Desktop Support Analyst

I have been in the information technology world in various roles for most of my career. In the decade or so since my graduation with a diploma in Computer System Technology, I have held positions of increasing responsibility in a variety of industries. I am used to working across multiple functional areas and managing complex projects. I welcome opportunities to grow professionally while contributing my unique skills and knowledge to your team.

Professional Experience

Intellectual Ventures, Bellevue, WA Sep- 2021 - Present

Senior Desktop Systems Specialist/Hardware Asset Manager.

Provide thorough technical support on a Windows platform in a hybrid Microsoft environment on-site and remotely, implement technological solutions organization-wide while engaging with company stakeholders, and the lead Serr4vice Desk team to achieve high customer satisfaction and solve issues within the agreed SLA.

Develop and implement remote/hybrid IT policies and solutions to promote the recent shift of users working remotely.

Engage and facilitate onboard and offboard of users.

Install, configure, and troubleshoot desktop systems, workstations, and servers.

Administer and manage user accounts and access with cloud and on-prem Microsoft tools: System Center Configuration Manager, Active Directory, Office 365 Hybrid, Microsoft Admin Center (Azure AD, Exchange, SharePoint, Teams, Defender, etc.).

Continuously create and modify documentation for new and existing applications and processes.

Hardware Asset Manager: responsible for onboarding, assigning, maintaining, and offboarding inventory of over 500 laptops and desktops.

Hexion Inc, Edmonton, AB July 2018-Sept 2021

EUC / IT Regional Administrator.

Work with Windows 2012 Active Directory to manage large environments.

Experience creating local and global security groups and folders.

Experience with DNS/DHCP/Wins/Active Directory/Group Policies.

Experience working with MAC OS, iPhone, and Samsung activation/setup.

Grant rights and restricts access to applications.

Experience working with cloud computing.

Install and configure Windows Server 2019 and Microsoft Exchange Server 2019.

Experience working with both physical and virtual servers.

Experience troubleshooting with Backup and configuration of the Backup Exec 16 on server 2012 R2.

Provide second-level support for the upgrade Window 10.

Participate in device collection, configuration, and upgrade of client endpoint devices.

Experience with various vendor network devices, wireless controllers, and access points.

Ensure all steps for a successful upgrade of multiple computers daily.

Perform move/add/change in local office: perform asset disposal process.

Identify opportunities for improved use of existing business applications and processes.

Responsible for software licensing renewals within the Hexion business unit.

Log tickets on ITHelp to receive tickets and route them to the appropriate team.

Handled in a 24/7 on-call.

Worked with Microsoft Office 2016 and Office 365. Experience working with Microsoft Word, PowerPoint, Excel, Outlook, InfoPath, and Access.

Troubleshoot and resolve application issues escalated from end-users and the helpdesk

City of Edmonton, Edmonton, AB Feb 2018-July 2018

Contract - Technical Support Analyst - Senior. Window 10 Migration Technician.

Provide second-level support for the upgrade Window 10.

Participate in device collection, configuration, and upgrade of client endpoint devices.

Ensure all steps for a successful upgrade of multiple computers a daily Perform move/add/change in local office: perform asset disposal process.

Responsible for software licensing renewals within the City of Edmonton business unit.

Identify opportunities for improved use of existing business applications and processes.

Log tickets on Service Now to route tickets to the appropriate team.

Handled in a 24/7 on-call rotation.

Worked with Microsoft Office 2018 and Office 365. Experience working with Microsoft Word, PowerPoint, Excel, Outlook, InfoPath, and Access.

Troubleshoot and resolve application issues escalated from end-users and the helpdesk.

AECOM Edmonton, AB August 2013-June 2017

Application Support Analyst

Maintain user accounts on Primavera P7, Prism G2, GRC Paisley, Keller Scan, Win-Pak, WebEx meeting, Cleopatra, and other applications.

Prepare requirements documents, change control forms, project proposals, and other system documentation.

Identify opportunities for improved use of existing business applications and processes.

Worked with Microsoft Office 2010 and Office 365. Experience working with Microsoft Word, PowerPoint, Excel, Outlook, InfoPath, and Access.

Troubleshoot and resolve application issues escalated from end-users and the helpdesk.

Connect to remote users’ machines using Bomgar to fix issues.

Complete root cause analysis of defects and submit change requests.

Maintain user accounts and create new sites on SharePoint.

Grant access to site and SharePoint libraries.

Record new knowledge in the Confluence database.

Responsible for supporting and planning Audio/Visual in Flint buildings.

Direct contact with the vendor for escalating unresolved application issues.

Troubleshooting and repairing Office 2010 and Office 365,

Log tickets on Heat, Service Now to route tickets to the appropriate team.

Handled in a 24/7 on-call rotation.

Responsible for software licensing renewals within the Oil and Gas business unit.

Review applications regularly with the business to ensure software costs are in line with business needs.

FLINT/URS EDMONTON, AB August 2012-August 2013

Desktop Support Analyst

Responsible for installation and configuration of Windows 07; 08; and 10.

Connect to remote users’ machines using Bomgar to fix issues.

Handle inventory processes and update inventory database.

