Experience

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  Vertex Resource Group Ltd.

  • Calgary, Alberta, Canada

  • Business Process Analyst

    • Sep 2022 - Present
    • Calgary, Alberta, Canada

    • Use analysis and structured approaches to identify core business process and opportunities to lead process redesign for the purposes of business transformation• Collaborate with multiple groups to develop detailed process maps and business requirements to implement end-to-end process recommendations to maximize value• Champion process improvement principles, structures, and problem-solving to ensure appropriate processes are in place to foster a culture of process improvement• Challenge business practices to define performance metrics and ensure process integration to identify and mitigate issues and risks• Support the enhancement of Vertex education platforms, develop solution documentation, and review Vertex work practice documents

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  Payload

  • Canada
  • Oil and Gas
  • 1 - 100 Employee

  • Lead Application Support Analyst, and Technical Writer/Content Creator

    • Jan 2018 - Jun 2022

    • Oversaw the creation and management of over 500 work orders and users, and over 250 locations and bid rates within the Payload system• Created knowledge base library of 100+ articles coverage procedure, use, and troubleshooting Payload mobile and web applications• Identified gaps in workflow, which allowed for a drastic increase in first touch resolution 50%+• Marketing/Content Creation: - Marketing: Served as technical writer drafting 50+ digital campaigns, 8 blog posts, 6 SOP’s for both internal and external use, how-to manuals, internal website content, and managed company LinkedIn content - Analytics: 1. Identified areas of improvement by introducing industry standards of practice to internal procedures2. Increased company website and LinkedIn unique visitor engagement by 33%3. Identified areas of improvement to drive an 11% increase in user sessions, and 3% reduction in bounce rate

  • Field Operations Support Contractor

    • Oct 2017 - Dec 2017

    Payload helps producers and operators address the inefficiencies in their operations, from first request to final invoice. It saves time in the field, and gives head office better visibility and control. Simply and easily.Getting Market price is only half the story. Changes happen all the time. With mobile tracking and electronic ticketing Payload delivers a new level of transparency and real-time accountability to "Proof of Delivery”. With clarity and transparency Clients are assured they get what they paid for.With Payload, all critical information is captured including change orders and approvals. We always have the complete and proper information required to clear invoices. Nothing gets through without proper coding and pre-approvals in writing. This reduces the burden on accounts payable and approval processes. Audits are instant and discrepancies are cleared quickly. Vendors get paid faster.

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  WestJet

  • Calgary, Canada Area

  • Junior Network and Infrastructure Analyst

    • Jun 2016 - Mar 2017
    • Calgary, Canada Area

    • Managed end user accounts, permissions, and access rights for WestJet’s 5000+ employees• Provided ongoing support for mission-critical business applications and interfaces across WestJet’s 100+ destinations, spanning over 20 countries• Analyzed system, server, application, and input/output device performance during 12-hr/6-day rotational schedule • Acts as a point of contact for Technical Resources during the Incident Lifecycle• Logs, tracks, and reports on all Incidents relating to IT Services and IT Service Dependencies• Handles after-hours calls to the Service Desk Help Line• Provide support of test, training, staging and production environments by installing and testing application modifications• Maintains an awareness of scheduled Changes • Interact with application end users to maintain active involvement and understanding of the business priorities for application support• Ensure compatibility and interoperability of planned and existing application systems.• Coordinate changes with other IT support teams and prepare change management documentation to move fixes and enhancements into production• Troubleshoot with sound understanding of various infrastructure disciplines; TCP/IP, Windows 2008, Cisco, Server OS, VM Ware and replication technologiesPurpose: The Information Technology Operations Center (ITOC) is a centralized support team that is the first line of support to prevent the loss of availability to WestJet's IT infrastructure and Applications 24x7x365. In addition, the ITOC Infrastructure Analyst's role is to participate in the planning, implementation and sustainment of business application solutions, in support of multiple mission critical tier 1 applications. This positions key responsibility includes application incident management, root cause analysis, problem resolution and closure.

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  Alberta Insurance Council

  • Calgary, Canada Area

  • System Administrator

    • Oct 2015 - Mar 2016
    • Calgary, Canada Area

    • Coordinated company-wide telecommunications transition to cloud-based communication and collaboration product• Managed communications electronic and connection solutions for 25-50 staff members across Calgary and Edmonton• Developed, documented, and maintained policies, procedures and associated training plans for system administration and appropriate use Operational Management• Manage all end-user operating systems and software.• Manage communications (e-mail, Instant Messaging, video-conferencing, telephone system, corporate website) and connection solutions, including workstation connectivity.• Ensure the integrity and security of enterprise data on host computers and databases and during data transfer in accordance to business needs and industry best practices regarding privacy, security, and regulatory compliance.• Participate in development and testing of business continuity plan.• Work in a project management capacity where needed.• Manage input/output fleet, including printers and scanners.• Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.• Perform and test routine system backups and restores.• Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on servers, input/output fleet, and workstations. • Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.• Support application development teams through project lifecycles.• Analyze system, server, and application, performance.

