Regina, Saskatchewan, Canada
I’m a Technical Analyst and IT Team Lead who loves helping people, improving systems, and creating structure in fast‑moving environments. Over the years, I’ve learned that great IT isn’t just about fixing issues, it’s about leading teams, building trust, and making technology feel simple and reliable for the people who depend on it. I’ve supported enterprise environments across FCC, SaskTel/ISM, WBM, and Fujitsu, working with cloud platforms, automation, and mission‑critical systems. What I enjoy most is taking a messy process and turning it into something clean, efficient, and repeatable. I’m the person who digs into root causes, asks the right questions, and makes sure the solution actually sticks. As a leader, I focus on clarity, accountability, and helping my team grow. I’m calm under pressure, I communicate openly, and I don’t shy away from tough problems. Whether I’m guiding deskside operations, supporting cloud technologies, or improving workflows, my goal is always the same: deliver a better experience for the people using the technology. If you’re passionate about continuous improvement, cloud technologies, or building strong IT teams, I’m always open to connecting.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature. • Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. • Install and support PC, laptop, tablet and mobile hardware and software. • Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function. • Participate in hardware and software reviews and recommend purchases. • Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades. • Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule. • Analyze and make recommendations for hardware and software standardization. • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. • Document procedures, standards, best practices configurations, settings, installation sequences and back out instructions.
• Provided desktop/network support to corporate users and corporate-owned properties. • Installed, upgraded, supported and troubleshot Windows Operating Systems and Microsoft Office suite, and other applications as assigned • Performed general preventative maintenance tasks on computers, laptops, printers and any other authorized equipment • Performed remedial repairs on computers, laptops, printers and any other authorized peripheral equipment • Resolved hardware and software problems and provided network troubleshooting, technical support and training to end-users, as well as administered network security • Provided user support and problem resolution for desktop computers, network access, E-mail, and imaging XP to several computers • Quickly diagnosed causes of systems failures and malfunctions to ensure highest operation efficiencies, reliability and quality performance standards. • Responded immediately to emergency situations with sensitivity to deadlines and customer needs. • Troubleshot and resolved complex network client, hardware, and software issues with desktop and laptop computers. • Performed installation and provided support for peripherals such as scanners, external CD/DVD drives, and PDA devices.
Troubleshooting issues relating to Life Cycle of Incident Management Process, beginning with Incident Logging to Call Closure and customer satisfaction reviews. Working as the SPOC for: Desktop Infrastructure issues. Takes call ownership, drive to resolution and communication with customer. Responsible in giving: Voice Support & E-mail Technical Support to ensure closure as per ITIL Incident Management process. Telephonic support to End Users and liaison with Vendors, Client Problem Management team and Towers. Level 3 Support to end users for technical, applications and OS related issues. Level 1 support for network and server related issues. Taking care of: Application Support (Off Shelf or Customized). Printers & MFD’s. VPN software and Collaboration tools. Password Reset tools and Remote Control tools. MS Windows & Office, Desktops, Laptops, Other IT Peripherals and Networking. Tending to questions with respect to: Blackberry, Windows Phone and iPhone e-mail configuration. Data backup and restoration for encrypted hard drive. Procurement initialization for IT peripherals and follow up till item delivered. Observing & performing: Documented Escalation process. Take care of Server data backup, Off-site and onsite storage.
Administered day by day IT Operations covering: Maintenance of Infrastructure Servers & technical support/ help desk capabilities for business units. Installation & upgradation of customized software for Desktop & Servers. Effectively included in giving specialized arrangements by Technology choice including: Identification and troubleshooting of network errors/ bugs regularly. Technology selection including hardware and software, co-ordination with vendors/contractors for timely troubleshooting of cases. Asset Management of all Desktop, Laptop and other IT peripherals of the site. Occupied with support & upgradation of all IT foundation desktop applications, PC peripherals & LAN. Steered operations for providing: Onsite & Telephonic Technical Support to our site Clients and remote (for Desktops& Laptops), Software level problems as per Ticket arisen by Asia Pacific Help Desk Team (Malaysia), complete task as per SLA. New installation of PC, Printer, Dial-up Internet Connectivity, Software installation & support to internal users. Configuring, managing & securing resources (Users, Printers and Folders). Was responsible for post-execution, adjustment and system upkeep backing to the customer Engaged in resolving customer complaints within least turnaround time to total customer satisfaction Overseen complete scope process for old machines and peripherals, data recovery and storage management