Ezekiel Chavez

As part of the deskside support at Suncor, I was mainly responsible of working and managing the IT Café. I assisted both on site and remote clients with their IT concerns, while documenting every detail in multiple management and ticketing systems like, ServiceNow, Active Roles, Microsoft Endpoint Manager, and SCCM. I also took great pride in ensuring positive overall customer experience.

EXPERIENCE

DESKSIDE SUPPORT, SUNCOR

As part of the deskside support at Suncor, I was mainly responsible of working and managing the IT Café. I assisted both on site and remote clients with their IT concerns, while documenting every detail in multiple management and ticketing systems like, ServiceNow, Active Roles, Microsoft Endpoint Manager, and SCCM. I also took great pride in ensuring positive overall customer experience.

• Provided desktops, laptops, general hardware, and software support for local and remote clients, while keeping composure and providing great customer service as the face of the IT deskside team. 
• Performed dailyhands-on and remote troubleshooting and repair including but not limited to hardware troubleshooting, software support, account management, and GPO management.
• Managed incidents and tasks according to priority level and SLAs
• Deployed new Windows based image(PXE & Windows Autopilot) platforms to address uniqueSuncor requirements utilizing new and used workstations.
• Continued the use of ServiceNow to create, assign,update, resolve and close tickets.

IT TECHNICIAN, COMPUTER UPGRADING SPECIALISTS

Calgary, AB

Contract Work

April 2022 ( 2 Week Contract )

ASSET MANAGER, WEST JET

Calgary, AB

As part of the asset managing team, I made sure that all onboarding WestJet agents are provided with the right updated devices ( workstations & peripherals ) that they need. It was also my responsibility to keep the asset inventory updated, whether it was assets being deployed or returned. I also helped in the day to day troubleshooting of on-site incidents.

• Assisted WestJetagents with systemsetups, workstation resets,configuration, and troubleshooting.
• Prepared kits for work-from-home WestJet agents.
• Used ServiceNow ticketing system to create, assign,update, resolve and close tickets.
• Experience in using SCCM, push WestJetapplications to devicesusing SCCM
• Experience in using ActiveDirectory, creating/managing user accounts and adding users/devices to specific groups.

SEPTEMBER 2019 – MAY 2021

INFORMATION TECHNOLOGY (COMPUTER SYSTEMS), SAIT

• Capstone Project– Track Queue for stores in Calgary