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Objective

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.

Work experience

Jan 2012Present

Technical Support Analyst

Themis Management & Consulting

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 2009Jan 2012

Systems Consultant

Long View

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 2008Jul 2009

Customer Service Representative Level 3

eBay

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 2006Jul 2008

Helpdesk Analyst/Desktop Support

Bantrel

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 2001Dec 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.

Skills

Checkpoint Encryption
Checkpoint Endpoint Proection
Windows Networking
Wireless Connectivity
Administration and Support
Safari
Chrome
Firefox
Internet Explorer
Mac OS X
Citrix
Administration and User Support
Symantec Enpoint Protection
Symantec Ghost
VPN
SMS/SCCM
KACE
Altiris
Windows Desktop Operating Systems (3.x, 95, NT, XP, Vista, 7, 8, 8.1)
Microsoft Office (97, 2000, 2003, 2007, 2013)
ACTIVE DIRECTORY
DHCP, DNS, Users and Computers, Group Policy
Windows Server Operating Systems (3.x, NT, 2000, 2003, 2007)
Microsoft Exchange (2003, 2007, 2010)
LINUX
Printer Administration, Scripting
Network Switches and Routers

Certifications

Dec 2004Present

ITIL Foundations

EXEN
Aug 2003Present

Certified Helpdesk Analyst

Helpdesk Institute
Feb 2003Present

Quality Troubleshooting Techniques

Radar Solutions Group

Education

Aug 1991Jun 1993

Bsc Math/Chemistry

Bemidji State University

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.