Experience

Health Canada | Santé Canada

• Canada
• Government Administration
• 700 & Above Employee

• • Feb 2017 - Present

  *Offer VIP level desktop support for employees of the Public Health Agency of Canada and Health Canada, *Offer 2nd level desktop support for employees of the Public Health Agency of Canada and Health Canada, following consolidation of several common internal services.* Resolve incoming incidents both in person and using remote tools in a quick and efficient manner and log the work in HP OpenView ServiceCenter.* Cooperate with team members to find solutions to problems and coordinate with the client for resolving calls and completing projects* Network support; User connectivity support, user access to network applications, network printers* Applications support: MS Office 2003/2010, Windows XP SP3, Lotus Notes 8.5, RDIMS (document database), Acrobat Reader/Professional, Firefox 3.5-10, Internet Explorer 8.0, Oracle, Docubridge, Microsoft Outlook* Hardware support: Scanners, Printers (local and network), Label Printers, Monitors, Desktops and Laptops Show less

• • Oct 2012 - Present

  *Offer 2nd level desktop support for users of the Public Health Agency of Canada and Health Canada, following consolidation of several common internal services.* Resolve incoming incidents both in person and using remote tools in a quick and efficient manner and log the work in HP OpenView ServiceCenter.* Cooperate with team members to find solutions to problems and coordinate with the client for resolving calls and completing projects* Network support; User connectivity support, user access to network applications, network printers* Applications support: MS Office 2003/2010, Windows XP SP3, Lotus Notes 8.5, RDIMS (document database), Acrobat Reader/Professional, Firefox 3.5-10, Internet Explorer 8.0, Oracle, Docubridge* Hardware support: Scanners, Printers (local and network), Label Printers, Monitors, Desktops and Laptops Show less



Public Health Agency of Canada | Agence de la santé publique du Canada

• Government Administration
• 700 & Above Employee

• Technical Support Analyst

  • Nov 2010 - Oct 2012

  Offer 2nd level desktop support for users of the Public Health Agency of Canada * Resolve incoming incidents in a quick and efficient manner and log the work in HP OpenView ServiceCenter. * Cooperate with team members to find solutions to problems and coordinate with the client for resolving calls and completing projects * Network support; User connectivity support, user access to network applications, network printers * Applications support: MS Office 2003/2010, Windows XP SP3, Lotus Notes 8.5, RDIMS (document database), Acrobat Reader/Professional, Firefox 3.5-10, Internet Explorer 8.0, * Hardware support: Scanners, Printers (local and network), Label Printers, Monitors, Desktops and Laptops Show less



CGI

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• • Dec 2009 - Nov 2010

  * Offer 2nd level support for users of the Department of Foreign Affairs, Trade and Development (previously named Canadian International Development Agency)* Resolve incoming service requests and incidents in a quick and efficient manner and log the work in a Remedy ticket system.* Cooperate with team members to find solutions to problems and coordinate with the client for miscellaneous tasks, such as moves and hardware installations* Network support; User connectivity support, user access to network applications, network printers (supplies replacement and troubleshooting)* Applications support: MS Office 2007, Windows XP SP2, Lotus Notes 8, EDRMS (document database), Acrobat Reader, Firefox 3.0, Internet Explorer 7.0, SRA, SAP.* Hardware support: Scanners, Printers (local and network), Label Printers, Monitors, Desktops and Laptops Show less

• • Aug 2009 - Dec 2009

  * Process incoming requests from Bell Canada employees and first-level helpdesk* Use Microsoft Exchange 2007 Console, PowerShell, Exchange System Manager and Active Directory 2003 to create and make modifications to existing user accounts, mailboxes, resources, distribution lists and public folders* Provide assistance to first level agents by answering technical questions regarding Exchange and coaching them on the procedures regarding changes made in Microsoft Exchange.

• • Jul 2007 - Jul 2009

  * Provide 1rst level telephone support to Bell Canada employees across Canada* Resolve problems with Microsoft Outlook (2002-2003), Blackberry and Microsoft ActiveSync devices, and other messaging services* Support internal office communications services (OCS), Microsoft Office Communicator 2007 and Live Meeting 2007.* Provide coaching and information to users on applications and handhelds* Use Active Directory to provide accurate support and resolution* Escalate issues and work orders to 2nd level and Microsoft Exchange administrators and report back to user when work is complete. Show less



Eagle Professional Resources

• Canada
• Staffing and Recruiting
• 1 - 100 Employee

• Service Desk Agent

  • Mar 2006 - Jul 2007

  * Document incoming calls from government end-users in Peregrine ticket system * Resolve application, network connectivity and user problems * Provide coaching and information to users on application use and understanding * Use Novell Netware and Console One for password resets and account management * Use Microsoft Exchange server for Outlook account password resets and management * Research unknown problems online and consult other agents for assistance * Document incoming calls from government end-users in Peregrine ticket system * Resolve application, network connectivity and user problems * Provide coaching and information to users on application use and understanding * Use Novell Netware and Console One for password resets and account management * Use Microsoft Exchange server for Outlook account password resets and management * Research unknown problems online and consult other agents for assistance



Anjura Services Inc

• Ottawa, Canada Area

• Technical Support Consultant

  • Aug 2004 - Mar 2006

  * Troubleshoot technical Bell Business DSL and dial-up issues through analysis and questioning * Improve interpersonal communication skills while dealing with difficult clients * Communicate with customers and co-workers in order to fix problems * Take notes and enter client's information in Remedy ticketing system * Troubleshoot technical Bell Business DSL and dial-up issues through analysis and questioning * Improve interpersonal communication skills while dealing with difficult clients * Communicate with customers and co-workers in order to fix problems * Take notes and enter client's information in Remedy ticketing system



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Consultant

  • May 2004 - Aug 2004

  * Receive inbound phone calls from Rogers residential customers; guarantee satisfaction * Diagnose and troubleshoot cable Internet connectivity and e-mail issues * Receive inbound phone calls from Rogers residential customers; guarantee satisfaction * Diagnose and troubleshoot cable Internet connectivity and e-mail issues



NBA Communications

• Ottawa, Canada Area

• Computer Technician

  • Sep 2003 - Feb 2004

  * Support of Windows 98/2000/Novell 4.11 network.; upgrade network from Windows 98 to Windows 2000; build images with Norton Ghost and install * Assemble and disassemble computer systems * Install / troubleshoot Ms Office 2000 and Adobe software applications * Support of Windows 98/2000/Novell 4.11 network.; upgrade network from Windows 98 to Windows 2000; build images with Norton Ghost and install * Assemble and disassemble computer systems * Install / troubleshoot Ms Office 2000 and Adobe software applications