Jenson Samuel
IT Support Analyst
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About
IT Support Analyst reliable and versatile in my approach to a project.
Experience
Provide Level I/II support via phone, email, web and deskside. Resolve all nature of technical issues with PCs, laptops, printers, mobile devices, TCP/IP settings, A/Visual operations, MS Office Applications, software, Group policy settings, phone systems, and Apple devices. Additionally provide Active Directory support, server support/administration, staff onboarding and off-boarding, and ticketing in ServiceNow. Successfully meet challenging SLA/SLOs.
- Resolved complex software issues, remote issues, security issues, docking station issues and DNS settings
- Addressed client issues with a high level of diplomacy, ensuring the highest level of customer satisfaction at all times
- Effectively resolved issues that may have originated in software, hardware or network challenges
- Escalated issues, thereby ensuring that problems are owned and solved by the most relevant groups
Education
Computer Administrator Certificate, Northern Alberta Institute of Technology, Edmonton, AB. 2002
Courses included: Hardware, Operating systems, Networking, Software, Security & Help Desk Administering
Bachelor of Science General Studies, University of Calcutta, Calcutta, WB.
Courses include: English literature, English language, Physics, Chemistry, Mathematics, Religious studies
Professional Development:
Comptia Network + Certification, SAIT, Calgary AB 2022
ITIL Certification, Axelos Global, Calgary, AB 2019
Flight Dispatch Certification, Mount Royal University, Calgary, AB 2017
Radio Telephone Operator’s Certificate restricted-Aeronautical 2017
CompTIA PDI+ Certification, SAIT, Calgary, AB 2013
Lenovo Field Service Technician Certification, City of Calgary, Calgary, AB 2013
Comp TIA A+ Hardware Technologies Certification, SAIT, Calgary, AB 2010
Comp TIA A+ OS Technologies Certification, SAIT, Calgary, AB
