Experience

Strike Group

• Canada
• Construction
• 200 - 300 Employee

• Senior Support Analyst

  • May 2022 - Present

• IT Support Analyst

  • Jan 2021 - May 2022



ConocoPhillips

• United States
• Oil and Gas
• 700 & Above Employee

• IT Desktop Support Analyst

  • Oct 2019 - Sep 2020

  • Focus resolution of incidents and requests assigned to Deskside Support team in accordance with Incident Management processes • Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications • Develop & Maintain Process Documentation Assist in the evaluation of new computer hardware and software • Supporting the Common Operating Environment (COE) desktop (Windows 7,10, Office 2010). • Using PC Toolkit to build & deploy PC based hardware to the BU • Managing hardware assets and inventory • Managing orders of IT equipment and supplies • Co-ordination of e-cycle program • Co-ordination of hardware service through vendors to Canadian field sites • Troubleshooting pc problems and system analysis through the use technical tools • HP / Dell hardware troubleshooting and maintenance • Support and troubleshoot peripherals, such as printers and scanners • Deploy and Assist with supporting company phone systems including landline and mobile phone and device, such as smartphones and tablets. • RSA Credentials Management. Enable Pass code, create New/Reset PIN Codes. Show less



WestJet

• Canada
• Airlines and Aviation
• 700 & Above Employee

• IT Deskside Support (DAST) Analyst

  • Feb 2019 - Aug 2019

  • Performed Installs, configured and assisted users with ongoing usability of desktop computers, peripheral equipment and software.• Troubleshot computer problems, performed hardware and software diagnostics, coordinated needed repairs, resolved computer system problems, including coordination between users and components of a local area network, and participated in the evaluation of system configuration and software.• Prepared new computer asset for deployment to staff members.• Retried faulty computer hardware and prepared them for disposal/recycling• Pushed and installed software as required via SCCM• Maintained computer hardware inventory via SCCM• Provided quick response and resolutions for incidents escalated by WestJet Service Desk• Participate in the project to migrate of staff members and the deployment of new hardware into WestJet’s new hangar.• Participate in the project to Migrate to Windows 10 from Windows 7 Show less

• IT Operations Center (ITOC) Analyst

  • Jun 2018 - Feb 2019

  • Logs, tracks, monitors, investigates and reports on all IT-delivered systems.• Logs, tracks and reports on all Incidents relating to IT Services and IT Service Dependencies.• Provides a summary reporting to ITOC ODM at the end of each shift • Point of contact for Incident\Outage handling• Operates Standard Runbook Procedures on behalf of all Operational Teams • Handle after-hours calls to the Service Desk Help Line• Maintains an awareness of scheduled changes occurring and mediates when change owners are working outside of approved change windows• Perform changes to IT Infrastructure and Applications as per the request of other IT Teams • Participate in root-cause analysis and facts gathering Show less

• Senior Service Desk Analyst

  • Feb 2018 - Jun 2018

  • Respond to client technical issues and requests for service.• Create and manage client accounts in Active Directory, Exchange, Sabre, Airwatch, NetTracer, iCloud• Diagnosed hardware and software issues in the Windows (XP, 7, 8 and 10) and Mac (OSX) environments and also Microsoft Office (2003, 2007, 2010, 2013, 2016 and 365).• RSA Credentials Management. Enable Passcode, create New/Reset PIN Codes.• Citrix environment. Monitor and troubleshoot Citrix credentials authentication issues• Work with other support groups as necessary to resolve client issuesProvided documentation feedback to create/improve current WestJet Knowledge Base documents Show less



Compugen Inc

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

• Service Desk Analyst

  • Apr 2016 - Feb 2018

  • Provided Service Desk support to users either via phone, email or desk side as required, for companies such as Enbridge, Suncor, Cenovus, Reliance, Vale and 20 other clients Each with different procedures and guidelines to follow • Performed a variety of network problem analysis and monitoring tasks, monitor network management systems and responded appropriately to user requests and problems • Performed initial problem analysis and triaged problem to other appropriate staff when appropriate • Assisted in software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Performed post-resolution follow-ups to help requests. • RSA Credential Management including creating users accounts, enabling passcodes and helping them set up pins. • Logged and tracked all client requests and activities to completions using ServiceNow, ITSM, Footprints, Service Desk plus, Microsoft System Center and Cherwell. • Monitored and troubleshot issues in the Citrix environment (Credentials authentication and hung sessions). • Diagnosed hardware and software issues in the Windows (XP,7,8 and 10) and Mac (OSX) environments and also Microsoft Office (2003, 2007, 2010, 2013, 2016 and 365) • Remote Desktop Utilities. • Trained new Analyst. • ADS network credentials authentications related issues. Show less



Industrial Safety International Inc. (iSi)

• Canada
• Environmental Services
• 1 - 100 Employee

• Systems Analyst - Information Technology Executive Support

  • Feb 2015 - Feb 2018

  • Provides Deskside troubleshooting (data maintenance, hardware, software, and network). • Provides AV setup and support for boardroom meetings/presentations. • Provides mobile device management and support. • Manage email infrastructure and communication with email service provider (Host Papa). • Maintain and update website using C-Panel. • Provide 24/7 on-call support to the CEO • Provides Deskside troubleshooting (data maintenance, hardware, software, and network). • Provides AV setup and support for boardroom meetings/presentations. • Provides mobile device management and support. • Manage email infrastructure and communication with email service provider (Host Papa). • Maintain and update website using C-Panel. • Provide 24/7 on-call support to the CEO



