Experience

Canadian Grain Commission / Commission canadienne des grains

• Canada
• Government Administration
• 200 - 300 Employee

• Support Analyst, Infrastructure - Information Management and Technology Services

  • Apr 2021 - Present

  Winnipeg, Manitoba, Canada



Department of National Defence

• Canada
• Armed Forces
• 700 & Above Employee

• Help Desk Analyst

  • Dec 2017 - Apr 2021

  Winnipeg, Canada Area

• Help Desk Analyst

  • Oct 2016 - Dec 2017

  Gagetown, New Brunswick, Canada



Department of National Defence (17 Wing) - Calian Contractor

• Help Desk IT Support Technician

  • Oct 2014 - Feb 2015

  Winnipeg, Canada Area • Working with Active Directory, reactivating disabled accounts, updating accounts, and creating new user accounts • Troubleshooting hardware and software issues for clients • Provided remote support for user laptops and desktops using Windows Remote Assistance and VNC • Assisting users with blackberry setup and configuration • Using Assyst to log and track tickets • Performed initial troubleshooting for escalation tickets • Processed requests for new or updated items for… Show more • Working with Active Directory, reactivating disabled accounts, updating accounts, and creating new user accounts • Troubleshooting hardware and software issues for clients • Provided remote support for user laptops and desktops using Windows Remote Assistance and VNC • Assisting users with blackberry setup and configuration • Using Assyst to log and track tickets • Performed initial troubleshooting for escalation tickets • Processed requests for new or updated items for both hardware and software • Creating PowerShell scripts to assist with account management • Creating ‘How To’ documentation for clients Show less



Dept of Defence

• Armed Forces
• 700 & Above Employee

• Service Desk Analyst

  • Nov 2010 - Sep 2013

  • Designed a PowerShell GUI tool to assist with the creation of Active Directory and Exchange accounts. This was to help improve the speed of account setup to meet continued growing workload. • Working with Active Directory, reactivating disabled accounts, updating accounts, and creating new user accounts • Troubleshooting software issues including outlook, entrust, web access, and out of date virus definitions • Troubleshooting hardware issues • Resetting voicemail passwords… Show more • Designed a PowerShell GUI tool to assist with the creation of Active Directory and Exchange accounts. This was to help improve the speed of account setup to meet continued growing workload. • Working with Active Directory, reactivating disabled accounts, updating accounts, and creating new user accounts • Troubleshooting software issues including outlook, entrust, web access, and out of date virus definitions • Troubleshooting hardware issues • Resetting voicemail passwords • Provided remote support for user laptops and desktops using Windows Remote Assistance and VNC • Assisting users with blackberry setup and configuration • Using Magic to log and track tickets • Performed initial troubleshooting for escalation tickets • Processed requests for new or updated items for both hardware and software Show less



Dept of Defence (Shilo) - Nisha Contractor

• Service Desk Analyst

  • Nov 2010 - Mar 2011

  • Working with Active Directory, reactivating disabled accounts, updating accounts, and creating new user accounts • Troubleshooting software issues including outlook, entrust, web access, and out of date virus definitions • Troubleshooting hardware issues • Resetting voicemail passwords • Provided remote support for user laptops and desktops using Windows Remote Assistance and VNC • Assisting users with blackberry setup and configuration • Using Magic to log and track… Show more • Working with Active Directory, reactivating disabled accounts, updating accounts, and creating new user accounts • Troubleshooting software issues including outlook, entrust, web access, and out of date virus definitions • Troubleshooting hardware issues • Resetting voicemail passwords • Provided remote support for user laptops and desktops using Windows Remote Assistance and VNC • Assisting users with blackberry setup and configuration • Using Magic to log and track tickets • Performed initial troubleshooting for escalation tickets • Processed requests for new or updated items for both hardware and software Show less



EDS, an HP company

• Helpdesk Analyst

  • Aug 2009 - Nov 2010

  Winnipeg, Canada Area • Handling inbound calls from Shell global users worldwide and assisting with computer issues. Assisted users with many software issues, many of which were custom designed by Shell Inc. or ‘scripted’ to work in the shell environment. • Used Peregrine Service Center 5 and 6 to log and track calls • Worked with both Windows 2000 and Vista operating systems with remote connections to assist users with problems on both LAN and VPN connections. • Provided remote support for user… Show more • Handling inbound calls from Shell global users worldwide and assisting with computer issues. Assisted users with many software issues, many of which were custom designed by Shell Inc. or ‘scripted’ to work in the shell environment. • Used Peregrine Service Center 5 and 6 to log and track calls • Worked with both Windows 2000 and Vista operating systems with remote connections to assist users with problems on both LAN and VPN connections. • Provided remote support for user laptops and desktops using Windows Remote Assistance, LiveLink and NetMeeting • Used Active Directory (in a Windows Server 2003 environment) to manage user accounts and configure directories • Performed initial troubleshooting for ticket escalations to 2nd and 3rd level support groups Show less



