Gerald Makohoniuk
Edmonton,AB
Summary
Main objective is to obtain fulltime Employment within the Edmonton area in an IT Technology Analyst II (Desktop Support Analyst) role and to grow within your IT department. I have over 25 year's experience as a Desktop Support Analyst LVL2. Proven skills in ticket system management, documentation checks and guest check-in. Familiar with regulatory requirements, fee structures, and basic rules. Offering 25 years of related experience.
Personable and positive with knack for making customers feel welcome and supported. Familiar with ticketing systems and cash handling, as well as customer service. Committed to providing seamless experience that enhances customer satisfaction. Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
26
26
years of professional experience
1
1
Certification
Work History
SYSTEM ANALYST LEVEL II
TELUS/TELUS INTERNATIONAL
10.2010 - Current
- IT system analyst, working on various IT platforms, Windows XP to Windows10/11 and various hardware platforms
- Coaching and training of new teammates
- Provided technical support for end-users, resolving issues promptly and effectively.
- Aided in hiring Review Resumes, Interviews
- Enhanced user experience through the implementation of interface updates and usability improvements.
- Create documentation and user guides
- Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
- Monitor Remedy and TSR queues
- Conducted comprehensive system analyses to identify areas for improvement and optimization.
- Network Trouble Shooting
- Developed detailed technical documentation to facilitate knowledge sharing among team members and aid in future troubleshooting efforts.
- AZURE training
- Collaborated with upper management to drive strategy and implement new processes.
- Intune, MDM
- Assisted project managers in creating accurate project timelines through careful analysis of task dependencies and resource constraints within system development initiatives.
- Taking Service Now Training through UDEMY
- Improved system efficiency by analyzing and optimizing software processes.
- Active Directory
- DHCP support
- SCCM trouble shooting
- HP Certified to work on Laptops and Workstations
- Phone support of IPhones, Android devices, Blackberry, and Sonim
- Microsoft Tablets
- Trouble shooting various types of software, working with Vendors to find a resolution to the issue, Experience with Office97 to M365
- Imaging of Laptops and Desktops through WDM/SCCM
- Collaborated with cross-functional teams to develop system solutions tailored to business needs.
Display Fireworks Supervisor
BIG BANG FIREWORKS
07.2015 - Current
- Work on various fireworks displays within Canada
- Follow ERD regulations on Firework Displays
- Display Lead for Firework Displays
- Assistant for Firework Displays
DESKTOP SUPORT TECH
ACRODEX
09.2001 - 10.2010
- Performed various rolls, Help Desk, Desktop Support, Incident Manager, and Team lead, RMA
- Conducted research on emerging technologies to keep club at forefront of innovation.
Help Desk Technician
Convergys Help Desk
12.1998 - 09.2001
- Answer phone calls, email requests from client providing tier2/3 level support
- Support HP and Compaq users for the Custom to Order Program
- Provided technical support for end-users, resolving issues promptly and effectively.
- Collaborated with cross-functional teams to develop system solutions tailored to business needs.
Education
ALBERTA COMPUTER CAREER CENTER
Edmonton, ABSkills
- Over the past 25 years working in the Information Technology, I have learned many skills that will help any organization Backing up for Team leads, worked on projects with tight deadlines I am a dedicated worker and enjoy new challenges
- Basic computer skills
- Strong interpersonal skills
- Customer service
- Team leadership
- Product knowledge
- Honest and dependable
- Team collaboration
- Customer assistance
- Return and exchange processing
- Microsoft office
- Service minded
COMMUNICATION
In the last25 years working in the IT field, I have learned how to approach many different rolls. I have learned how to become a leader, work well with others.
LEADERSHIP
- I am currently the President of my Condo board, for the past10 years
- In this role I supervise project work to make sure it completes and is on budget, create special events for the residents.
- Volunteer For the Candora Society for special events
Languages
English
Native or Bilingual
Certification
- CompTIA Certification
- Microsoft Certified Professional
Timeline
Display Fireworks Supervisor
BIG BANG FIREWORKS
07.2015 - Current
SYSTEM ANALYST LEVEL II
TELUS/TELUS INTERNATIONAL
10.2010 - Current
DESKTOP SUPORT TECH
ACRODEX
09.2001 - 10.2010
Help Desk Technician
Convergys Help Desk
12.1998 - 09.2001
- CompTIA Certification
- Microsoft Certified Professional
ALBERTA COMPUTER CAREER CENTER
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