Dimitri Ganatsios
Vancouver
Summary
Reliable and resourceful IT professional with over 3 years of experience. Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
4
4
years of professional experience
4
4
Certification
Work History
Service Desk Analyst
Capilano University
05.2022 - 10.2024
- Providing Tier 1 IT support in 3 unique roles:
- Phone support – Receiving calls from staff, faculty and students
- Over the phone, troubleshooting client queries using remote tools, analytical questions, escalation matrix knowledge-based articles and updating our Wiki with updated solutions
- Experience with Active Directory and Group Policy
- Managing the IT service email ticket queue – delegation of tickets to team members, prioritizing incidents based on escalation matrix and following documentation protocols
- Help desk call tracking using ITSM software
- IT Customer Service Desk – Troubleshooting 1 on 1 walk up clients in real time
- Providing support to staff, faculty and students in a front facing customer service desk environment
- Knowledgeable in JAMF Pro Apple device registration and configuration
- Apple OS troubleshooting and configuration
- Azure experience with device enrollment and software packages
- Experience with WMI
- Troubleshooting includes University issued laptops (hardware and software), user account assistance, software application troubleshooting and IT equipment loan outs
- Using Sharepoint to upload knowledge-based articles
- Troubleshooting Sharepoint issues for staff and faculty
- Field Support – Responding to calls on campus by providing on site troubleshooting such as live classroom hardware/software troubleshooting
- Experience with PowerShell
- Preparing new laptops for our staff and faculty, including imaging of new laptops, adding new equipment to inventory, installing software based on client and department needs
- Investigating outages such as networking related issues and cybersecurity
- Assisting the Phone support and IT Service desk analysts when queue volume is high
- Quickly and efficiently respond to all customer queries in person or via phone/email
- Microsoft O365 as our primary software tool at our campus – knowledge of O365 in use as well as being able to troubleshoot software and compatibility issues
Training and Process Specialist
BC Liquor Distribution
04.2017 - 01.2018
- Training and providing ongoing support to all BC Liquor store staff during a rollout of new company-wide software and hardware
- Effectively managed approximately 50-75 support calls daily
- Collaborated with a team to train and instruct all store wide staff in a constructive and timely manner, ensuring quality of service is met
- Reviewed training material and practices regularly to make adjustments promoting user training comfort and learning
- Travelled on-site to give in person training and provide ongoing support during and after rollout period
- PeopleSoft scheduling software – implementing a schedule for a medium sized staff
- Implementation of new POS software to over 190 retail stores including the training of staff on new POS and ordering systems
- Testing and analyzing the new POS software to identify issues and resolve these issues
- Documenting findings to better enhance the new software with patches and upgrades
Education
Certificate - Information Technology Operations Professional
Vancouver Community College
03.2022
Skills
- Excellent communication skills
- Analytical troubleshooting skills
- Knowledgeable in installing and maintaining software and hardware systems
- Superb training and user support skills
- Microsoft Office
- Excel
- PowerPoint skills
- Technical Support
- Documentation
- Workload Prioritization
- Remote technical support
- Incident management
Certification
- Microsoft 365 Certified: Fundamentals, Microsoft, 5C4835FFA9046A63, 12/01/24
- ITIL v3 Foundation, PeopleCert, GR671452485DG, 11/01/22
- CompTIA A+, CompTIA, K7P6P00F9GQ41E5Q, 03/01/22, 02/01/28
- CompTIA Security+, CompTIA, 4S8M2HKQQBEQ1V52, 02/01/25, 02/01/28
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementTimeline
Service Desk Analyst
Capilano University
05.2022 - 10.2024
Training and Process Specialist
BC Liquor Distribution
04.2017 - 01.2018
Certificate - Information Technology Operations Professional
Vancouver Community College
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