Experience

NRT Technology Corp.

• Canada
• Gambling Facilities and Casinos
• 100 - 200 Employee

• Technical Support Representative

  • Oct 2018 - Present

  • Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced. • Consult user guides, technical manuals and other documents to research and implement solutions. • Provide advice and training to users in response to problems and solutions log for use by other technical support analyst. • Participate in the redesign of applications and other software. • Fast paced environment, work under pressure, tight deadlines – maintain SLA agreements. • Handle major escalations from Casino Floor Staff, Directors, Managers and/or VP. • Monitor over 100+ Kiosk and ATM from hosted ATM Web software, Backoffice. • Install/Re-imaged ATMs, via Remote Support Sessions using Bomgar.



BMO

• Canada
• Financial Services
• 700 & Above Employee

• Remote Support Technician

  • Jan 2016 - Jul 2018

  • Initial point-of-contact and triaged out of scope issue to the correct departments. • Provided courteous service to internal customers when they contact the Help Desk for technical assistance. • Generated detailed incident tickets using Remedy, verified severity of the problem and resolved it at first level whenever possible. • Escalated to 2nd level or 3rd level as needed. • Remote controlled and managed permissions and security groups within Active Directory. • Adhered to clearly defined Service Level Agreements, follow pre-defined processes for gathering or confirming customer information and maintain quality performance in call handling. • Supported Mobile devices (Blackberry, iPhone, iPad etc.) & VPN support for remote users.



Compucom

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Desk Specialist

  • Mar 2014 - Dec 2015

  • Coordinated, diagnosed and troubleshot incoming employee calls. • Accommodated support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. • Presented timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. • Provided case status updates to management and end-users. • Supported and maintained effective relationships with users. • Developed, documented, and implemented standard operating procedures and customer service guidelines relating to remote IT support. • Accounted for advising and assisting ¬users in solving problems related to hardware, software, networks and peripherals using available technology. • Trained newly hired employees in small classrooms, effectively communicated technical information and business relations to newly hired employees. • Effectively used Active Directory & Active Roles Server to access critical account information and perform account activities. • Support user account management (creation/deletion) for applications and telephony systems.



Sheridan College

• Canada
• Higher Education
• 700 & Above Employee

• Laptop/Classroom Support Technologist

  • Mar 2011 - Sep 2013

  • Troubleshoot and resolved technical support issues including all printer problems for Sheridan College, using SSH Client • Assigned laptops to Faculty and Students of Sheridan College • Performed installations, maintenance, diagnostics, repairs and upgrades of PCs • Imaged desktop computers and laptops using Norton Ghost 8.0 • Built, setup and configure desktop computers and install software in classrooms • Maintained computer inventory and asset tracking through SharePoint2010 • Maintained a log of all incoming issues using People Soft 8.5, ensured closed problems were adequately documented • Consulted with IT service owners to ensure accurate, timely service provision in accordance with established service level agreements • Triaged and troubleshoot software, hardware, server and network issues • Performed Analysis of IT problems and communicating resolution of problems directly to customers in a timely and accurate manner following the established service level agreements and processes • Mentored co-op students • Responsive to IT emergencies · Trained users on IT products, processes and Sheridan specific setup and configurations