Chris Egbaran
Edmonton,AB
Summary
Qualified Help Desk Analyst with more than 5 years of experience in IT support and customer services, providing comprehensive Deskside support to stakeholders both internal and external. Adept at communication, naturally endowed with patience and empathy in engaging customers to identify issues and streamlining steps to effectively resolve them.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst
Mammoet Canada West
07.2021 - Current
- Acted as front-line desktop support to both internal and external staff of Mammoet Canada
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Created and maintained user accounts using active directory and assigned group permissions as required
- Onboard user devices on INTUNE and maintain user access and license on Microsoft Azure
- Troubleshoot and Resolved various technical issues dealing with printers, servers, network, and phone systems.
- Maintained, Imaged, and assigned company desktop computers and Laptops to staff of organization
- Maintained inventory of new and retired hardware for proper record and accountability
- Using SCCM software center, deployed, Installed, and maintained Windows and desktop software, service packs, patches, and anti-virus updates for multiple clients of organization
- Respectfully and courteously worked client through basic troubleshooting steps to quickly resolve issues
- Assisted over 25 clients daily by gaining remote access to computers and manipulating applications, installing and troubleshooting common office software including Microsoft 365, Microsoft Project, Microsoft Edge, SharePoint Adobe Acrobat versions and suite
- Provided on-site and remote technical support to users.
- Maintained, analyzed, troubleshot, and repaired computer systems, hardware, and computer peripherals.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Respectfully responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up workstations for new employees.
- Explained technical information in clear terms to non-technical clients to promote better understanding
- Updating service request tickets and knowledgebase to enhance incidents resolution
- Addressed all incidents and change requests in accordance with ITIL principles and in full compliance with SLA
- Strictly followed all company-established policies and procedures in performing any assigned task
- Developed training manuals for easy reference
Desktop Support Analyst
Cenovus Energy
11.2019 - 06.2021
- Acted as first point of contact to end users regarding IT Technical inquires
- Provides Tier l &2 technical support via, telephone, email, online, and on-site to end users on a variety of technical issues including Network configuration desktop and mobile phone troubleshooting printers installation, and software configuration
- Created, managed, and administered user accounts through active directory and Microsoft Azure
- Troubleshoot and resolve issues with various office suite 365 suites of applications
- Maintained desktop and Notebook Images
- Maintained IT asset inventory and ensure all movement of devices is properly recorded
- Processed and resolved all assigned service desk issues through service now ticketing system
- Deployed new, software to client computer via Ivanti software management and performed maintenance on existing assets
- Worked with management to ensure availability of all systems within business unit
- Participated in planning and implementing new projects such as decommissioning and commissioning of new site
- Trained users on use of technology and best practices
- Created and updated knowledge base for enhanced service management
- Developed user manuals for easy reference for video conference rooms and other programs
- Prepare and set up video conference room for meetings, training, and other appointments
- Complied with company policies in performing all assigned tasks
- Adhered o all safety rules and regulations prior to and during fieldwork
Help Desk Specialist
Alberta Health Services( Contract)
07.2019 - 11.2019
- Collaborated with Alberta health care (connect care) deployment team to deploy, set up, and test hardware including wows, servers, printers, mobile phones, scanners, switches, routers, and software for end users of Alberta Health Centers and University Of Alberta
Teaching Hospital - Troubleshoot and resolved issues with hardware, and network applications during and after deployment
- Logged activities in tracking system to maintain accurate, timely records.
- Installed new desktop systems and migrated data to new machines.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Provided support for network infrastructure and baseline configurations.
- Carefully followed work orders to ensure all deployment projects are completed and in line with established management procedures
- Consulted with unit head to test all installed devices to ensure that they worked properly
- Replaced Old and faulted devices with new technology
Software Support Specialist
IQware Inc
08.2018 - 07.2019
- Fielded average of 50 inbound phone calls daily to deliver effective support and remotely resolve service issues with software, hardware, and web applications
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Patched software and installed new versions to eliminate security problems and protect
- Troubleshoot issues with booking engines - Expedia, hotelier, Reservit, and GDS and collaborated with software developers to fix common bugs and glitches with software system
- Troubleshoot and resolved issues with catering, Credit card terminals, and Spa system data
- Run Queries in SQL servers to detect errors and resolve software glitches
- Carried out software upgrades and installation on both servers and client stations
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions
- Installed updates for Java, adobe, and Office on client workstations within Windows 7 and 10 environment
- Engaged end users and answered questions via email, phone, website live chat, and in forums
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Created and contributed new information to knowledge base
Desktop Support Specialist
Deckkon Global Limited
01.2014 - 11.2016
- Purchased, set up, and installed new computers.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Worked with various systems, software and peripherals, and various types of games.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software, and network issues.
- Configured hardware, devices, and software to set up workstations for employees.
Education
License Certificate - Microsoft Azure Fundamental - AZ-900
Northan Alberta Institute of Technology( NAIT)
Edmonton, AB01.2022
GED -
Montreal College of Information Technology
Montreal, QC06.2018
Bachelor of Arts - Modern Languages
Ambrose Alli University
Ekpoma, NG12.2005
Skills
- SCCM
- Microsoft Operating system and Office 0365 Suite
- Windows Server and Active Directory
- Working knowledge of TCP/IP networks
- ITIL framework
- Customer Communication and Empathy
- Hardware Installation And Software Upgrades
- Mobile Devices
- Organizational Skills
- Troubleshooting Skills
- End-User Support
- Training Material Development
- Collaborative Team Player
- Bi-lingual communication in English and French
- Documentation Skills
Certification
- Certified Microsoft Azure Fundamental (AZ 900) - 2022
- ITIL V4 - 2022
- CompTIA Security - 2021
- Project Management Professional(PMP) - 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Desktop Support Analyst
Mammoet Canada West
07.2021 - Current
Desktop Support Analyst
Cenovus Energy
11.2019 - 06.2021
Help Desk Specialist
Alberta Health Services( Contract)
07.2019 - 11.2019
Software Support Specialist
IQware Inc
08.2018 - 07.2019
Desktop Support Specialist
Deckkon Global Limited
01.2014 - 11.2016
License Certificate - Microsoft Azure Fundamental - AZ-900
Northan Alberta Institute of Technology( NAIT)
GED -
Montreal College of Information Technology
Bachelor of Arts - Modern Languages
Ambrose Alli University
Similar Profiles
ALLAN MCDOWELLALLAN MCDOWELL
PROGRAM MANAGER at MAMMOET CANADA WESTERNPROGRAM MANAGER at MAMMOET CANADA WESTERN
Kim O'HaraKim O'Hara
Human Resources Business Partner at Mammoet Canada WesternHuman Resources Business Partner at Mammoet Canada Western
Robert HeatheringtonRobert Heatherington
Mechanic at Mammoet Canada EastMechanic at Mammoet Canada East