Experience Summary

Highly skilled with a strong client focus.

Creative problem solver who multitasks to manage multiple priorities and ensure all time lines was met.

Able to work with cross functional teams to achieve common goals.

Process focused, with a passion for continuous improvement and accurate documentation.

Excellent interpersonal skills and an excellent track record of accomplishments in providing quality support services.

Education and Certificates

Bachelor of Arts

A+ Certification

ITIL Foundation Certificate V3, Skills Soft Technologies

Certified in LEAN SIX Sigma Level 1, Bell Canada

Cisco Certified Network Associate (CCNA), Cisco Systems Inc

Microsoft Certified Systems Engineer (MCSE), Microsoft Corporation

Micro Computer Business Applications, Ryerson University

Technology Proficiency

Ticketing System: Remedy / Service Now/ HP Service Management/JIRA

Applications: MS Office Suites: /Office 365/ Outlook/ Exchange

ITIL: Incident, Problem, Service Ticket Management/Inventory- asset management

Technical Skills: Windows Servers/Clients/Mobile devices/Audio Video Equipment’s/Printers/

Work Experience

IT CHANGE ANALYST-Change Management: Sun Life Financials Toronto: Oct.2018 to Oct.2019

Review Change Requests & Analyze impact and outage risk and assessed enterprise change implementation plan for completeness approve all change for all data center for applications and infrastructure including Security patches, Hot Fixes, Active Directory and ensuring Change Management best practices are followed.

Ensure compliance with established standards, policies, and configuration guidelines.

Update ITSM Tools Service Now/JIRA with all change tickets.

Maintain documentation for all IT Change Management Approval and Gating processes.

IT Analyst: Legislative Assembly of Ontario: April 2018 -July 2018

Providing support to end users on a variety of technical issues.

Identifying, researching, and resolving technical problems.

Responding to telephone calls, email and personnel requests for technical support.

Tracking and monitoring the problem to ensure a timely resolution.

User account set up and providing rights and access in Active Directory

Printers and Monitors Set up.

Asset Inventory Management

Support basic networking including troubleshooting DNS / DHCP issues;

Support basic network router/firewall configurations, patching and cabling systems

Adhere to standard operating procedures and uphold high customer service standards

IT Analyst: Reconnect Community Health Services-Toronto: Nov. 2017 to Feb.2018

Provide support to users requiring assistance with information technology issues, including requests and issues via telephone, email and in person

Timely acknowledgement of request and issues, information gathering activities and logging requests.

Ensuring timely acknowledgement and remediation activities, executing follow-up and escalations as per company policies.

Ensure compliance with internal controls and policies

Setup computer hardware using system imaging software with predefined images and standards

Respond to requests for assistance at user workstation as well as providing phone and remote desktop support to remote offices/users

Troubleshoot PC hardware, LAN/Network and software issues, providing accurate, timely and creative solutions, and escalating more complex issues to extended team

Replace defective hardware.

Install/configure desktop software as per request

Complete assigned tasks, ensuring delivery of services in accordance with established objectives and SLAs

Maintain accurate asset inventory

Complete logs and update assigned tickets in an accurate and timely manner: IT Table

. CIBC Toronto ON Canada June 2016 – June. 2017

IT Change Management ANALYST: IT Enterprise Change Management (Contract):

Analyzing and approving Change request for Retail and Wealth Management Technologies complying with CIBC Enterprising Change Management Process-guidelines for applications and infrastructure issues including Patching of servers of end points.

Follow up with Change Requesters, Owners, Senior Project Managers and directors, senior directors for ensuring change management internal processes are strictly adhered to within stipulated time line, strict Compliance with approved process and guidelines in regards to Impact/Cross impact, risk and outage and change windows.

Use Service NOW to update tickets for Change Request

Shoppers Drug Mart Sept 2015 - March 2016

IT Analyst, (Contract)

Installation, maintenance and administration of Windows clients Windows 7/8/ Access/rights managements, creating email account for outlook account in exchange server.

Provide technical support to clients over the telephone/desk side /through emails for applications hardware network issues, printers, mobile devices

Identify and escalate priority issues per client specifications; resolve these issues and escalate if needed.

Advise through email or on the telephone advice to clients regarding problems they may have;

Inventory – Asset Management

Used REMEDY to track and update all the service request, incident & Problem/Change issues

Used Share Point for updating documentation and communication

Coca-Cola Refreshments INC: Jan 2015 - Aug 2015

IT Analyst (Contract)

Accountable for support of technology service and incident management, reported via phone, ticketing system, or in-person OR EMAIL.

Prioritizes and categorizes assigned incidents and requests based on service levels.

Escalates incidents or service requests, of a complex nature requiring working with extended teams/service providers and oversee the transition of time sensitive issues requiring multiple support by IT colleagues/vendors.

Used SCCM for software distribution tools;

Support basic networking including troubleshooting DNS / DHCP issues;

Support basic network router/firewall configurations, patching and cabling systems.

Record all service tickets in SERVICE NOW

AFFINNITTI BUSINESS SOLUTIONS:

IT Analyst Feb.2012 - Dec 2014

Provide support to users requiring assistance with information technology issues, including requests and issues via telephone, email and in person

Timely acknowledgement of request and issues, information gathering activities and logging requests.

Ensuring timely acknowledgement and remediation activities, executing follow-up and escalations as per company policies.

Ensure compliance with internal controls and policies

Setup computer hardware using system imaging software with predefined images and standards

Respond to requests for assistance at user workstation as well as providing phone and remote desktop support to remote offices/users

Troubleshoot PC hardware, LAN/Network and software issues, providing accurate, timely and creative solutions, and escalating more complex issues to extended team

Replace defective hardware.

Install/configure desktop software as per request

Complete assigned tasks, ensuring delivery of services in accordance with established objectives and SLAs

Maintain accurate asset inventory

Complete logs and update assigned tickets in an accurate and timely manner: HEAT/REMEDY/Service Now: REMEDY

BELL CANADA

IT ANALYST: Jan 2010 - Jan. 2012

Installation, maintenance and administration of Windows Infrastructure: ClientsXP /7/Servers2003/2008/ Active Directory/Print Services/ resolving network Issues.

Provisioning and administration of user access and password changes of user accounts

Provide technical support to clients over the telephone, in person or online experiencing difficulties;

Gather information and determine if problem arises from software or hardware and document problems being experienced by clients;

Analyze the nature of the problems and resolve those issues in a timely manner within SLA.

Document all calls in sufficient detail to allow for customer follow-up and issue resolution: REMEDY

Identify and re-direct problems requiring assistance by extended technical team.

Monitor the progress of such problems and notifies all affected users of the solution/progress and update the ticketing management system.

Inventory – Asset Management

Provide technical guidance and instructions over the telephone to end-users on a broad range of computer applications and hardware.

Contact this candidate