Help Desk Analyst, HGS, August 2022- May 2022
Winnipeg, MB
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Presented network systems training and information to employees.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Maintained accurate inventory of owned and new equipment to support the availability of replacement parts when needed.
- Devised incisive workarounds and resolutions for IT-related problems.
- Used remote login tools to assist clients with technical and product questions.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Maintained up-to-date case documentation for future reference.
IT Support Specialist, 24-7 Intouch, April 2020 - March 2022
Winnipeg, MB
- Assisted customers by troubleshooting and resolving technical problems.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Trained new employees on support processes, procedures and knowledge base.
- Walked customers through processes of installing software or hardware and initial program start-up procedures.
- Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices. (Ticket Management and Escalation)
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Created robust end-user self-service tools and documentation for VPN Issues, Systems Malfunctions and Call support.
