PROFESSIONAL SUMMARY
Personable and knowledgeable IT support technician with over 20 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Experienced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Detail-oriented, organized and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
WORK HISTORY
HELP DESK SUPERVISOR 07/2022 to 05/2023
Chapmans Ice Cream, Markdale, Ontario
- Built quotes for procurement tickets through detailed analysis of client specifications and needs
- Composed and presented onboarding processes for all new clients
- Oversaw 50+ workstation deployments for SOW and procurement projects weekly
- Led review of all open tickets with team daily
- Used ticketing systems to manage and process support actions and requests
- Recruited, trained and supported help desk technicians and representatives
- Walked customers through step-by-step problem solving and enlisted extra help as required
- Developed and tested new product offerings prior to release to assist the development team in bug identification
- Monitored problem management database and followed up with assigned personnel
DESK SIDE SUPPORT SPECIALIST 03/2021 to 07/2022
Iron Service Global Canada Inc, Brampton, Ontario
- Resolved technical issues related to Microsoft Windows 7/8/10/Operating Systems
- Resolved technical issues related to Microsoft Windows 11 Operating System Apple iOS and Google Android OS
- Technical working knowledge on all aspects of end-user computing, to deal with complex technical issues, which could range from PC's, Laptops, Tablets, iOS/Android Mobile Devices Networking & Printers
- Resolved & troubleshoot complicated application issues
- Working knowledge in the use and support of Office 365 (i.e., Microsoft Word/Outlook/Excel)
- Working knowledge in the use and support of GSuite (i.e., GDoc/GMail/GSheet)
- Re-imaged Desktops and Laptops
- Setup Chromebox and Chromebook
SENIOR HELPDESK SUPPORT SPECIALIST 04/2012 to 08/2020
First National Financial LP Toronto, Ontario
- Used VMware update manager to create or edit baselines and baseline groups
- Performed upgrades to operating systems and layered software packages (i.e. VDI components, Windows services, or other enterprise apps) as necessary
- Performed backups, troubleshooting and problem resolution for servers associated with a VMware virtual infrastructure
- Maintained, upgraded, and implemented improvements to the VMware's infrastructure
- Assisted in the evaluation, recommended negotiations and contracts for the purchases of system software products
- Performed technical analysis, installation, maintenance and modification of operating system software
- Troubleshoot and resolve problems and monitored system performance while simultaneously supporting staff engaged in similar efforts
- Provided local and remote desktop support for corporate headquarters and 14 satellite locations
- Assisted in Implementing a Help Desk Support Department and Data Recovery Center
- Planned and managed the upgrade of 900 workstations to Windows 0365, 7 2000, and MS Office Suite
- Reduced the need for outsourcing technical repairs at a cost
- Led the company-wide installation and configuration of commercial and proprietary applications
- Established formal lines of communication for project teams including pagers and messaging boards
- Assisted in transitioning the company from an AS400 to ERP system involving critical data migration
- Reduced technical resolution turnaround time from two weeks to same day
- Troubleshoot network connectivity, network printing and user access issues
