Desktop Support Engineer at Honeywell (2024-07 – 2025-09)
- Manage IMAC and desk side support services.
- Manage hard and soft break fix services for laptops and desktops.
- Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
- Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by the vendor.
- Ensure that each Desktop Device is installed with the appropriate Desktop image.
- Manage Desktop Devices (hardware and software) incidents through to resolution.
- Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
- Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team is unavailable like for MI calls.
Desktop Support Engineer L2 at WSP (2023-06 – 2023-08)
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Consulted via telephone to understand user problems, run through testing scripts, and ask probing questions to locate root causes.
- Completed root cause analysis on routine and complex problems.
- Set up equipment for employee use.
Technical Support Engineer at AHS (2022-05 – 2022-06)
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Collaborated with teams to solve technical customer problems across product suites.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Instructed personnel on new systems and software via presentation and provision of training materials.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
Service Desk Analyst at CBE (2021-05 – 2022-02)
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
System Analyst at Bow Valley College (2014-12 – 2018-06)
- Coordinated installation of updated computer programs and systems.
- Troubleshooting and resolving problems with programs and systems.
- Developed and managed project plans while providing status updates to management.
- Revamped existing system to improve functionality or repurpose for new requirements.
- Tested newly installed programs and applications to validate operability.
- Maintained and created user account profiles and passwords, facilitating company-wide security.
User Support Analyst at Murphy Oil (2012-06 – 2013-04)
- Maintained a positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
