COLLIN

LUNGO

ad43tb@r.postjobfree.com

613-***-****

Ottawa, Ontario K2B7Z9

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SKILLS

Microsoft 365

MS Teams

MS Exchange

MS SharePoint

MS Office

Access

PowerPoint

WordPerfect

Antivirus

Norton Utilities

MS Explorer

Microsoft server 2008

PC Support

Laptops Support

Mac

MacBook

Mac Mini

Office Equipment

MS Terminal server

Router

Peripheral

Switches

Hubs

Performance Optimization

Continuous Process Improvement

Training & Development

Information Technology

Stakeholder Relationships

Human Resources Operations

Employee Engagement

People Management

Strategic Leadership

Diversity, Equity, & Inclusion

Project Coordination

Time Management

Problem-Solving

Customer Service

Workload Management

Team Leadership

Risk Analysis and Management

Customer Management

Quality Assurance

Training and Development

Research

Project Lifecycle

Technical Support

Hardware and software installation

EDUCATION

Carleton University

Ottawa, ON • 06/2003

Mechanical Engineering Degree

CERTIFICATIONS

CompTIA A+

ITIL Foundation Certification

PROFESSIONAL SUMMARY

Client-centric Leader in Technical Support Services with 15+ years of experience in providing technical expertise regarding calls or requests to the IT Service Desk for support and resolution of issues and problems encountered with technologies. Deliver telephone and email support and guidance, as well as on-line distance troubleshooting, diagnosis of problems, and the application of corrective measures.

WORK HISTORY

Huawei Technologies Canada Co - IT Engineer Support, Quality & Control Department

Ottawa, Ontario • 06/2015 - Current

Provide independent support of computer hardware, PC builds, software, and peripherals, managing technology obsolescence for mining clients and 2nd level support to Help Desk for PC and laptop issues

Support 600+ data and communication networks, including wiring and related software/hardware upgrades, modifications, replacements and troubleshooting with corporate IT

Develop guidelines and provide effective planning, communication, training for mining personnel, delegating responsibilities to team members, and providing status to 30+ supervisors and clients

Assist in onboarding 250+ new staff members by providing appropriate IT equipment and software as per project requirements

Assign and prep remote systems for use (systems logged in IT asset tracker), review for accuracy

Conduct account password resets or account unlocks via Local AD or Azure AD (Active Directory)

Optimistic, pro-active, team player streamlining regional and office network implementation and maintenance to ensure compliance.

Huawei Technologies Canada Co - Project Coordinator

Ottawa, Ontario • 03/2018 - 10/2021

Led multiple IT projects from initiation to closure, adhering to project scope, schedule, and budget constraints

Defined project objectives, milestones, and deliverables, ensuring alignment with organizational goals

Identified project risks and developed mitigation strategies to minimize potential impacts

Facilitated regular meetings with stakeholders to provide project updates and address concerns

Managed project documentation, including project plans, status reports, and change requests

Collaborated with vendors and suppliers to procure necessary resources and services for project implementation.

Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.

Assisted with onboarding newly hired staff members and coached on task prioritization.

We tracked hours and expenses to keep the project on task and within budgetary parameters.

Kept projects on schedule by managing deadlines and adjusting workflows.

Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.

Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions that could potentially be incorporated into existing/new projects being undertaken by the company.

Health Canada - System Administrator

Ottawa, Ontario • 11/2014 - 06/2015

Partnered with 15+ team leads to streamlining the deployment process for Health Canada employees

Configured, supported, and performed routine maintenance of hardware and software for desktops

Prepared and imaged baseline software, added the computer to the Health Canada domain server and activated license; built and deployed computers, laptops, and docking stations

Worked with client and the computer service technician to analyze customer issues, study existing requirements, gather information and data, complete installation, and perform tests

Troubleshoot 800+ computer and printer problems provided LAN/VPN support, and managed records of 900+ client inquiries, from initial call to incident resolution.

Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.

Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.

Managed onboarding and offboarding of employees.

Department of National Defense - Service Desk Analyst

Ottawa, Ontario • 09/2014 - 11/2014

Offered telephone support for all clients and users, changed and setup user accounts and passwords

Monitored store activities including program stats and inventory

Executed phone support to on-site and off-site customers (average 200 help desk calls and emails daily) as a team of 5 analysts

Propelled success using an assist ticketing system and Remedy ticketing system for 3 months

Supported password reset in SAP, AS 400, and network access (using Lighthouse- Identity Manager)

Supported users in Windows XP operating systems and Windows 7 operating systems.

Reduced ticket resolution times with thorough troubleshooting and effective communication skills.

Assisted in training new team members on service desk procedures, tools, and best practices.

City Ottawa, Nova Network - Service Desk Analyst

Ottawa, Ontario • 01/2014 - 09/2014

Located client and computer or laptop, then installing and maintaining the Windows 7 upgrade

Worked in a team environment to maintain and monitor Windows 7 by installing and maintaining software like MS Office 2007, 2010, Bentley, and AutoCAD to improve system performance

Scanned and backed up the client account for critical, sitting, and important files to provide timely and reliable system administration

OS and Software Imaging and Installation, installing required software and launching once to ensure software opened without error

Ensured other peripherals such as scanners or dual monitors (upgrades) were installed and configured, and monitored for user issues; maintained the hardware by providing user assistance when required.

Patched software and installed new versions to eliminate security problems and protect data.

Configured hardware, devices, and software to set up workstations for employees.

Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.

Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.

LANGUAGES

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