Brian Powell
IT Analyst
Lindsay,ON
Summary
“I am a Technical Support Specialist with 10+ years of experience in Diagnosing and resolving technical issues related to software, hardware, and network systems. Providing timely and accurate customer support via phone, email, or chat, ensuring customer service excellence. Documenting customer interactions, troubleshooting steps, and resolutions in a help desk system or knowledge base.
Overview
11
11
years of professional experience
Work History
Information System Officer/ Business Relations and Cloud Technology
CANADIAN BROADCASTING CORPORATION
Toronto , ON
2022.11 - 2023.11
- Support information technology by Migrating devices and accounts from Google management system to Microsoft Azure Intune device management system, Creating user accounts in Intune and modifying access appropriately.`
- Updating all firmware with applications based on user profiles and applying supporting actions and services.
- Remotely wipe the device, unlock the PIN codes, and conduct regular audits of IT infrastructure to identify areas for improvement or necessary upgrades.
- Streamlined communication channels by creating user-friendly documentation and maintaining up-to-date knowledge resources for staff reference.
- Led successful system migrations with minimal impact on users or business operations during the transition period.
- Managed cybersecurity initiatives to protect sensitive information and minimize risk of data breaches
GTS-eits Tehcnical Support Analyst
Bank of nova scotia
Toronto , ON
2021.08 - 2022.11
- Improved customer satisfaction by promptly addressing and resolving support issues
- Supported internal employees by Utilizing Active Directory, AirWatch, ServiceNow, Bomgard beyond trust remote support application Power Bi, As400 and Azure for administration access and creation of accounts.
- Providing technical support and knowledge to maintain, optimize and enhance project involvement with business partners of Nova Scotia.
- Providing real-time troubleshooting/resolution of major P1 incidents, software upgrades, patches, installations, configuration, and updates to applications and infrastructure components.
- Testing and analyzing solutions to workload automation tools; testing new software releases to ensure successful implementation with minimal impact on existing environments while adhering to BNS standards and methodologies.
- Providing status reports, time reporting development plans, set objectives, and performance appraisals.
Senior Lead Technician
Dell Technologies
Toronto , ON
2017.11 - 2019.01
- Provided service to end users by deploying services to end users with both Apple and Windows operating systems.
- Created Windows and Apple images on USB flash drives, adding computers to domains while naming them to companies’ policies.
- Created a database of known devices and connected them to specific domains.
- Editing Bios of computers before installing images for Windows machines.
- Back up machines before installing new Operating Systems and restore them once they have been imaged or upgraded to a newer machine.
- Enhanced system reliability with thorough troubleshooting and root-cause analysis of technical issues.
- Managed projects from conception to completion, ensuring on-time delivery while staying within budget constraints.
- Conducted quality inspections of completed work, ensuring compliance with established standards and specifications.
IT Helpdesk Analyst Incident Management
Canadian Tire
Toronto , ON
2016.03 - 2018.01
- Delivered comprehensive customer service and software/hardware support to retail locations nationwide.
- Demonstrated adeptness in creating, updating, and resolving incidents using the widely-used ServiceNow ticketing system.
- Expertly utilized MRemote for seamless access and Active Directory to efficiently manage user passwords and accounts.
- Eliminated and resolved MS Outlook issues, troubleshot in-house applications and worked with RF guns to configure Windows settings either with the network connection settings or by creating a user
- Operated Air Watch and MobiControl applications to connect to mobile devices to service them with updates or try to resolve issues. Processed IBM’s As400 to create log reports, clear corrupted files, cancel duplicate sessions, and manage printers.
Senior Service Desk Analyst
Saint Elizabeth Health Care
Toronto , ON
2015.06 - 2016.02
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Utilized Active Directory to deploy software, create policy groups and manage user accounts Supported Citrix, SharePoint, MS Office 365, MS Outlook, Adobe, and Lync, among other proprietary software.
- Supported users working on Internet Explorer within Windows XP, 7 and 10 environments. Routinely performed troubleshooting remotely, using programs like ServiceNow, GoToAssist, LogMeIn and TeamViewer for Remote access.
- Maintained and updated Trend Micro Anti-virus on company machines and escalated unresolved incidents to application and/or network teams.
- Used Mobi Control Centre to operate admin functions for company mobile devices.
- Utilized Specops and Active Directory to manage end-user accounts. Assisted in acquisitions and reporting of security metrics.
- Coordinated vulnerability scanning project, event monitoring, and server verification. And Performed both manual and automated log reviews when requested.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
Help Desk Analyst Tier 1
International Business Machines Corporation, IBM
Toronto , ON
2012.06 - 2015.02
- Developed strategies for improving self-service support options, increasing end-user satisfaction by reducing reliance on direct contact with help desk staff
- Demonstrated my expertise in quality assurance work by effectively handling escalated support tickets and ensuring all issues were thoroughly addressed and resolved.
- Troubleshoot in-house customers in a call center environment, using Remedy, ISM and MAGIC to manage requests.
- Used LogMeIn and GoToAssist for remote access, supported Lotus Notes and Citrix for various company internets and tools, and MS Outlook, Office 365, and Lync on Win7, XP and Apple platforms.
- Performed routine maintenance on Active Directory for various domains and deployed software through AD to assets within their respective networks.
- Used SCCM to deploy various software throughout the company to end users when requested.
- Used VPN Clients, Cisco, IBM’s Aventail and AT&T Connect proficiently.
Education
Computer Networking & Technical Support - Information Technology
Seneca College
Toronto, ON05.2024
1Z0-882 MySQL 5.6 Developer - Information Technology
Pearson VUE ORACLE
Toronto, ON10.2014
Computer Programming - Information Technology
Daytona State College
Daytona Beach, FL , United States01.2011
Skills
- Analytical skills to diagnose and solve computer-related (hardware, software, network security) or telephone-related problems
- Experienced in troubleshooting Outlook within a network environment
- Proficient in troubleshooting end-user devices with Win 7, Win10, Apple and Android devices, desktop/laptop software and hardware
- Hands-on experience with programming network switches and routers using CLI
- Hands-on experience managing Windows server, 2008 R2 and 2012 R2 using Active Directory, user account management, file, and printer management
- Strong knowledge of Microsoft Office 365, working knowledge of SharePoint, Citrix, and ServiceNow
- Proficient and highly capable of communicating information to end-users verbally and written
- Worked on numerous projects and rollouts, with proven ability to meet deadlines and company objectives
- Strong interpersonal and conflict resolution skills, able to work respectfully alongside a diverse group
Timeline
Information System Officer/ Business Relations and Cloud Technology
CANADIAN BROADCASTING CORPORATION
2022.11 - 2023.11
GTS-eits Tehcnical Support Analyst
Bank of nova scotia
2021.08 - 2022.11
Senior Lead Technician
Dell Technologies
2017.11 - 2019.01
IT Helpdesk Analyst Incident Management
Canadian Tire
2016.03 - 2018.01
Senior Service Desk Analyst
Saint Elizabeth Health Care
2015.06 - 2016.02
Help Desk Analyst Tier 1
International Business Machines Corporation, IBM
2012.06 - 2015.02
Computer Networking & Technical Support - Information Technology
Seneca College
1Z0-882 MySQL 5.6 Developer - Information Technology
Pearson VUE ORACLE
Computer Programming - Information Technology
Daytona State College
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