Brampton, Ontario, Canada
Solution Oriented. Highly committed and motivated Professional who is willing to work hard and eager to learn with 8 years’ experience as a Senior Technical Support Analyst role providing superior technical support and customer service in multi national companies.
• Researching, evaluating and recommending Information Technology solutions to complex business problems. Providing improved solutions or processes. • Provides technical expertise regarding EPDSM, SCCM and Microsoft 365 applications to application designers and service personnel. • Microsoft Intune deployments and Azure AD • Driving the adoption of New Technologies in the organisation through Training and transitioning departments to One drive/Sharepoint from Network drives • Creating Real-time Dashboards through Power BI and EPDSM for monitoring and optimizing the performance of teams. • Empowering Teams on creating their own Dashboards through EPDSM for reporting by training them. • Provides second level problem determination support to the Canadian IT Service desk team in the area of expertise. • Cleaning up of Unknown systems in AD and SCCM to improve the success rate of deployments and patch compliances for systems all over Canada. • Coordinates with corporate engineering functions to ensure plans and systems comply with corporate standards during SCCM Deployments. • Enterprise-wide strategy for planning and scheduling software deployments to all users through SCCM. • Maintains comprehensive knowledge of the Canadian Information Technology marketplace and appropriate vendor products in area of expertise i.e., pcs, laptops, tablets. • Participates in development projects like EPDSM as a technical consultant; initiates and leads quality action team to improve processes and procedures. • Recommends and arranges appropriate equipment with vendors for Customer service needs; ensures vendor response to maintenance problems in a timely and efficient manner. • Maintains good knowledge of IT products and services in Microsoft 365 services. • Successful scripting and automated installation of software using knowledge of packaging, customization and testing systems and methods.
• Creating application deployment jobs, importing packages into SCCM, creating device collections, Monitoring deployments • Build scripts using bat, vbscript, powershell scripting • Development, deployment and administration of a large amount of software packages through multiple different methods, with Microsoft SCCM as a primary delivery tool • Enterprise-wide strategy for planning and scheduling software deployments to all users • Evaluates, maintains, modifies and documents desktop application packages, participates in the testing and evaluation of new desktop packages and implements prototypes • Successful scripting and automated installation of software using knowledge of packaging, customization and testing systems and methods • Perform and assist in SCCM software distribution, diagnose software installation errors and perform corrective actions • Monitor the timely and error-free installation of applications and software updates • Work closely with design engineers and project teams to ensure software install packages meet quality and performance requirements • Providing support to the Call centers all over Canada • Test packages prior to deploying for production release • Responsible for troubleshooting, optimizing and documenting solutions to common user Requirements or problems in a second and third line support role • Work with the Office 365 migration support team to gather, confirm and resolve end user issues that arise as new users become familiar with using Office 365 tools (primarily Microsoft Outlook) • Provide knowledge transfer to the first and second line support staff to assist them in resolving common issues
*Monitor, update, escalate and maintain tickets in Service now ticketing system *Take ownership of the issue from end to end- from creation through the whole process and then through the resolution to ensure that issue has necessary follow through with end user *Setting up email - imap- forwarding- MS Exchange - mailbox *Worked closely with management and built a new internal sharepoint site for the Help desk department. *Rsponsible for maintaining the current helpdesk site and creating new ones while interacting with manager and employees (as required) to ensure SharePoint sites are meeting business needs. *Setting up and troubleshooting VMware tunnel and Workday on mobile devices *Using remote access tools for troubleshooting- EDSM,Go ToAssist, Microsoft Lync *Setting up users on Cisco and setting up their voice mailboxes and extensions *Setting up and supporting Entrust on mobile devices *Setting up and troubleshooting Mcafee encryption sign in if needed *Administration of user accounts for various corporate systems in Active Directory *Imaging and Deployment support of PC and mobile device hardware *Setting up the computer(s), monitor(s), mobile device(s) *Maintain physical presence at designated service locations to support end users *Software installation (based on standard software image and guidelines) *Troubleshoot software in the Standard Software image and 3rd party applications *Support and maintain a Lync 2013 environment throughout the company *Training end users on how to operate the equipment as requested *Installing and configuring Airwatch with managing mobile devices, configuring mobile policies and deploying mobile applications *Check and troubleshooting simple issues and escalation of complex issues to appropriate employees *Ability to identify whether a failure exists and adequately describe the failure to the repair center or manufacturer. *Support access to corporate network/wireless and applications both on network as well as over VPN.
