Service Desk Analyst
Resume:
Neif Silva
403-***-**** - *********@*****.***
Highlights
Proficient working experience as Tier 1 and Tier 2 within a call center for a demanding and time-critical professional service environment, supporting 2000+ global customers, including high-profile/VIP customers
Superior interpersonal, teamwork and collaborative skills with an excellent command of English language (verbal and written communication) with emphasis on customer service and conflict resolution within a global workforce
Background in desktop support and LAN communications in a Microsoft Active Directory environment.
Experienced working with Office 365 and mobile technology (Tablets and Smart Phones) both Android and IOS
Help Desk and Customer Service Skills
Previous working experience in the Legal Industry
High Level of Incident resolution,
Planning and Coordinating Skills,
Expert level of MS Excel,
Adept at preparing ad hoc monthly reports,
Continuous Process Improvement Enthusiast,
Knowledge of Data Management Systems,
Capacity to maintain confidentiality.
Related Education
Computer Science Certificate, MRU – Mount Royal University, Calgary, Alberta
B.Sc. in Computer Science, URU – University Rafael Urdaneta, Maracaibo, Venezuela
Applied Project Management, SAIT – Southern Alberta Institute of Technology, Calgary, Alberta
Related Experience
February 2016 – current (Contract)
Senior IT Analyst / Consultant
Ibero-American Community Marriage Encounter of Calgary, Calgary, Alberta
(Non-Profit Organization; 50 – 100 employees; non-profit industry)
Acting as the first point of contact for all IT queries (PC hardware, printer, software license and application queries) in person, email or by telephone
Acting as a Process Improvement Analyst, recommending appropriate changes to business process and workflows, training materials, templates, corporate guidelines, course user manuals and presentations
Managing and providing expertise on an IT project (Master CRM Database) and other initiatives.
Advising and instructing the Board of Governors and the council members on the design and development of automated solutions and emerging technologies for current manual tracking and reporting processes
Streamlining the activities of two major yearly retreats (up to 100 attendees) using Excel pivot tables, macros, and VB scripts for scheduling tasks for efficient event plans; reducing the ETA by 15% in both events.
Technology used: Windows 8/10, Office 365, MS Office Suite 2013/2016, MS Project, MS Visio, SQL.
July 2014- January 2016 (Permanent Full time)
IT Service Desk Coordinator
Norton Rose Fulbright Canada, LLP - Calgary, Alberta
Supervised and worked along with a team of 5 Service Desk team members (Tier I/II) providing technical support (in person, electronically and via phone) to 2000+ global users with Service Now ticketing system
Deployed, configured and installed computer hardware and software in Windows 7/8 operating systems
Logged and updated all queries within the ticket logging system (Service Now), in line with set procedures
Proactively identified process improvement opportunities to support continuous improvement initiatives
Built or rebuilt, and installed laptops and PCs as required for assigned customers
Worked with the IT leadership team to develop delivery strategies for ongoing maintenance of key IT systems
Delivered periodic reporting to the regional CIO, all key business sponsors and technical stakeholders on quality of service delivery and projects execution
Managed the recruitment, appraisal, billing, vacation, and resource allocation for the IT Service Desk Team
Maintained both operational performance and progress of ongoing development, playing a leading role in
problem resolution, while improving internal communication between the practice and IT team
Identified IT coaching and training needs, referring needs accordingly to the IT Training Team
Accomplishments:
Acted as the Regional Champion for Remote Working (Citrix, VPN, LogMeIn, TeamViewer). Developed 20+ knowledge base articles to engage in formal and informal knowledge transfer
Prepared and delivered training workshops for the IT Service Desk Team to effectively promote ITIL Best Practices and improve workflow associated with handling, classification, and routing of incidents
Enhanced service delivery by 30% and increased the first contact incident resolution from 53% to 85%
Saved over $20k in costs by enabling RDP for after hours remote working for the Calgary Litigation Group
Reduced call volume by fostering the implementation of the Incident Self Service module in Service-Now, improving End-User satisfaction by 15% in the first year
Technology used: Service Now, ITIL, MS Exchange, Windows 7/8, MS Office Suite 2010/2013/2016, MacPac, 1.1 numbering tool, MS Excel pivot tables and macros, MS Project, MS Visio, MS Lync, Cornerstone LMS, Citrix, MobileIron, Check Point VPN, Email management (Mimecast), Active Directory, Digital Dictation/transcription (BigHand), Document Management tools (DocXtools), DMS (Worksite, eDocs), Websense, Bitlocker Encryption software, WebEx, Polycom, PDF software (PdfDocs), RSA tokens and software tokens, Blackberry/BES, Intel and Apple computing devices, Printing solutions (desktop and MFD), File transfer solutions, SCCM (reporting, collection management, log analysis), Aderant Expert, CMS, InterAction.
February 2014 – June 2014 (Contract)
IT Analyst / Consultant
West Point Stones, Calgary, Alberta
Acted as the first point of contact for all IT queries
Provided technical support (in person, electronically and via phone) to 20+ local users
Technology used: Oracle, Crystal Reports, eLive, Absorb, Adobe Captivate, Adobe Flash, HTML, CSS.
August 2011 – December 2013 (Contract)
Technology Instructor – Instructional Designer
SAIT - Calgary, AB
January 2011 – April 2011 (Contract)
IS Project Lead
Smart Technologies - Calgary, AB
Conducted ITSM Program and Service Now implementation with a Budget of $420,000
Achieved 100% project engagement through stimulating workshops. Boosted performance and service level 15% by completing the migration of 250 production VM’s within the time, cost, and quality expected
Developed technical documentation such as business proposals, project charter, and monthly status reports; having them accessible in MS SharePoint to the project’s stakeholders
Identified, Implemented, and executed project tasks for Change Management, Communications & Training
Technology used: MS Office Suite 2010, Service Now, MS Share Point, Live Link.
September 2009 – October 2010 (Contract)
Application Support Analyst - Computer Lab Monitor
Mount Royal University - Calgary, AB
Coached students in computer lab technology and software applications in order to enhance their understanding of lab operations and reinforce academic concepts
Monitored students’ activities for the purpose of maintaining a safe environment that is conducive to learning
Troubleshoot malfunctions of hardware and/or software applications for the purpose of determining appropriate actions to maintain computer lab operational support
Technology used: MS Office Suite 2010, SQL, Oracle, Crystal Reports, HTML, CSS, SPSS
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