Team Members Help Desk
Resume:
Amelia Wallans
Pineville, LA *****
***.*******@*****.***
Sponsorship required to work in the US
Work Experience
Application Management Technician
Well EMR Group-Remote
November 2021 to Present
Key Responsibilities:
• Ticket each issue/query with proper documentation and notes
• Answer the phone and emails in a prompt/efficient manner
• Follow proper escalation procedure for issues
• Troubleshoot all issues that occur
• Actively collaborate with other team members and develop strong working relationships with clients, application analysts, team members within Well EMR Group, and other key stakeholders
• Manage multiple priorities daily in a professional and timely manner using good judgement to prioritize tasks
• Actively drive issues to resolution within the appropriate timeframes as set by our SLA’s and Quality Programs
• Work directly on Linux/MySQL servers to restore functionality to client systems.
• Provide training to staff and clients.
• Create HTML/Javascript based forms
Professor (part-time)
LOYALIST COLLEGE-Remote
January 2021 to Present
Part Time Professor, teaching Computer Science courses in the Skilled Trades Faculty. Facilitating learning for groups of ten or more.
Developing course material to meet Ministry of Education standards. Planning course syllabus.
Organizing lab activities.
Responding to student queries.
Grading test and assignments.
Facilitating remote learning.
NOC Manager
Global Mentoring Solutions-Remote
February 2019 to May 2020
Take responsibility for the day to day operation of the team, providing overall guidance and supervision Maintain and monitor required staffing levels and schedule to ensure that the team can meet the demand and respond in a timely manner to network and server anomalies and outages Maintenance –managing routines, obsolescence, contracts, suppliers, service providers Provisioning–meeting SLA on new provisions,
Service Restoration-meeting SLA on services
Capacity management –managing utilisation of assets To develop the team and work with Help Desk to achieve common business goals To act as an escalation point for customer problems and questions via telephone, e-mail and video chat. To be escalation contact for service issues, out of hours Ensuring the right environment is in place so that staff are effectively mentored, developed and trained Develop and own the processes and procedures used by the team, based on best practice for the industry Develop documentation related to the departments work processes which is up to date and accurately reflects the day to day running of the team
Organise and prioritise workload
Lead internal projects to improve service
Communicate with suppliers and service providers on behalf of the company Conduct team reviews and be responsible for personal and career development of team members IT and Systems Administrator
UCB Canada-Belleville, ON
March 2018 to September 2018
Server and Workstation Administrator for Windows, Mac and Linux environment. Use SCCM to expedite remote management/maintenance of devices. Administer Active Directory.
Use Remote Desktop software to access workstations. Implement and use ticketing software to prioritize requests. Network engineer in charge of setup, planning and maintenance of network appliances (including Cisco, D-Link, Netgear and Ubiquity)
Senior Help Desk Technician
Setup and Maintenance of Web Hosting environments (Windows/Mac/Linux) Troubleshoot and maintain radio broadcasting equipment. Troubleshoot and maintain iOS devices.
Troubleshoot and maintain databases, both proprietary and SQL-based. Troubleshoot and maintain Windows and Mac workstations. Systems Administrator/CSR
Foundation BTS-Newmarket, ON
June 2016 to February 2017
Server administrator in charge of Windows, Linux and Mac servers. Network engineer in charge of setup, planning and maintenance of network appliances (including Cisco, D-Link, Netgear and Ubiquity)
Senior Help Desk Technician
Setup and Maintenance of Web Hosting environments (Windows/Mac/Linux) Database Administrator
ChefHero-Toronto, ON
March 2016 to June 2016
Responsibilities:
Clean and format data from CSV files for use in a Database. Develop and maintain systems for efficiently processing vendor data. Optimize vendor data.
Perform QA on data to ensure conformity to standards. System and Database Administrator
Treefrog Inc.-Newmarket, ON
March 2015 to October 2015
Responsibilities
Provided Technical Assistance to Clients
Completed Systems Administration Tasks
Set Up Web Servers (Mac/Windows/Linux)
Set Up Virtual Machines (Mac/Windows/Linux)
Set Up Client E-Mail Service
Created and Maintained Backup Systems
Skills Used
Systems Administration
Mac/Windows/Linux Repairs and Maintenance
Customer Service
Technical Support
Collections Officer
Allied Global Holding-Newmarket, ON
January 2015 to March 2015
Responsibilities
Provided a high level of customer service.
Investigated customer accounts.
Noted any discrepancies.
Collected past due amounts.
Skills Used
Customer Service
Computer Skills
Microsoft Office
Typing Skills
Key Holder
EB Games-Aurora, ON
October 2013 to December 2014
Responsibilities
Greeted customers in a friendly and courteous manner. Processed transactions on a POS.
Advised customers on new releases and other items of interest. Created displays for the store.
Opened and/or closed the store.
Line Cook/Trainer
Swiss Chalet-Newmarket, ON
September 2013 to November 2013
Responsibilities
Working all stations, and training new employees on all stations. Cleaning, sanitizing and prep/portioning
Some scheduling and assigning workers on line.
Breakfast Cook
ClubLink-Aurora, ON
July 2013 to September 2013
Responsibilities
Cooked Breakfasts to order.
Prepared items for Lunch/Dinner
Assisted in cooking Lunch.
PC Technician
Judy's Networking and Computers-Harrodsburg, KY
March 2013 to May 2013
Responsibilities
Repaired PC, Mac and Linux Computers
Prep Cook
Sodexo Hospitality Services
September 2011 to December 2011
Prepare food according to instruction
Clean and sanitize work location
Clean dishes and kitchen
Prep Cook
Harbourview Cafe
May 2011 to June 2011
Prepare meals according to instruction
Clean and sanitize work location
Clean dishes and tables
Serve customers in a courteous and timely fashion
Customer Service Representative
The Flower Nook
October 2009 to October 2009
Answer telephones in a polite and courteous manner. Organize and clean the store, and assist with computer-related activities. Education
Secondary School in Computer Science
St Lawrence College
September 2011 to November 2011
Skills
• Microsoft Windows Server
• Academic Advising
• Live Chat
• Microsoft SQL Server
• Linux Administrator
• Curriculum Development
• System Administrator
• Higher Education Teaching
• Vmware
• Help Desk
• Technical Support (9 years)
• Public Speaking
• LAN
• Teaching
• Research
• TCP/IP
• Red Hat
• VPN
• Computer Hardware (7 years)
• Computer Repair (10+ years)
• Ticketing (5 years)
• SQL
• SCCM (3 years)
• Troubleshooting (10+ years)
• Linux
• Operating Systems
• MySQL
• DNS
• System Admin
• Active Directory (5 years)
• Bookkeeping (1 year)
• Remote Control Software (5 years)
Languages
• English - Advanced
Certifications and Licenses
CompTIA A+
food handler certificate
Additional Information
Skills
I have approximately 10 years of experience building and repairing computers, SCCM, Windows, Linux and Mac Server Rollout, Maintenance and Management. I have implemented and supported VPNs, and managed and maintained Active Directory implementations as well as MYSQL/Oracle DB. I have experience troubleshooting Windows and Mac workstations, as well as establishing and implementing troubleshooting and installation processes and procedures.
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