ANDREW HUTCHINSON
Eastern Passage
Summary
Technology Analyst with well-rounded background implementing new technological solutions and improvements. Dedicated to achieving ideal results by identifying project goals troubleshooting problems, and recommending hardware and software solutions. Proficient in cutting-edge technologies with passion for continuous learning.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Digital Technology Analyst
Nova Scotia Community College
06.2021 - Current
- Provide troubleshooting support for students, faculty and staff via live chat, telephone and in person for Peoplesoft, Brightspace, and Microsoft Office Software
- Monitor computer labs, assist staff and students with technical issues, printer connectivity
- Facilitate set up of audio-visual setup for workshops, meetings, conferences.
Senior Technical Agent- Customer Service
CONCENTRIX
09.2020 - 07.2021
- Responded to escalated calls from other agents
- Used problem solving skills, in conjunction with tools and resources to resolve non-standard and/or escalated issues
- Established and maintained procedures to ensure timely and accurate resolutions of customer issues
- Managed and met key performance indicators and quality metrics.
IT Service Desk Analyst
Royal Bank of Canada RBC
10.2020 - 06.2021
- Provided a wide range of technical installation services to internal clients to ensure an efficient response to the user’s technology needs
- Delivered timely and accurate recording of solutions in the incident management system, to facilitate the monitoring of trends, recurring issues and service delivery
- Diagnosed, troubleshot, and resolved a range of software, hardware, and connectivity issues
- Excelled at asking probing questions and researching an analyzing and rectifying problems
- Assisted in preparing guidelines and procedures on how to make service calls.
Technical Service Support Agent
CONCENTRIX
04.2019 - 09.2020
- Worked remotely using Zendesk and independently adhering to employer's scheduling and performance metrics.
- Configured & manage GPS devices
- Troubleshot routers & network
- Issued replacements using order fulfillment tools.
Information Communication Technology Manager
Ministry of Culture, Gender, Entertainment & Sport
04.2011 - 08.2019
- Developed Information Communication Technology (ICT) architecture, strategies, operational & work plans.
- Oversaw daily service desk activities, including incident escalation, complex, challenging and controversial incidents for over sixty (60) internal customers.
- Developed and executed training plans and programs for staff.
- Collaborated with designers, developers, and stakeholders.
Senior Systems/Business Analyst
Tax Administration of Jamaica
02.2005 - 03.2011
- Led the implementation of a new ticketing system that resulted in a remarkable 40% reduction in customer wait time.
- Analyzed & designed applications within project deadlines.
- Developed business cases for tax administration projects, conducting cost-benefit analysis and evaluating ROI, PP, and NPV to secure project funding.
- Proactively identified process improvement opportunities, recommending enhancements to increase tax administration efficiency and accuracy.
- Designed new computer programs by analyzing requirements and constructing workflow charts and diagrams.
Senior Systems Administrator
Taxpayer Audit & Assessment Department
07.1999 - 01.2005
- Monitored and maintained operating systems, servers & workstations.
- Trained and directed users on correct use of software and hardware within systems.
- Recommended & implemented policies for systems security, backup and recovery.
- Provided appropriate permissions to users for accessing files and databases.
- Created online documentation to help employees resolve day-to-day issues.
Systems Analyst/Programmer
Taxpayer Audit & Assessment Department
05.1995 - 06.1999
- Collaborated with employees and department heads to determine which system requirements they needed to remain efficient.
- Created plans to combat security risks.
- Wrote manuals and guidelines to explain how the system worked and provided training.
- Submitted and implemented all systems under strict deadline and budget restrictions.
- Created analysis report that represented the cost-benefit of any proposed upgrades.
Education
Change Management Certification Program
Prosci
Halifax, NS10.2023
Certificate, Project Management -
University of The West Indies
Kingston01.2017
B.Sc. - Computing & Management Studies
University of Technology
01.2000
Diploma - Computers Studies
University of Technology
01.1998
Diploma - Systems Analysis & Design
Excelsior Community College
01.1993
Skills
- Proficient in Microsoft Office Suite, PeopleSoft, Teams
- Agile Methodology
- Technology Solution Design
- Network Technology
- Diagnosis and Troubleshooting
- Strong problem solving, decision making and analytical skills
- Exceptional time management skills
- Budgeting and financial planning
- Superb Customer Service skills
- Forms Design
- SQL, HML
- Records and information management skills
Certification
Budget Management & Preparation , Supervisory Management & Management Development Training, Procurement & Acquisition Management, Become a Customer Service Specialist , Diversity and Inclusion in the Workplace
Interest
- Avid Disc Jockey
- Event & Social Fundraising Projects
- Community volunteer
- Active participant in various sports (Cycling and Running)
Timeline
Digital Technology Analyst
Nova Scotia Community College
06.2021 - Current
IT Service Desk Analyst
Royal Bank of Canada RBC
10.2020 - 06.2021
Senior Technical Agent- Customer Service
CONCENTRIX
09.2020 - 07.2021
Technical Service Support Agent
CONCENTRIX
04.2019 - 09.2020
Information Communication Technology Manager
Ministry of Culture, Gender, Entertainment & Sport
04.2011 - 08.2019
Senior Systems/Business Analyst
Tax Administration of Jamaica
02.2005 - 03.2011
Senior Systems Administrator
Taxpayer Audit & Assessment Department
07.1999 - 01.2005
Systems Analyst/Programmer
Taxpayer Audit & Assessment Department
05.1995 - 06.1999
Change Management Certification Program
Prosci
Certificate, Project Management -
University of The West Indies
B.Sc. - Computing & Management Studies
University of Technology
Diploma - Computers Studies
University of Technology
Diploma - Systems Analysis & Design
Excelsior Community College
Similar Profiles
EBUBE ASIBEEBUBE ASIBE
Student at Nova Scotia Community CollegeStudent at Nova Scotia Community College
Stacie BurrowsStacie Burrows
Administrative Assistant to the ALP Counsellor at Nova Scotia Community CollegeAdministrative Assistant to the ALP Counsellor at Nova Scotia Community College
Yunus KhanYunus Khan
International Student Help Desk at Nova Scotia Community CollegeInternational Student Help Desk at Nova Scotia Community College