Experience

BPA Financial Group

• Canada
• Financial Services
• 1 - 100 Employee

• Information Technology Infrastructure Specialist

  • Aug 2023 - Present

• Information Technology Support Analyst

  • Dec 2021 - Aug 2023

  - Performed Levels 1-3 Roles of IT Support Triage for Dept of Inbound Tickets- Directly involved in resolutions with higher complexity tickets, while maintaining SLA targets for dept- Coordination with other IT Teams on Ticket Resolution (if required)- On-site diagnosis of Telecom Services (for the Telecom Team)- Working with on-site clients in resolving connectivity between our business solutions and their services- Initial triage service of networking issues related to firewalls and VPN services (For the Networking Team)- Troubleshooting and Analysis of Desktops/Laptops in Corporate Office environments, and remote working locations- Software patching and remote deployment services via ManageEngine Endpoint Central MSP- Office365 Administration- Server (Windows, and limited Linux) Administration and Troubleshooting- Active Directory and Group Policy Administration- Printer Administration (Windows) and Troubleshooting- SME for Accpacc Sage 300 Upgrade for onsite clients- SME for company tenant M365 MIgration- Technical Escalation contact for on-site services- Identified and accurately triage onsite systems issues with business operations (AS400 and Web CRM systems)- IT Support for On-site client services (End to End Support Model) Show less



HealthHub - Patient Engagement Solutions

• Information Technology Support Analyst

  • Jan 2020 - Dec 2021

  - Analysis of Inbound Tickets for Troubleshooting Remotely or Dispatch to Field Technicians and Reps - Coordination with multiple departments (Service, IT, Shipping) for unified solutions for installations and troubleshooting- Troubleshooting and Testing with Field Technicians and Reps on RF Coax Design and IP Network Systems Design for Rental Systems Operations- Troubleshooting and Analysis of IBTs (Integrated Bedside Terminals) via remote connections (SSH Sessions and VNC)- Troubleshooting and Analysis of internal facing network devices such as routers, switches, and servers which would provide services to external clients- Identification of Site issues via ticket escalations/troubleshooting, gathering appropriate business teams and or external contacts to arrive at timely solutions- Analysis of bugs and reporting to development teams for timely resolutions to revenue-impacting issues within External Facing Applications (Rental System, Ticketing Systems and Applications).- Technical escalation contact for troubleshooting and analysis of on-site issues- Identified major issues within hospital network architecture which resulted in finding solutions to network-related problems with other services- Identified issues with on-site hospital network devices that were preventing our IBTs (Integrated Bedside Terminals) from powering on/communicating with the network, provided resolution and shared requirements to onsite hospital personnel who completed the work to task- Worked with Contractors to provide on-site timely solutions for loss of signal within a hospital network- Worked with Hospital IT to restore remote access to the patient HL7 database (used for processing rentals and transfers within the hospital)- Completed IT Documentation for Processes- Troubleshooting and Analysis with on-site personnel; identified and resolved a significant network outage within a Hospital’s network Show less

• Information Technology Support Coordinator

  • Mar 2019 - Jan 2020

  - Dispatch of Tickets to Field Technicians and Reps - Production and Maintenance of Service Technician Workload- Troubleshooting and Testing with Field Technicians and Reps- In-depth analysis of ticket trends and impacts on business- Took lead on Cable Co. Transfer from Previous Cable Company to IPTV provider for the company- Provided Help Desk Support for Enterprise Users- Provided Enterprise Server Administration software assistance- Technical escalation contact for troubleshooting and analysis of on-site issues Show less

• Service Dispatcher

  • Jun 2012 - Mar 2019

  - Dispatch Tickets to Field Technicians and Reps- Production and Maintenance of Service Technician Workload- Forecasting of Service needs based on Service Load and Workforce availability- Live Force Load Analysis based on business needs (based on outages and other related issues)- Providing direct responses for Service Timelines to customer escalations via Call Centre based on Service Guidelines- Coordination with multiple departments (Service, IT, Shipping) for unified solutions for installations and troubleshooting- Troubleshooting and Testing with Field Technicians and Reps- In-depth analysis of ticket trends and impacts on business- Creation of service improvement initiatives that are directly in line with force-to-load forecasting- Escalation contact for Control Centre Dept, Cable Co. for issues, not limited to outages/network troubleshooting and installations- Escalation contact for Coordination of Installations onsite by Technicians with Clients- Ticket Maintenance (Age, Queue Time, Information Management/Sharing, Time Reporting, Completion) Show less



Bell Canada

• Canada
• Retail
• 1 - 100 Employee

• Technical Support Agent

  • Feb 2011 - Jan 2012

  - Answered calls, providing troubleshooting for customer's equipment and network setups for usage with Bell network (additionally, including phone, television and internet) - Documented notes and appended to account profile for reference for future agent reviews and additional troubleshooting - Escalations and Follow-ups for network and technical issues with multiple differing departments and providers - Inventory and shipping management of Bell Network devices (modems, mobile phones, etc.) - During tenure, was provided additional skills to perform additional tasks within Bell product troubleshooting (i.e., Television, Phone, and Internet) Show less



The Minacs Group

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Agent

  • Nov 2009 - Feb 2011

  - Answered calls, providing troubleshooting to customers with their networks and setups for usage with a modem and other networking devices, for connection to the internet - Documented accurate notes and appended them to the account profile for reference for agent reviews - Escalation and Follow-ups for with Sprint (parent company) network operations issues - Inventory and shipping management of Clear Network devices - Performed Upsell service on additional services provided by Clear Networks Show less



Vonage Canada

• Canada
• Leisure, Travel & Tourism

• Technical Support Agent

  • Jun 2008 - Jun 2009

  - Assisted varying levels of customers with troubleshooting their networks and setups for usage with the Vonage VOIP adapter and other networking devices - Documented accurate notes and appended to account profile for reference for agent reviews and addition troubleshooting in the future - Escalated and Follow ups for network, technical, and shipping issues through a web-based ticketing system for resolution by a higher tiered agent - Inventory and shipping management of devices that were to be sent/received on either customer or warehouse end respectively - Resolved billing inquiries and or complaints with full detailed explanations for the customer's understanding Show less