To continue to grow my career in Information Technologies, while helping a team achieve their goals. I have extensive Service Desk and Desktop Support experience as a domain administrator, analyst, technical lead and manager. I am looking to join an organization that looks to grow with its employees and promotes personal and professional development equally.
Jan 2012 - Present
Technical Support Analyst
Support multiple clients with various issues at contact via phone, e-mail and in person. Provide Desktop & printer support for all client systems. Provide senior level application and Service Desk related support. Support project work for hardware and software implementation ranging from installation testing, packaging and Active Directory changes as needed.
Sep 2009 - Jan 2012
Support external client while adhering to both client's and Long View's high standards of excellence. Provide Desktop support for all client systems Provide senior level application and Service Desk related support. Extensive work in Active Directory and Altiris to support desktops and user accounts.
Aug 2008 - Jul 2009
Customer Service Representative Level 3
Supported members with site related questions about technical, billing, communication and general usage issues Meet handle time metrics while maintaining call quality, customer service and security. Various projects to assist other coworkers with macros, general computer problems and career development
Jan 2006 - Jul 2008
Helpdesk Analyst/Desktop Support
Handled incoming calls and provided level 1 and 2 support of hardware, OS and various applications Created documentation and processes for the Helpdesk and assisted in coordinating these with other internal IT groups. Created desktop images and coordinated setup of new computers with other Desktop Support staff.
Aug 2001 - Dec 2005
Service Desk Analyst - Manager
City of Calgary Service Desk
Worked at all levels of the Service Desk while on contract to Compaq/Hewlett Packard through OAO Canada and Sitel. Supervised 20 people in day to day and long term decisions in a 24/7 support environment. Created and provided all training required by employees. Handled client escalations both from a contract and support perspective. Worked as Technical Lead/Assistant Manager (Focal), Technical Writer and Service Desk Analyst both senior and junior during my time working on the Service Desk.
Checkpoint Endpoint Proection
Mac OS X
Symantec Enpoint Protection
Windows Desktop Operating Systems (3.x, 95, NT, XP, Vista, 7, 8, 8.1)
Microsoft Office (97, 2000, 2003, 2007, 2013)
Windows Server Operating Systems (3.x, NT, 2000, 2003, 2007)
Microsoft Exchange (2003, 2007, 2010)
Network Switches and Routers
Dec 2004 - Present
Aug 2003 - Present
Certified Helpdesk Analyst
Feb 2003 - Present
Quality Troubleshooting Techniques
Radar Solutions Group
Aug 1991 - Jun 1993
Unfortunately I have not completed my degree but did complete 3 years towards a double major in Math & Chemistry with a Minor in Secondary School Education.