Greater Edmonton Metropolitan Area
Willing to work as an Senior IT Desktop Support Technician/Analyst in apparent firm and apply all my skills and knowledge for the expansion of the organization. Specialties: •ITIL Foundation Certification V3 (2015) • Microsoft certified Solutions Associate: Windows 7 (MCSA) • Microsoft certified Enterprise Desktop Support Technician 7 (MCITP) • Microsoft certified Windows 7, Configuration
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors. • Managing returns on warranted parts and systems • Packaging and shipping replacement parts to customers • Maintaining standard software configurations, including troubleshooting, loading and configuring software images supported applications and drivers • Lead the development of information technology and infrastructure projects • Installing, supporting and troubleshooting approved desktop software • Performing planned maintenance, moves, adds and changes • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN) • Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel • Creating and maintaining images for standard systems • Recommend hardware and software solutions, including new acquisitions and upgrades • Demonstrates good judgment in selecting methods and techniques for obtaining solutions • Troubleshooting and resolving intermediate LAN connectivity incidents • Work on call after hours as required Communicate effectively with multiple customers and co-workers. • Consulting with the Service Desk on support calls • Communicate highly technical information to both technical and non-technical personnel • Provide Case status updates to management and end-users • Providine phone support and diagnostics to remote customers • Participate in training programs designed to educate customers about basic and specialized applications • • Assess day-to-day activities to minimize customer down-time and ensure customer
• Conducted company-wide upgrade of 450+ users PC's from Trend Micro to Crowd Strike anitvirus system using SCCM tool. • Installed Crowd Strike antivirus software on user’s company issued laptops and tablets by establishing remote connectivity using Ultraviewer if the user is on the field. • User management in AD/Office 365. • Troubleshooting day to day software and hardware issues for Toshiba Laptops/ Dell and Acer Desktops, HP/Dell Printer, Peripherals and Windows/Mac OS. • Mobile device support for iOS device iPhone/iPad like hardware/software troubleshooting, Installing apps and adding company email on the device as per user needs. • Addressing user tickets in Service Now ticketing tools regarding hardware, software and networking and maintain SLA standards. • Also provide desktop and laptop support for system refresh project, supported users on setting up multiple network printers, managed hardware and software failure due to viruses.
.Remotely and in person supported Europe and India location users who needed any kind of Tier 1 or 2 IT Support. .OS Installation including Server 2008/2012. Windows 7/8/10. Mac OS. Knowledge of OS installation over network like kickstart/sccm/boot from pendrive etc etc will be an additional plus .User management in AD/Airwatch/Office 365. .Troubleshooting day to day Windows/Mac OS issues. .Tier 1 knowledge of networking troubleshooting like ping/tracert/netstat/ifconfig/nslookup etc. .Application support like Outlook/Thunderbird/ etc. .Setting up Cisco Anyconnect VPN clients as well as generate OTP for the users on PC/Mac/Tablets and mobile devices. .Addressing user tickets regarding hardware, software and networking. .Customize desktop applications to meet user needs. .Follow up with clients to ensure their systems are functional.