* Ability to handle technical issues and general enquiries from Customers (call/email) with First Contact Resolution while using relevant business applications and systems ( Remedy/CRM/TSM/ Novell) according to established guidelines * Collaborate with virtual team members (London-Toronto) to resolve issues * Define and classify level of priority and nature of incidents, including requests * Perform problem recognition, research, isolation, resolution and follow-up for routine user incidents * Triage and escalate more complex events, technical issues, or complaints to appropriate tier level or area of authority for resolution * Provide accurate quality service on every interaction (inbound and outbound) in an efficient manner to OTN’s various customer groups * Develop and maintain excellent knowledge of OTN’s full range of services and products * Act as a Subject Matter Expert (SME) and contribute to the development and documentation of processes and best practices * Act as a liaison with other technical vendor partners to resolve issues * Maintain confidentiality of information while safeguarding PHI * Achieve /exceed established Technical Support team and individual performance goals and service levels namely: Customer Satisfaction, First Contact Resolution, Service Levels and Quality Identify opportunities for service optimization and report to the Team Leader * Identify any situations or customer concerns that will improve quality or mitigate risk to OTN or its customers
•Respond to client inquiries/issues that come via email, phone, or ticketing system in a prompt and professional manner. •Monitoring the web applications and network connections of more than 800 restaurants across Canadian cities. •Configuring the Cisco Routers Juniper SSG5 and 5GT regarding the IPs assigned to Restaurants and ensuring that the correct Policies have been set up. •VPN administration/ Order Takers Administration including the access control and Privileges for remote clients. •Configuring and setting up of POS machines , BNA Xenta and Xentissmo and TD machines and restaurant systems to ensure smooth transmission of orders to the restaurants. •Troubleshooting the DVRs- CCTV monitoring, Password Administrations. •Install, configure, and maintain Windows operating systems, to include Operating System (OS), application software patches and service packs; •Perform Tier 2 user account, group, and home directory maintenance for workstations and servers; •Manage user and group policies and rights. •Analyze and resolve problems associated with workstation and server hardware, operating systems, and applications software, adhering to mandated requirements and guidelines; •Perform backup and recovery procedures for domain core services; use and manage media backup of RAID storage devices; •Checking the Configuration files and scripts to make sure POS units are up to date and running required processes. •In House Hardware support including installing, troubleshooting the HO Equipments. •Testing of Android applications and websites
• Assist with the facilitation of support staff learning and campaigns execution. • Assist with the facilitation of weekly staff meeting at each campus to ensure that tasks are on schedule. • Assist the director of education and equity by ensuring that staff arrives at work on time. •Demonstrated organizational skills by planning events and ensuring that staff is working on assigned tasks. • Assist the director of education and equity by ensuring that staff is working on assigned tasks. • Assist with the creation of education and awareness campaign strategies. • Develop materials and information for campaigns. • Distribute information to students by general dissemination of information through distribution of flyers,info booths,class presentations and petitioning. • Assist in the preparation and facilitation of workshops, day trips,speaker panels, and other events.
•Helping the customers in the installation and other hardware and software trouble shooting including o/s support. •Working with the team in achieving the sales targets on day to day basis. •Acted as a pivotal member in improving the outage of the team. •Helped the team in improving the usage of certain tools, which in turn helped in improving the customer experience and thereby had a direct impact on the net promoter score. •Troubleshooting for technical issues related to computers faced by Dell customers. •It was primarily on software & Hardware issues in Desktops, Laptops & other peripheral devices.