Experience

Alterna Savings

• Senior Service Desk Technician

  • Feb 2020 - Present



Federation of Canadian Municipalities

• Service Desk Analyst

  • Dec 2019 - Jan 2020



PCL Construction

• System Administrator

  • Oct 2019 - Dec 2019



Dairy Farmers of Canada - Les Producteurs laitiers du Canada

• Bilingual Technical Support Analyst

  • Jun 2019 - Sep 2019

  • Managed all operating systems and end-user software; • Analyzed, troubleshot and resolved system hardware, software and network connectivity issues for all employees, on-site or by remote access; • Deployed workstations, tablets, printers, scanners, mobile phones, and accessories; • Provided technical support to all employees, for annual meetings, outside and on-site meetings; • Managed end-user accounts, permissions, access rights, storage allocations in accordance with DFC’s… • Managed all operating systems and end-user software; • Analyzed, troubleshot and resolved system hardware, software and network connectivity issues for all employees, on-site or by remote access; • Deployed workstations, tablets, printers, scanners, mobile phones, and accessories; • Provided technical support to all employees, for annual meetings, outside and on-site meetings; • Managed end-user accounts, permissions, access rights, storage allocations in accordance with DFC’s IT policies and procedures; • Prepared and updated laptops for travelling users in all DFC offices; • Provided basic training on work environment and supported to all DFC employees upon request; • Created user accounts and email accounts, responded to general IT service requests from all users• Managed all requests for user changes, add or delete user accounts as required and in accordance with established guidelines; • Assisted the Manager, IT Services in maintaining security levels and managing access control based on the organization’s policies; • Received and accurately recorded all IT service requests, solve hardware and software problems and ensures, with the aid of the appropriate internal and external resource, that application and system problems are resolved and follow up with the user in a timely fashion with the appropriate corrective action; • Back-up users’ data and e-mail upon departure from Dairy Farmers of Canada; • Ensured Board meeting recordings are copied to server as required; and • Managed the building wireless access point and provided support for meeting rooms. Show more Show less



Nova Networks

• Bilingual Service Desk Analyst

  • Jan 2019 - Jun 2019

  ● Multi OS environment with Windows XP, Windows 7, Windows 10 and MacOS;● Managed user account in Active Directory, Office 365 cloud and Microsoft Exchange on-premises; ● Ensured proper backups of servers on daily basis on tapes and SAS drives using Symantec backup;● Responded to general IT service requests from remote and onsite users;● Often travelling to multiple sites for onsite support, server deployment, Office migration, new installation and backups;● Created and… ● Multi OS environment with Windows XP, Windows 7, Windows 10 and MacOS;● Managed user account in Active Directory, Office 365 cloud and Microsoft Exchange on-premises; ● Ensured proper backups of servers on daily basis on tapes and SAS drives using Symantec backup;● Responded to general IT service requests from remote and onsite users;● Often travelling to multiple sites for onsite support, server deployment, Office migration, new installation and backups;● Created and documented procedures and instructions for debugging and fixing issues;● Provided proper training to users for re-occurring issues in Windows and Microsoft Office;● ON and OFF Boarding users in AD, Microsoft exchange and 365;● Created user-mailbox for new users in exchange, access right in SharePoint and ShareFile, Drive mapping, Storage allocations in accordance with the organization policies;● Backup user’s data from user’s profile in windows, Backup and export Outlook Data (.pst and .ost);● System Imaging, backup and cloning using Acronis True Image, Ghost Backup and Windows Recovery Drive;● Solved Hardware and Software problems in timely fashion manners with the appropriate procedures to ensure user satisfaction and maintain the Service Desk standards;● When Onsite Support, manage the company wireless connection and access point, setup and prepare the meeting room, provide onsite support during meeting and to all onsite and remote users, analyze and troubleshoot issue related to network connectivity, Android and iOS applications, System hardware and software upgrade;● Performed Equipment installation, maintenance and upgrades for new and existing users;● Managed communications and expectations with users to ensure permanent solutions to open tickets;● Configuring, managing and maintaining printers and other computer peripherals;● Investigated and troubleshot issues related to the domain, join or disjoint computer from the domain. Show more Show less



SilverWare POS Inc.

• Bilingual Technical Support Analyst

  • Sep 2017 - Nov 2018

  ● Provided support in both English and French over the phone.● Setting, testing and configuring networks, desktops, laptops and printers. ● 24/7/365 Technical Support over the phone, emails and remote access on a rotating shift.● POS system support and maintenance. ● Windows update and maintenance, Security update.● Creating, solving and following existing tickets in timely manner.● Configuring, managing and maintaining computer network, TCP/IP.● Supported customers… ● Provided support in both English and French over the phone.● Setting, testing and configuring networks, desktops, laptops and printers. ● 24/7/365 Technical Support over the phone, emails and remote access on a rotating shift.● POS system support and maintenance. ● Windows update and maintenance, Security update.● Creating, solving and following existing tickets in timely manner.● Configuring, managing and maintaining computer network, TCP/IP.● Supported customers on technical issues surrounding impact and thermal printers, internet connections, hardware/peripherals, Database (SQL), enterprise reporting, printer installation and testing, etc.● Migrated user profiles from Windows XP and Windows 7 to Windows 10;● Replacement and configuration of client hardware and software;● Diagnosed and troubleshot issue related to windows and mobile applications;● Backup and restoration of user’s data as required;● Setting, testing and configuring networks, desktops, docking stations, tablet, laptops and printers;● Meeting clients demands and expectations;● Manual and automatic managed Windows security updates;● Troubleshot debit and credit card handouts;● Creating, solving and following existing tickets in timely manner;● Configuring, managing, monitoring and maintaining computer hardware and network;● Training and instructing new users;● Account retrieval and password reset in AD and other windows applications;● Supported and tested technical issues surrounding impact and thermal printers, internet connections, hardware/peripherals, Database (SQL), enterprise reporting, printer installation, etc. Show more Show less