Denise Howse
Bowmanville,ON
Summary
Systems Support Analyst with 5 years experience. Implemented various software platforms (Microsoft Teams, ConvergePoint). Currently migrating all on-premise files over to a SharePoint environment to help with user productivity. Known for being resourceful, reliable & focused on achieving results.
Overview
17
17
years of professional experience
Work History
Systems Support Analyst
Canada Lands Company Ltd
09.2019 - Current
- Provides Tier-2 support for over 100 users in a Crown Corp environment.
- Manages and supports various applications including MS365, SharePoint, Mimecast, ConvergePoint, and Trackit; currently implementing ServiceNow.
- Provides valuable input and supports the integration of new technologies into existing systems, helping departments remain efficient in their everyday workflows.
- Serves as the go-to person for the company intranet SharePoint site, creating and maintaining subsites and managing user permissions.
- Conducts comprehensive training sessions for end-users, increasing their proficiency in using various systems and applications.
- Develops detailed documentation for both the IT team and the end user community.
Client Support Analyst
Canada Lands Company Ltd
01.2010 - 08.2019
- Provided comprehensive training to clients, ensuring optimal use of software applications.
- Participated actively in regular team meetings focused on continuous improvement of client support operations and service quality.
- Maintained accurate records of client interactions, enabling targeted improvements in support services.
- Recognized as a top performer within the team due to consistent delivery of high-quality support services and excellent customer feedback scores.
- Served as a liaison between clients and product development teams, communicating feedback for continuous improvement efforts.
- Mentored junior colleagues with ongoing guidance on best practices in effective service delivery techniques.
- Assisted with the onboarding process for new clients, ensuring smooth transitions and minimizing downtime during implementation phases.
- Handled sensitive data responsibly by adhering strictly to company privacy policies and industry regulations.
Call Centre Support Analyst
HMV Canada
11.2007 - 12.2009
- Diagnosed hardware, software, printing and network connectivity issues, including LAN/WAN in a Windows environment.
- Processed store query requests including logging, analyzing, initiating and testing. Maintained a standard query library for store and head office.
- Provided effective and timely resolution of customer inquiries.
- Provided training and feedback to users to lessen the occurrence of future problems.
- Made recommendation on workflow improvements to management.
Education
High School Diploma -
Pickering High School
Ajax, ON06.1997
Skills
- Software configuration and installation
- Application support
- Incident management
- User training
- System administration
- ITIL v3 certified
- Communication & Customer Service
Languages
French
Professional Working
Timeline
Systems Support Analyst
Canada Lands Company Ltd
09.2019 - Current
Client Support Analyst
Canada Lands Company Ltd
01.2010 - 08.2019
Call Centre Support Analyst
HMV Canada
11.2007 - 12.2009
High School Diploma -
Pickering High School
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