Computer Application Support - NRC Canada
(2022-09)
- Used Assyst (Ticketing System), Altiris and Symantec software's to perform daily tasks
- Responsible for imaging and software installation on end user devices
- Maintained accurate record of installation including, but not limited to, quantities, serial numbers and asset numbers of installed hardware
- Troubleshot and resolution of business application and system problems
- Prepped returned machines for disposal including wiping and inventory
- Windows 10 Deployment Support includes image computers, install applications, configure computers, deploy computers and help users
- Shipping Hardware's
- VPN / My key
- Video Conference support Using MS Teams and Webex provide support for clients working remotely solving microphone and audio issues as well as account credential problems
- Asset Management Coordinate with Tower Support for the disposal of assets which are no longer valid to be on the network (loners, obsolete, or broken equipment which included PC's, laptops, scanners, printers, KVM Switches, etc.)
- Prepared to have IT equipment sent to IT Maintenance, change status of assets to be disposed and coordinated with Asset Management to have them removed from building
- Computers and laptops' hard drives were erased using DBAN before being sent off to Asset Management and properly labeled as Surplus, filled out proper forms to identify the equipment being sent off
- Resource Centre Technical Analyst Provided technical assistance to clients having issues with mobile phones (password resets, device activations), Ipads, Laptops
- Assisted with Laptop loans, re-imaging of laptops returned from clients, installed requested software on laptops to be used as loaners
- Password and Token Pin resets for Secure Tokens (using RSA Admin)
- C5 password resets and account administration (Active Directory)
- Assisted clients with VPN and SignetWeb log in using CyscoAnyConnect
- Ipad transfers, wipes, and activation walkthrough with clients
- Windows 7 Implementation Officer Migration from Windows XP to Windows 7 for approximately 4,000 users in a local area network (LAN)
- Provided follow-on technical support and coaching to clients on a LAN network on the use to COTS software such as MS Outlook, MS Office 2010, as well as Internet Explorer
- Primary Lead for Pilots 1 & 2 for testing phase (installation on various hardware) for the Windows XP to Windows 7 migration on a secret level and un-classified local area network (LAN) with more than 2,500 users and associated workstations
- This includes both hardware and software support work
- After the workstation is upgraded to Windows 7 or a new workstation is physically installed, installed DFAIT's Optional Packages (non-baseline software) including software such as Info bank, MS Access 2010, WordPerfect, Remedy, Visio 2010, Project 2010, Adobe Acrobat Pro 10
- Installed hardware software for HP and Fujitsu Scanners, Seiko Smart Label Printers
- Installed hardware the client was using prior to the installation on the new workstation such as Label Printers, Scanners (HP and Fujitsu), Local Printers (Lexmark Series), and the re-installation of C5 KVM switches to the new machine
IT Support Agent - Shared Services Canada
(2018-04)
Networking understanding, Active Directory and Exchange account management, computer hardware and software troubleshooting, VOIP/telephony support, mobile device support, networked multi-function printer repair, audio visual/meeting/collaboration system support, and IT service equipment.
Experience with MS Office 365, ICE Bar, HCCS Support Apps, SAP, BlackBerry Enterprise & EMDM, Windows/Software upgrades, Cisco, software implementation, Remote Desktop Services, and remote networking tools, as well as knowledge of supporting and configuring different client-side applications and software.
- Used Microsoft Windows Remote Assistance to provide IT user help and used VPN to support problems for various clients
- IT service management coordination for email, BlackBerry, Apple iPhones, FTP and cable management
- Assisted users with backing up and recovering any files lost
- Assisted users with creating new, modifying and removing file access, shared mailbox access, personal mailboxes and external contacts and security groups from control panel and outlook
- Modify public folders
- Able to add, modify, remove, and map group management tasks
- Performed maintenance of email distribution list within Outlook
- Integrate Enterprise connect into mailboxes and file shares
- Assist with operational equipment within a meeting room
- Experience of Incident Management, Service Request Management, Problem Management, and Asset Management, including how to implement them
- Setting up user profiles and access
- Used Microsoft Windows Remote Assistance to provide IT user help and used VPN to support problems for remote workers
- Worked closely with users with their account mgmt. and provided support in MS Windows LAN environment
- Providing level 2 remote and desk side support for personal computer (PC) hardware/software, local area network (LAN), email systems, thin client, and PC peripherals
- Providing technical support for Android and iOS mobile devices by installing, configuring, and supporting computers, notebooks, and tablets
- Ability to troubleshoot Cisco Teleconferencing systems
- Ability to manage RSA accounts (create/modify/delete)
- Ability to activate mobile devices via SSC
- Performing problem analysis when troubleshooting software and hardware problems using a ticketing system such as SM7 or SM9
Deskside Support Technician - Ladane computer Electronics
(2015-09)
Provided onsite support using Remedy tracking software to create trouble tickets and document work tasks for hardware and software issues.
- Using Remedy tracking software, create trouble tickets to log, activate, and document work tasks for associated trouble calls related to a variety of hardware and software issues that were then completed for the installation
- Upon completion of the installation, using Remedy, changed the asset status and created trouble tickets for any support required post installation (example missing software, problems with Outlook or other software related issues)
- In working on the Windows 7 upgrade, used the Replace Scenario within USMT to replace, install, and configure the new workstation hardware physically, new network printers, Smart Label Printers, Scanners and other hardware peripherals for the client
- As part of the cyclical replacement team, installed and maintained thin client hardware and software and peripherals (KVM switch) on the C5 classified systems
- Dismantled and reconfigured C5 systems and provided troubleshoot support with new set ups
- Coordinate multiple IM/IT projects simultaneously, including migrating and configuring Windows through Windows 7, program testing, installation and support on various hardware and apply cyclical updates on Remedy, for various clients
- Setting up Antivirus for customers
Customer Service Representative MSI / Help Desk Specialist - Bell Canada
(2017-05 - 2018-01)
Bell Canada is one of the largest telecommunications companies covering Ontario and Quebec. Headquartered in Montreal, Bell provides broadcasting, wireless, smart home, and business services through more than 8,000 retail points of distribution across Canada. As the Help Desk Specialist for Bell Canada, was the frontline support providing timely resolution to technical issues, assisting users with hardware, software, and network problems, maintaining detailed records, and offering guidance on IT procedures.
This role demanded strong technical knowledge, excellent communication skills, and a customer-focused approach to ensure smooth IT operations and user satisfaction within the organization.
- Completed the necessary reporting process in an accurate and timely manner
- Monitored telephones and assisted with answering and providing information to customers and other staff members
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- Resolved issues/questions with standard software such as Microsoft Office
- Microsoft Outlook, Outlook Express configuration, backup, troubleshooting
- Troubleshooting technical computer hardware/software problems
- Setting up user profiles and access
- Assisted users with creating new, modify and remove file access, shared mailbox access, external contacts, personal mailboxes and security groups from control panel and outlook
- Able to add, modify, remove, and map group management tasks
- Performed maintenance of email distribution list
