Lizanne Edwards

Results-oriented and knowledgeable professional with more than 20 years’ experience as an IT Helpdesk analyst. Strong business acumen, providing excellent client service, technical, analytical and oral and written communication skills, always keeping in mind the goals of the organization as my prime objective. Works independently with minimal supervision, collaborates well with others with strong problem solving and organizational skills and the ability to thrive in high pressure environments.

Exceptional team leadership and training skills, providing cross-functional supervision to multidisciplinary local and international departments.

Tier 1 IT Tech/Desktop Support - Toronto Catholic District School Board - Hybrid-Contract

(2023 - 2024)

• Provide Board and Educational Staff with day to day assistance of unlocking accounts, creating and ensuring strong and complex passwords, remoting to User device to assist with formatting of documentation, preparation of Student’s Report Cards
• Manipulating documents in Internet Explorer format to work within Microsoft Edge (“Edge in IE mode” to accommodate new software requirements)
• Monitor Ticketing System and ensure request by Staff is completed and/or escalated to various T2-T3 Teams

IT Tech/Desktop Support - Access Cash General Partnership

(2017 - 2019)

• Deploy and configure new hardware, such as desktops, laptops, various cell phones brands, surface pros and peripherals with Microsoft and ACGP software.
• Address and prioritize tickets assigned in ATM Force ticketing system regarding any hardware or software issues clients (internal/external) are experiencing.
• Setup PC’s and/or monitors for new hires or replacements, and relocate hardware if users are moving.
• Ensure all issues and required changes such as: resetting forgotten passwords, locked accounts in Active Directory, email malfunctions, broken phones or peripherals are promptly restored.
• Provide assistance via remote desktop and over the phone, troubleshooting issues that arise with computers, laptops, surface pros and cell phones to nationwide employees.
• Ask targeted questions to diagnose problems and respond to user inquiries to resolve issues.
• Executed routine online or batch production to perform regular scheduled processing cycles.
• Use LanGuard GFI network security scanner and patch management solution software to observe and maintain User hardware to ensure there are no vulnerabilities or viruses and the hardware is healthy and updated with the appropriate Microsoft and additional software updates.
• Selected Contributions:
• Researched, selected and implemented new software throughout the organisation.
• Developed “how to” user friendly training documentation for staff and external users regarding new software.

Technical Support Analyst /Desktop Help Support - Stikeman Elliott LLP

(2007 - 2016)

• Provided analyst support of user provisioning and management of Active Directory, VPN, Citrix and RSA SecureID.
• Provided telephone and/or onsite support for Microsoft based products including Operating Systems and Law Office Applications
• Configured Blackberry, iPhone, and Samsung Phones as well as and iPad, laptops and desktops as well as installed and configured Blackberry devices for clients’ desktops and laptops.
• Provided document support to clients, as well, as telephone and/or onsite support for Microsoft based products.
• Selected Contributions:
• Rolled out new Windows 2000 to XP software for employee desktops and laptops ensuring end to end user implementation.
• Spearheaded on call after hour’s rotation employee service desk support, providing 24 hour client assistance.

Senior Legal Administrative Assistant/Document Specialist - Stikeman Elliott LLP

(1997 - 2007)

• Converted and formatted both internal and external documents to comply with the firm’s guidelines, as well as diagnosed and resolved corrupted documents.
• Provided word processing support which included drafting, proofing, revising, black lining, scanning and formatting correspondence, memorandums, presentations, organizational charts and complex documents
• Maintained accurate accounting records, communicating with internal staff and clients, scheduled appointments, arranged conference calls, co-ordinated meetings, court appearances, conferences and organized travel arrangements.
• Coordinated work with other legal assistants and business support services to ensure required actions were completed in a timely manner and ensured appropriate support was provided to the legal practices they supported.
• Selected Contributions:
• Provided training and mentorship to junior and intermediary assistant; developing training guides, sourcing e-training modules and providing one on one job shadowing.
• Developed universal data reconciliation management system to preserve the institutional memory of the organisation.

Diploma - Business Practices, Legal Administrative and Computer Sciences - TORONTO SCHOOL OF BUSINESS (1997)

Certificate - Support Centre Analyst - HDI (2006)