus to identify and proactively work on resolving the top 10 issues to reduce IT Help Desk tickets by 25%

Proactive in providing problem solving documentation including processes to create a knowledge base for support and End User training which reduced the number of Help desk calls to resolve issues by providing a Self Help Web service

LEADERSHIP

Provided technical SME (subject matter expertise) and training for Level II Help Centre Agents which greatly improved resolution time.

Performed as an IT Help Centre team lead to 5 Level 2 and 1 Level 3 Help Desk agents to ensure that all IT Help Desk processes were followed to ensure 100% complete customer satisfaction.

Provided complete Anti-Virus deployment through GSK Canada. Experienced Melisa virus in 1999 and lead swat team to research which computer located in Canada received the virus. We identified and were able to isolate that system. File shares were restored by the Server IT group with confidence we isolated the issue.

WORK EXPERIENCE

IT CONTRACTOR/CONSULTANT OMICRON SERVICES GROUP INC. 2010 TO PRESENT

Provided professional services in IT Business Support plus IT consulting services to small company’s infrastructure.

BUSINESS IT ANALYST (CONTRACT) RADEON TECHNOLOGIES NOVEMBER 2014 TO APRIL 2015

Studied and certified for Aloha POS software product. Identified gaps in their hierarchal modeling process of POS data resulting in 100% successful rollout to 17 nationwide franchises.

BUSINESS IT ANALYST (CONTRACT) GLAXOSMITHKLINE CANADA (GSK) 2011 TO 2014

Accomplished IT Business analyst multitasking for information technology for Regulatory Affairs, Legal and Communications (Linguistics) and Medical Affairs / Med info at GSK Mississauga location.

IT MARKET CUSTOMER ADVOCACY GLAXOSMITHKLINE CANADA (GSK) 2009 TO 2010

Provided in-depth SME (Subject Matter Expertise) to GSK IT Help Desk global processes

IT HELP CENTRE AGENT LEVEL 3 GLAXOSMITHKLINE CANADA (GSK) 1998 TO 2009

Resolved technical issues for Hardware and Software that were unable to be resolved by Front line or 2nd level Help Desk agents.

EDUCATION

ASSOCIATE DEGREE DEVRY INSTITUTE OF TECHNOLOGY

Electronics Engineering Technologist

PROFESSIONAL DEVELOPMENT

Certificate in Information Systems Project Management, June 2009

SPM Group Ltd., Mississauga, ON

ITIL Service Management Essentials, December 2006

Pink Elephant, Loyalist College Certification Services.

ITIL Foundations V3, June 2008

Pink Elephant, Loyalist College Certification Services.

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