Knowledgeable system administration professional current with latest trends and technical updates available. Known for effective software licensing management and SAAS subscriptions to meet budgets and reduce costs. Excellent track record of response to system problems and data management challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Farm Credit Canada (FCC)
01.2022 - Current
Assist staff face to face, virtually, by phone or chat (Microsoft Teams)
Resolve issues with technology through one-on-one interactions such as SCCM & VPN
Troubleshoot a variety of First & Second-level IT support issues on different platforms and program such as Microsoft 365&Exchange, Active Directory, Microsoft Azure, Windows 2012,2016,2019, MAC & Mobile Devices
Develop documentation for common issues and data storage
Assisting other teams with Major issues&changes
Tracking incidents using ServiceNow
Monitor Apps & infrastructure using Microsoft Azure
Managed access and enhance security with Azure Active Directory
Onboard new users while setting them up on all systems
Verifying user are connected to OneDrive and SharePoint.
IT Support Specialist
Office of the Superintendent of Financial Institutions (OSFI)
12.2020 - 01.2022
Respond to client issues logging the tickets into OSFI CRM (Heat) following documented processes and standard operating procedures (SOP)
Manage tickets through to resolution in a timely manner
Monitor and troubleshoot Domain name systems
Configure, monitor and support a variety of IT hardware devices and components from Desktop, Laptops, Printers, and Encrypted devices
Support Blackberry users on usage questions and issues
Knowledge management using Devops
Experience Installing and supporting Microsoft Windows Server and with Windows Server 2019
Onsite support for hardware computers
Install, configure and support a variety of OSFI approved software and applications
Administer, Manage and support centralized software directories
Making sure users are in the proper domain by verifying their OU structural tree
Administer Client access, accounts and life cycle
Develop knowledge base articles, ensure additions to knowledge base following KCS
Support the desktop refresh program by configuring laptops for client deployment
Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, O365, network, smartphones/tablets, AV systems, enterprise applications/systems.
IT Support Specialist
Innovation, Science and Economic Development Canada (ISED)
12.2020 - 01.2019
Install, maintain, and troubleshoot hardware and software at the user workstation or remotely;(MS Outlook, Connexion app, Monitors.Mykey, SAP)
Install, monitor, upgrade and maintain Windows servers operating systems
Supported virtualize server management software VMWare vCenter and supporting ESXi hosts
Supported many more application such as Adobe acrobat, PDF Foxit,MS Teams, Active Directory
Guiding user’s through any request such software request forms, hardware request forms
Mapping drives to its proper location in File Explorer
Install and troubleshoot network printers
Prepare and troubleshoot Smartphone (iPhone, Android)
Input data into the departmental incident and problem ICE tracking systems
Contact clients to follow-up on completed calls and to determine level of user satisfaction based on follow-up questionnaire
Troubleshooting Connectivity issues (Network outage, VPN GCSRA any connect)