Support Desktop
Resume:
P A T P R A T Y A Y
CALGARY, AB, T3P 0P2
aczvtr@r.postjobfree.com
TARGET: Desktop Support Analyst
Service oriented IT professional with demonstrated success in technical support, systems analysis, deployment and maintenance. Willing and able to learn new systems and adapt with changing corporate environments. Core competencies include:
Over five years of experience in technical and application support via remote desktop, phone, email and in person
Outstanding analytical, communication, presentation and interpersonal skills
Teamwork, leadership, project management
Accustomed to work under pressure in a fast paced environment
Quick and keen learner
Advanced command of Microsoft Windows environments, Adobe Creative Suite, Office Suite, ServiceNow
Experience of HTML, Java and C++ programming
Knowledge of Sharepoint, Windows Server, Linux, Active Directory, Database services
Field work experience
CAREER HIGHLIGHTS
Troubleshooting and Customer Service
Handled clients effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Gained recognition for dedication and excellence in client support by being bestowed ‘Employee of the month’ award on four occasions at different previous jobs.
Operational Management
Installed, tested and troubleshot a network of 26 workstations.
Introduced online chat support, increasing efficiency and reducing help desk call volume by 35%.
Training and Documentation
Developed training modules and trained new hires, reducing ‘On Job Training’ period from 2 weeks to 12 days.
Wrote and edited documents to keep staff informed on policies and procedures.
RELEVANT PROFESSIONAL EXPERIENCE
Cenovus Service Desk Analyst II
Metafore/Compugen Inc. – Calgary, AB 2013 – Till Date
Worked as an analyst, providing IT support to both Calgary based Cenovus employees and field contractors, logged tickets using ServiceNow platform, followed up on resolution progress, initiated escalations as appropriate and took responsibility for problems being resolved to the clients’ satisfaction.
Collaborated with application stewards to author process documentation of several critical business applications including JDE, Wellview and Active Roles for internal knowledgebase.
Troubleshot and resolved LAN/Wi-Fi and web application issues with a 100% success rate.
Provisioned and maintained user accounts using active directory.
MWD Field Supervisor
Weatherford Drilling Services – Nisku, AB 2012 - 2013
Monitored MWD tools and provided quality survey data to clients, completing 25 oil-well drilling projects.
Ensured MWD tools and surface equipment productivity, troubleshooting when needed.
Maintained survey database, provided logging data for the client, prepared gamma graphs.
IT Consultant
Gift IT Solution – Toronto, ON
2010 to 2011
Served as IT expert, providing technical direction and support for entire organization.
Developed charts and diagrams to ensure production team compliance with client deadlines.
Prepared and maintained reports and statistical records using database/spreadsheet applications.
Collaborated with graphics design, web development, programming and pre-press teams to ensure smooth work flow and efficient organization operations, resulting in 18% increase in client satisfaction according to 2010 annual company survey and 45% increase in return business.
HTC Tech Support Representative (Tier 3)
SiTel – Toronto, ON
2007 to 2008
Ensured customer satisfaction by providing online support, taking escalated calls from tier 2 tech support routed through Avaya. Took sup-calls and replied to HTC customers’ enquiry/feature request e-mails.
Solved hardware/software related issues for PDA's running windows mobile 5/6/6.1, analyzed trouble tickets, researched and resolved diverse problems.
T-Mobile PDA/Blackberry Support Rep (Tier 2)
Client Logic – Toronto, ON
2006 to 2007
Assisted individual and corporate clients with various network services and hardware related problems. Issued trouble tickets and filed device exchange forms.
Created test environments by installing Windows Mobile and BlackBerry emulators on 35 XP workstations, which proved invaluable to troubleshooting, decreasing ACT (average call time) by 12% for tier 2 support team.
Authored many troubleshooting articles for 'Primus’ knowledgebase and got the recognition from peers when several of those articles got voted most helpful, raising Primus usage by 23% in 2007.
Help-Desk Technician
St. Cloud State University – Saint Cloud, MN
2000 to 2002
Provided support for VPN, PCs, PDAs, network resource access, MS Office, Windows, Adobe suite.
Performed network cable installation, maintained and troubleshot printers, copiers, scanners, routers and windows 2000 workstations located in various facilities at the university.
EDUCATION & TRAINING
IBCS Primax, 2005
Microsoft Office Specialist Certification
Ryerson University, 2003-2007
B.Sc. Computer Science (incomplete)
CLASS 5 AB DRIVER’S LICENSE EXCELLENT WORK REFERENCES
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