Transfer user data and applications from old computers to new computers.

Troubleshooting and repairing computer systems.

Experience using BMC Remedy and Service Now to route tickets to the appropriate team, and process workflow.

Experience working on Microsoft Exchange 2010, creating email accounts and shared mailboxes.

Experience using and supporting VPN and Citrix.

Created new user accounts using ADS.

Worked with Microsoft Office 2007 and 2010. Experience working with Microsoft Word, PowerPoint, Excel, Outlook, InfoPath, and Access.

Worked with personal wireless devices both Apple and Android.

Handled in a 24/7 on-call rotation.

Experience supporting Mobile devices, IOS and Android devices, IPad, iPhone and Tablets

Used PowerShell to export all NTFS folder permissions.

Maintain user accounts on applications.

Responsible for supporting and planning Audio/Visual in Flint buildings.

Responsible for PC performance: connectivity; system setup; backups; network virus; inoculation.

Record new knowledge in the Confluence database.

Matrikon /Honeywell Edmonton, AB April 2011-August 2012

System Analyst

Responsible for ordering laptops and desktops for users in Canada.

Prepare inventory reports, including hardware sheet updates.

Maintained user security accounts on active directory and desktop configuration.

Responsible for PC performance: connectivity; system setup; backups; network virus; inoculation.

Complete office moves, including user phone and data port reconnection.

Handle inventory processes and update inventory database.

Responsible for installation and configuration of Windows, versions: XP/Professional; Vista; 07; 08; and 10.

Record new knowledge in the SharePoint database.

Work on the remedy ticketing system.

Transfer user data and applications from old computers to new computers.

Responsible for troubleshooting, installing, configuring, and repairing computer systems.

Handled a 24/7 on-call rotation in Matrikon/Honeywell.

Responsible for performing hardware and software performance regularly.

Responsible for supporting and planning Audio/Visual in Matrikon/Honeywell buildings.

Load and update software and systems on existing equipment.

Support several locations with Nortel phone systems, all consisting of 500+ users; administration of digital and analog tie line network.

IBM, Edmonton, AB August 2005-July 2010

ID Admin / Desktop Support Analyst

Work with Windows 2003 server, Active Directory, Mainframe, and UNIX.

Grant rights and restricts access to applications.

Add new user accounts to the Blackberry Enterprise server.

Experience creating local and global security groups and folders.

Install and work with VPN token ID base.

Remotely access IBM workstations and laptops.

Troubleshooting and repairing Office 2007.

Experience working on Active Directory 2008, creating user accounts and managing objects.

I have worked with Microsoft Office 2007. Experience working with Microsoft Word, PowerPoint, Excel, Outlook, InfoPath, and Access.

Install Windows 2000, XP Pro, Vista, Window 07 and Mac OS.

Provide support through and for Internet Explorer V6.0.

Log tickets on TSD trouble system and route tickets to the appropriate team.

Provide support for 5000+ employees of Covance and Toyota Financial Services.

Connect to remote users’ machines using Tivilo, Citrix in Carbon copy to fix issues.

Help users to remotely connect to a private network using RAS from home or hotel.

Work with PeopleSoft, SAP, Password reset, and 2nd Tier Support.

Record new knowledge in a Lotus Notes database and used it to troubleshoot issues.

Use Symantec to backup customer data.

Remove viruses and update SP3 on Windows.

Install and configure Microsoft Exchange Server 2003 on a Windows Server 2003 R2 server.

Meet Service Level Agreement.

Future Shop, Edmonton, AB December 2007–June 2012

CP Export Computer Service

Troubleshoot and repair computer problems.

Customize Dell, IBM, Toshiba, HP, Acer, and Sony computers for customers.

Use BlackBerry Desktop Software.

Install Windows XP Home/Pro, Vista, 7, 8, and Mac OS.

Recover critical customer information.

Install and support Microsoft Office 2010.

Install OS Windows in VMware Workstations.

Skill Summary

Technical Skills

Ability to install operating systems and software in LAN and WAN.

Profound knowledge of Software Installations and data migrations.

Extensive knowledge of evaluation and installation of primary and peripheral computer and networking hardware.

Sound knowledge of the installation of monitors, keyboards, mice, printers, fax machines, scanners, routers, switches, firewalls, cabinets, and multi-port data termination panels.

Skilled in desktop support including administration of Windows Vista, 07, and 10.

Proficient in server support including administration of Windows 2003 and 2012.

In-depth knowledge of Anti-spyware and Anti-virus software.

Skilled in TCP/IP networking, DNS, DHCP, VPN, RDP, and Active Directory.

Excellent customer service skills to deal effectively with customers, and the ability to maintain a focus on providing customer-computing services.

Ability to communicate effectively both verbally and in writing.

Interpersonal Skills

Strong communication skills.

Effective time management and organizational skills.

Strong professional customer service and teamwork abilities.

Education

Certifications

A + Certified 2010

diploma. St. Clair College, WINDSOR, ON 2005

Computer System Technology – Networking – Diploma

Courses include Web Development, Visual Basic, TCP/IP, UNIX and Entrepreneurship

Forster Secondary School, WINDSOR, ON 2000

Secondary School Diploma

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