CNOOC Southeast Asia Ltd

• Hong Kong
• Oil and Gas
• 1 - 100 Employee

• I.T. Analyst/ ESA

  • Nov 2014 - Feb 2016

  • Respond to client technical issues and requests for service • Diagnosed hardware and software issues in the Windows (XP,7,8 and 10) and Mac (OSX) environments and also Microsoft Office (2003, 2007, 2010, 2013, 2016 and 365) • Work with other support groups as necessary to resolve client issues • Log and track all client requests and activities to completion using ServiceNow • Listen effectively and respond with understanding and patience to client issues • Provide 1st level support for all applications within the Nexen network • Provide 1st and 2nd level support for Nexen core productivity applications • Support other Action Centre Analysts with their call resolutions • Perform follow-up on problem calls verifying accurate completion • Learn and adapt quickly to new applications, processes and problems that arise • Remote Desktop Utilities • Monitored and troubleshot issues in the Citrix environment (Credentials authentication and hung sessions). • RSA Credentials Management. Enable Passcode, create New/Reset PIN Codes • Participate as a Subject Matter Expert in projects requiring Action Centre input and feedback • Train new Action Centre Analysts • Provide one-on-one (JITT) training with clients • Participate in weekend on-call rotation • Volunteered to be one of my floors fire Marshals Show less



HP

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

• Senior Service Desk Analyst {Government of Alberta}

  • Nov 2013 - Nov 2014

  • First point of contact tech support for the Government of Alberta computer networks. Familiar with the Provincial Operation Center of Alberta (POC) and the Alberta Emergency Management Agency (AEMA) procedures. • Desktop support. Diagnosis on hardware and software issues. Windows XP, Windows 7, MS Office 2013/2007/2003. • McAfee Endpoint Encryption, User/Machine Recovery, Token Reset • ADS network credential authentications related issues • Network Resources, connectivity issues. • Printer-server issues • SMS app support. Software Push, SMS Services • Remote Desktop Utilities. • Citrix environment. Monitor and troubleshoot Citrix credentials authentication issues • Java configuration • Documentation. Feedback provided to improve/create GOA Knowledge Base documents. • RSA Credentials Management. Enable Passcode, create New/Reset PIN Codes. • ITSM 8.1 Create and follow up on existing tickets and/or escalate to the proper team when needed. • Bit locker Drive Encryption. Drive recovery, User Admin, coaching users on setting up pin, and Pin resets Show less



Rogers Plus / Fido Communications

• Winnipeg, Canada Area

• Shift Team Lead

  • Oct 2012 - Oct 2014

  • Worked in partnership with Sales Managers and team members to maximize store sales • Establishing trusting relationships with customers • Provides customers with superior knowledge of all the product lines and services available • Guided customers through decision making on what product best fits their needs • Provided follow up service and guidance • Duties also included the opening and closing of the store • Took pride in always finishing within the top ten sales people in my region every month • Help, set up and trouble shoot smart phones issues Show less



Redline Engineering Services LLC

• United States
• Staffing and Recruiting

• Deskside Support Analyst (Summer Internship)

  • Jul 2013 - Jul 2013

  • Installs, configures and assisted users with ongoing usability of desktop computers, peripheral equipment and software. • Troubleshot computer problems, performed hardware and software diagnostics, coordinated needed repairs, resolved computer system problems, including coordination between users and components of a local area network, and participated in the evaluation of system configuration and software. • Resolved technical problems with desktop computing equipment and software. Performed supported in person, on the phone, via remote desktop or email. • Accepted escalated requests to resolve complex problems, resolving problems using available resources. • Recorded accurate user and request information in the service management system. Updated and maintained the Work Log with pertinent information to resolve the request. • Transferred data and personalizes new computers when existing computers have reached end of useful life. • Accurately logged and tracked computers and peripherals in asset management database. • Trained and oriented users on use of hardware and software. Show less



MyMacDealer

• Canada
• Computer Hardware
• 1 - 100 Employee

• Corporate sales Representative

  • Jan 2011 - Jun 2012

  • Developed and maintains business relationships with current customers and prospective customers to generate new business for the organization. • Promote/sell/secure orders from existing and prospective customers through a relationship-based approach. • Demonstrates products and services to existing/potential customers and assists them in selecting those best suited to their needs. • Opening and closing of the store • Tech work like hard drive installations, Ram installs, Data transfers, rebuilding hard drives ETC. • Telephone support • Cleanliness of store and merchandising Show less



Centre Partners Management Llc

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Interim Site Director / Team Supervisor

  • Jun 2005 - Aug 2007

  • Manages site level metrics to goal as follows: site level AHTs (average handle time), site level conversions, and site service levels. • Analyzes data and prepares reports on a variety of subjects • Partners with appropriate parties to hold site level contests geared to motivate and improve performance of employees. • Ensures that mid-year and year end performance reviews are completed accurately and administered in a timely manner. • Partners with HR to conduct interviews with potential candidates for Senior Customer Service Representatives, Assistant Managers, Team Managers and Assistant Director level positions and makes hiring decisions. Show less