Calgary, Alberta, Canada
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● Intermediate Level IT support to Office and remote users (48 branches in 3 provinces) for Windows, printers, copiers, applications, hardware issues, mobile devices and Audio Visual(AV) Systems. ● Manage and automate applications/softwares/policies directly or using SCCM/Microsoft EndPoint Configuration Manager (MECM)/Azure AD (depending upon users). ● Cloud based windows deployment using Windows 365. ● IT Asset management, procuring and maintaining the IT inventory. ● Helped users with Single Sign-On (SSO) Implementation. ● Utilized Active Directory, Microsoft 365, intune, Teams Admin Center, Azure AD, and Exchange online to troubleshoot and support various user requests/issues. ● In depth knowledge/use of Active Directory to create new and manage existing accounts, groups and organizational units. ● In depth experience of utilizing SharePoint to create, maintain and distribute/share various user files/documents/training materials. ● Supporting the Audio Visuals/meeting/conference room with live Teams meetings of up to 50 people (combination of both in-person and remote users/connectors). ● Answering user inquiries, responding to questions and requests for assistance via phone, email, chat or in-person and then documenting in the ITSM. ● Remote assistance to users when necessary using LogMeIn123 and Windows Remote Assistance/Windows Remote Desktop. ● Setting up and maintaining network connections, including routers, switches, access points, terminating ethernet cables and other network devices at various locations. ● Monitoring system performance and identifying potential issues or vulnerabilities. ● Recommending and implementing improvements to IT systems to enhance efficiency and productivity. ● Effectively communicating with users (varying from Executives to various head office department employees to managers, sales and yard workers in the branches) to explain technical issues, provide updates, and ensure their needs are met.
● Removal and installation of current MPC from the servers to new MPC’s. ● Perform upgrades and related services using the command line and User Interface (UI). ● Provide technical information to clients on potential impact and benefits of upgrades. ● Follow up and make sure everything is always up and running without any downtime. ● Resolve client issues and complaints in a positive manner that builds business and enhances client loyalty while adhering to Company policies & procedures.
Key responsibilities: • Served as the first point of contact for CBE staff to report problems or disruptions regarding technology and other services that are approved for the Service Desk • Responded to service requests, initiated, and guided service requests to the appropriate service provider. Examples include (but are not limited to) corporate and/or application password resets, disk quota increases, access requests repairs to systems, etc. • Assisted callers in the use of system applications and services by providing instructions, advice, help, and demonstration. Strives to assist the caller in becoming self-sufficient and skilled in the tasks they are calling about. • Responsible for service incident communications, including portal and telephone updates. Assists with and facilitates system communications in the event of incidents related to Service Desk services. • Responsible for Service Desk service delivery. • Effective and productive with or without direct supervision, independently monitors email, voice email, and is present and available to staff requiring assistance. • Communicated effectively to a wide variety of audiences, delivers clear-concise communications, and listens effectively. • Logged all Service Desk contacts in Call Logging system, strived for clarity, accuracy, and precision. Adhered to Service Desk business processes and practices. • Watched for trends that indicate potential problems, proactive to ensure those problem areas are recognized and noted. Suggested solutions and strived to provide workarounds to overcome problems until the solution can be implemented. • Accurately updated knowledge in accordance with Service Desk Knowledge Management process and expectations. Assisted and created end user help documentation, support tips, and knowledge base items and online postings
● Responsible for installation, maintaining and troubleshooting printers, copiers, fax machines, computer systems and network connections to maintain work flow at customer sites. ● Complete all required paperwork to ensure efficient tracking and documentation requirements are achieved, using the service APP (Like an ITSM) and designed papers for different work flows. ● Queue monitoring and making sure to achieve all the SLA’s (first contact, be onsite, resolving the issue) as per different customer contracts. ● Identify and escalate issues requiring additional support based on designed workflow. ● Provide excellent customer service both over the phone and face to face at customer sites. ● Maintain positive relationship with customers through effective and consistent communication Achievements: ● Took additional responsibility and did NET+ certification to help out teams having network issues, as well as troubleshooting computer to multi-function device issues. ● Some big customers were so impressed with my skills that they requested me as their 1st person of support for their issues.
Key responsibilities: • Providing computing solutions to customers by asking their needs • Making recommendations and options for customer needs • Creating amazing customer experience by showing them what’s possible with latest technology and how it can impact their lives • Achieving company targets and standards on key areas of performance Achievements: • Even though I was working as part time, I was shift in-charge for the times when department senior or supervisors weren’t available