IG Wealth Management

• Canada
• Financial Services
• 700 & Above Employee

• Technical Support Analyst

  • Oct 2007 - Aug 2009

  • Handled inbound calls and assisted consultants with problems on several types of software including Outlook and Financial software • Used Active Directory to manage user accounts, setup directories and organize file securities, on a Windows Server 2003 environment. • Used Remedy ITSM tool to log and track user inquiries • Assisted users with getting connected on VPN connections • Assisted users with getting setup with a Blackberry Handheld on a BES server • Escalated… Show more • Handled inbound calls and assisted consultants with problems on several types of software including Outlook and Financial software • Used Active Directory to manage user accounts, setup directories and organize file securities, on a Windows Server 2003 environment. • Used Remedy ITSM tool to log and track user inquiries • Assisted users with getting connected on VPN connections • Assisted users with getting setup with a Blackberry Handheld on a BES server • Escalated tickets to 2nd level support groups if issue was beyond level 1 support process Show less



Elmhurst Golf and Country Club

• Support Desk

  • Mar 2003 - Jan 2008

  • Handling both computer hardware and software issues that arise. Provided Help Desk support for multiple applications including accounting software and POS software using touch screens • Handling system upgrades for future use. • Installing Network cable as needed for additional computers. • Used PC Anywhere to remote connect with systems (desktops/laptops) and adjust system and application configuration settings



Winnipeg Real Estate Board

• Technical Support

  • Jun 2006 - Sep 2007

  • Handled inbound calls for technical issues on web pages and real estate software. • Handled technical issues on computers that agents brought in due to extensive software problems. • Worked on images, video clips, and scheduling for the electronic sign outside the building. • Assisted with website management, Created presentations for various events. • Performed general technical support for the office computers. Communicated software issues with vendor to resolve issues that… Show more • Handled inbound calls for technical issues on web pages and real estate software. • Handled technical issues on computers that agents brought in due to extensive software problems. • Worked on images, video clips, and scheduling for the electronic sign outside the building. • Assisted with website management, Created presentations for various events. • Performed general technical support for the office computers. Communicated software issues with vendor to resolve issues that realtors had that were beyond what normal troubleshooting would resolve • Worked with realtors to make submit desired changes and updates of the software to the vendors • Updated documents for training for applications used by the realtors and created documentation for internal process Show less



Great-West Life

• Canada
• Insurance
• 700 & Above Employee

• Printing Assistant

  • May 2006 - Jun 2006

  • Handled setting up printing projects and sorted print projects for shipping.



FineLine Solutions

• Canada
• Non-profit Organization Management
• 1 - 100 Employee

• Customer Service Agent

  • Nov 2005 - Feb 2006

  • Handled inbound calls for several projects answering customer inquiries. • Completed orders and took credit card information for catalogue and online pharmacy purchases. • Re-directed customers to other contacts and local locations for the assistance they needed.



Multiple placment agencies

• Inbound Call Center Agent

  • Mar 2005 - Nov 2005

  • Latest placement was from Adecco to work for Fineline solutions for the Salvation Army USA project due to high call volumes for the Hurricane disaster in southern USA.



Faneuil Inc

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Technical Support Agent

  • Sep 2004 - Mar 2005

  • Handled inbound calls for Voice Over IP service. • Assisted customers with setting up and configuring the VOIP device, including how to hook up multiple phones with the devices. • Used Remedy ITSM tracking tool to log and record users' issues • Assisted customers with configuring routers and firewalls to permit the VOIP service to work correctly. • Showed users now to monitor the network traffic on the router to track voice quality issues (if the user router supported these… Show more • Handled inbound calls for Voice Over IP service. • Assisted customers with setting up and configuring the VOIP device, including how to hook up multiple phones with the devices. • Used Remedy ITSM tracking tool to log and record users' issues • Assisted customers with configuring routers and firewalls to permit the VOIP service to work correctly. • Showed users now to monitor the network traffic on the router to track voice quality issues (if the user router supported these features Show less



Convergys

• Technical Support Agent

  • Jun 2003 - Aug 2004

  • Answered inbound calls for cable based high speed internet service. • Used Remedy as the call tracking tool: log and track user queries • Assisted customers with internet connectivity issues. • Assisted customers with various computer issues related to internet usage, including troubleshooting and configuring email, browser and protocol issues. • Assisted customers with billing issues and scheduling of technicians for physical line and modem issues. • Performed initial… Show more • Answered inbound calls for cable based high speed internet service. • Used Remedy as the call tracking tool: log and track user queries • Assisted customers with internet connectivity issues. • Assisted customers with various computer issues related to internet usage, including troubleshooting and configuring email, browser and protocol issues. • Assisted customers with billing issues and scheduling of technicians for physical line and modem issues. • Performed initial troubleshooting for tickets to be escalated to network support teams or hardware support groups Show less



Netway Computing

• Service Desk

  • May 2002 - Jun 2002

  • Handled computer hardware and software problems • Assisted clients in figuring out what kind of hardware & software they needed and wanted for new and upgraded computers