Experience

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  Canada Border Services Agency | Agence des services frontaliers du Canada

  • Border Services Officer

    • Jul 2022 - Present

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  Modern Niagara

  • Canada

  • IT Support Specialist

    • Feb 2022 - Sep 2022
    • Canada

    Evaluate documented resolutions and analyze root cause to prevent future problems.Maintain end user Computing and Mobile devices and applications.Field incoming help requests from IT Concierge and end users via both telephone and e-mail in a courteous mannerWith an eye to continual service improvement, build rapport to gain a holistic view of clients issues/requestsContinually prioritize issues/requests based on urgency and impact. Escalate problems (when required) to the appropriately experienced technician or vendorRecord, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolutionApply diagnostic utilities to aid in troubleshootingAccess software updates, drivers, knowledge bases, and frequently asked questionsKeep pace with the software and hardware used and supported by the organization, while continually looking for areas for improvementPerform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing, implementing file backups, and configuring systems and applicationsInstall anti-virus and remote access softwarePerforming preventative maintenance, including checking and cleaning of workstations, printers, and peripheralsTest fixes to ensure problem has been adequately resolvedPerform post-resolution follow-ups to help requestsDevelop help sheets and frequently asked questions lists for end users. Collaborate with teammates for maintaining a current knowledge base of best practices, issue resolutions

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  Al Basit Technology Solution LTS

  • Vancouver, British Columbia, Canada

  • Information Technology Technical Support

    • May 2016 - Sep 2022
    • Vancouver, British Columbia, Canada

    Performed helpdesk duties, answering user inquiries regarding computer software and hardware operating. Working on E-Commerce solutions (website build)Supporting SCOM troubleshootingWorking on Azure basics for identity access management.Working on VMware environment

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  GCT Global Container Terminals Inc.

  • Delta, British Columbia, Canada

  • IT Support Specialist

    • Sep 2021 - Feb 2022
    • Delta, British Columbia, Canada

    Identifying the source of a user’s problems (network, computer, software or other) over the telephone through systematic questioning Supporting the desktop and yard equipment in GCT Canada’s lower mainland sites: Deltaport, Vanterm and downtown Vancouver.Responding physically to site when appropriate to diagnose, repair and maintain computer systems Providing advanced instructions to the user on how to solve the problem, or in serious cases, dispatch the calls to 3rd level support Proactively identifying and suggesting steps for prevention of future problems Proactively identifying solutions for mounting and use of industrial computers in the industrial setting Deployment of computer systems in both office and industrial equipment Keeping records of the equipment user problems to allow trend analysis

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  ACE Computer & Wireless Solutions

  • New Westminster, British Columbia, Canada

  • Technical Support Help Desk

    • Jan 2010 - Dec 2014
    • New Westminster, British Columbia, Canada

    Tested hardware and software.Responded to client requests who are experiencing IT-related problems or who need assistance using a particular software application.Walked users through possible solutions and diagnostic procedures.Provided any other ad hoc support that the team needed., Perfect Computer & Wireless Solutions.Analyzed user requests and provided assistance.Successfully responded to customers via phone, email, or in-person for IT service requests;Monitored computer systems to ensure they are operational.Ensured data is backed up.Provided administrative support in purchasing IT equipment.

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  BC Safety Authority

  • New westminster

  • Client Support IT Analyst

    • Mar 2013 - May 2013
    • New westminster

    Performed helpdesk duties, answering user inquiries regarding computer software and hardware operating. Worked on Windows 2012Worked on VMware environmentConducted computer diagnostics, investigating, and resolving problems, and providing technical assistance and support through different channels.

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  Perfect Wireless Solutions

  • Coquitlam, British Columbia, Canada

  • Technical Support Help Desk

    • Jan 2010 - Dec 2012
    • Coquitlam, British Columbia, Canada

    Analyzed user requests and provided assistance; Successfully responded to customers via phone, email or in-person for IT service requests;Monitored computer systems to ensure they are operational;Ensured data is backed up;Provided administrative support in purchasing of IT equipment.