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  Pembina Pipeline Corporation

  • Calgary, Canada Area

  • Technical Support Analyst

    • Apr 2014 - Dec 2014
    • Calgary, Canada Area

    • Managed, inventoried, and allocated $100,000 in hardware and IT equipment• Administered MS Exchange 2010 in a multi–server, frontend – backend environment using clustered Exchange backend servers for 1500+ users• Testing, implementation and configuration of MS Exchange architecture as well as supporting various email applications. • Developing, maintaining and documenting detailed knowledge of systems management and process improvements for the MS Exchange environment. • Performing general system administration duties in a Windows Active Directory environment.• Monitoring Windows 2008 servers and troubleshooting issues.• The ability to determine when server, software and operating system upgrades are required and ensures all upgrades are completed as scheduled.• Monitoring MS Exchange systems for proper performance and perform diagnostics as needed.• General internal IT support and special projects as required.• Using established IT incident management tools such as Service Desk Plus and Service Catalog to respond to inquiries from the Pembina community.• Participating in weekend maintenance activities, as required.

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  Strike Energy Services Inc.

  • Calgary, Canada Area

  • Help Desk Technician

    • Aug 2013 - Mar 2014
    • Calgary, Canada Area

    • Coordinated company-wide transition to Microsoft Office 365• Served as Change Manager for Office 365 rollout, ensuring 100% user-adoption• Supported Calgary and Crossfield locations, providing remote support to 3 Strike locations Service• Resolve end-user IT issues such as software questions, PC hardware problems, Internet connectivity, configuration, etc• Travel to branch offices and provide onsite technical support for end users• Move, add, and change network and systems access for new, departing, or promoted employeesRepair• Troubleshoot software, hardware, and network issues• Identify trends and trouble spots, and anticipate maintenance repairs• Perform on-site repairs for PC desktop hardware, printers, and other peripheralsRecord & Delegate• Prioritizing work orders and help desk tickets using Spice Works.• Compiling, maintaining, and filing all repair records, reports, and related documents• Assisting network technicians in installing network interface cards, hubs, switches, network cabling, etc• Recognizing and escalating complex issues to tier three support technicians

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  New York University

  • New York, New York

  • Information Technology Support Technician

    • Aug 2011 - May 2013
    • New York, New York

    • Provided end-user support for telecommunications for approximately 12, 000 faculty, administrators, and staff; and over 50, 000 students • Responded to technology incidents across NYU’s locations in North America, South America, Australia, Europe, and the Middle East, documenting and tracking incidents with Service Now and Remedy ticketing systems• Troubleshoot hardware/software and computer system problems• Managed and programmed Avaya and Cisco-based telecommunications equipment, ensuring minimum downtime and 75+ first touch resolution rate

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  US Navy Reserve

  • Fort Dix, NJ

  • Cryptologic Technician Technical (CTT)

    • May 2009 - Jan 2011
    • Fort Dix, NJ

    Provided support to forward deployed units in the Arabian Gulf by analyzing, filtering, and tracking radar data from national overhead collection systems in support of fleet operations and the Global War on Terrorism at the Northeastern Army Reserve Intelligence Support Center, Fort Dix, NJ.

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  US Navy

  • Pearl Harbor, HI - (USS CHAFEE) DDG 90

  • Cryptologic Technician Technical (CTT)

    • Nov 2003 - Sep 2008
    • Pearl Harbor, HI - (USS CHAFEE) DDG 90

    • As a Cryptologic Technician Technical, my primary task was to provide Anti-Ship Missile Defense (ASMD), by operating electronic receivers, signal modifiers, magnetic recording devices and associated peripherals in the collection of airborne, shipborne and land-based radar signals. My secondary task was to collect, analyze, and disseminate time critical electronic intelligence data to warfare and unit commanders in support of national tasking, and the Global War on Terror• As a Electronic Warfare Module Supervisor, I was entrusted with many responsibilities to include: Schedule deconfliction (Scheduling equipment maintenance, and shipboard preservation, and other tasking while balancing the ship's daily schedule) problem resolution through training of personnel, evaluating and disciplining junior personnel, as well as creating and implementing change in current procedures to improve time management and personnel efficiency• Served 500+ hours watch-standing as Petty Officer of the Watch and Internal Rover ensuring ship spaces were safe, and that myself and fellow sailors conform to standing policies such as uniform appearance, military bearing, equal opportunity, courtesies, and any other rule set forth by the UCMJ and other military publications which govern a service members behavior• Firefighting/Damage Control: Served as member of USS CHAFEE's at-sea and in-port Fire Fighting Team. Successful completion of 'Shipboard Fire Fighting Team Training'. Fleet Training Group, Pearl Harbor, HI. J-495-0418.• Successfully budgeted, procured, and inventoried over $50,000 in repairable parts• Member of USS CHAFEE's emergency in-port rapid response team • Qualified to use 9mm (Marksmanship awarded), 12-gauge shotgun, 40mm grenade launcher, Dual Mounted .50 caliber machine gun, M16 Rifle (Marksmanship awarded)