Kevin Medina

(C) 416-***-****

adddsy@r.postjobfree.com

PROFESSIONAL OBJECTIVE

To obtain an IT Support role that will fully utilize my experience and educational background. I have a proven ability to translate business needs into technology requirements that will support business objectives. I am experienced in IT system analyst, development, and maintenance. I am a dependable and hardworking individual with over 12 years of experience of Information and Technology. I possess strong analytical thinking, communication skills and time management abilities. I am strongly proficient and trained with many IT programs and platforms.

PROFESSIONAL EXPERIENCE

IPG-Mediabrands Canada

January 2016 – September 2019

Help Desk Manager

• Oversee daily Help Desk team activities including interaction handling and incident escalations and manage the processing of incoming incident tickets and electronic media from the Service Desk to ensure courteous, timely and effective resolution of customer inquiries/issues.

• Ensure metrics, SLAs, and KPIs of the Help Desk team are being met and perform staff scheduling to ensure DSS coverage during normal business hours and on-call support, and provides backup support when necessary.

• Develop and provide weekly, monthly, quarterly, and annual reports on Help Desk SLAs/KPIs and productivity to management and customers and meet with internal technology teams regularly, to communicate and provide briefings on changes or deployments.

• Identify trends in incidents reported to Help Desk from teams and coordinate problem management activities to drive process improvements and/or permanent resolution for the underlying cause of those trends and prevent further reoccurrence of those calls/incidents and provide strong escalation leadership, to fully partner with contributing teams.

• Meet with business customers for regular service desk performance review meetings and check-ins along with meeting with internal IT support teams and management regarding Help Desk ticket trending, problem management, and other ongoing initiatives.

• Engage with vendors as a representative of the Help Desk team for ongoing initiatives. Coordinate Help Desk interaction handling due to projects as needed and coordinate requirement gathering for projects from stakeholders.

Ensure that equipment (hardware/software) is operating within required lifecycle and regular services are executed to ensure continued proper operation.

• Coordinates and ensured asset and equipment

inventory database is up to date.

• Participates in the onboarding, terminations and transfer process and approves team resource requests.

• Tracks expenses, applies defined policies and procedures Performs IT management duties to align with ITIL best practices and the project scope.

IPG-McCann Canada

January 2014 – December 2016

PC\Mac Specialist and Telephone Administrator

• Imaged, setup and deployed HP and Mac laptop, iMac’s, printers, blackberry and iPhone for remote and mobile user’s

• Train New Hires on Mac and HP laptop systems Installed manual software for user.

• Responded to Remedy Service tickets in a timely matter to meet sla’s

• Responsible for daily backups

• Assigned projects to complete by a deadline

• Familiar with Avaya Site Administrator

• Responsible for voice over IP phone setup for all McCann location across Canada

• Support AVI conference rooms

• Responsible for WebEx, Intercall and BT Conferencing setups for users.

IPG-FCB Canada

November 2013 – December 2014

Technology Support Specialist

• Imaged, setup and deployed HP and Mac laptop, iMac’s, printers, blackberry and iPhone for remote and mobile user’s

• Train New Hires on Mac and HP laptop systems Installed manual software for user.

• Responded to Remedy Service tickets in a timely matter to meet sla’s

• Responsible for daily backups

• Assigned projects to complete by a deadline

• Responsible for voice over ip phone setup

• Support AVI conference rooms

• Familiar with Remote desktop for Mac and Landesk for PC CyberCSI Canada – Roche Canada Client

February 2011 – February 2013

Sr. Technical Services Analyst

• Imaged, setup and deployed HP and Mac laptop, printers, blackberry and iPhone for remote and mobile user’s

• Train New Hires on Mac and HP laptop systems Installed manual software for user like Siebel, Sap, and Hummingbird etc.

• Responded to HP Service Manager tickets

• Responsible for voice over ip phone setup

• Support board and videoconference rooms

• Troubleshooting and monitoring of Xerox and HP printer’s

• Remote into system to troubleshoot issue for user

• Backup and Restore user data when needed

• Team Lead for deployment of new desktop system

Siemens Canada – Roche Canada Client

June 2008 – February 2011

IT Informatics Support Analyst

• Imaged, setup and deployed HP laptop, desktops, printers, blackberry and iPhones for remote and mobile users

• Installed manual software for user like Siebel, Sap, Hummingbird and Cisco IP communicator

• Responded to HP Service Desk tickets

• Maintained the configuration management database (CMDB)

• Added user to active directory and reset of password

• Responsible for voice over IP phone setup

• Supported video conference rooms

• Troubleshooting of various main internal infrastructure office Tools.

EDUCATION

York University

Program: General Arts & Science

DeVry Institute of Technology

Diploma in Computer Information Systems

TECHNICAL SKILLS & EXPERTISE

• A+ Certification

• Apple Certified Associate Mac Integration 10.8

• Apple Product Professional

• HP2-H08 Desktop, Workbook and Notebook Certified

• Certification in multiple Xerox printers

• Proficient with all Windows, Microsoft Office and Google Suite Programs

• IITL v3 certified

• IT Change Management methodologies

• Coaching Others For success Training

• Flexing Your leadership Style Training

• Helping Employees Grow Training

• Interview Skills Training

• Delivering Actionable Feedback Training

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