Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

James Hepburn

Calgary,AB

Summary

Highly motivated IT Technician with MSP experience providing
support to Eastern Canadian clients that range from SMB to
Enterprise-scale of 1000+ users. Core competencies include
Office 365 Administration, Microsoft Azure, Sophos Firewalls, G
Suite, Micros Oracle POS system, Datto Backup, VPN setups and
a variety of desktop and mobile technical support.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Computer Helpdesk Analyst/Consultant

F12.net
03.2021 - Current
  • Primary role is to provide technical support to clients with varying systems and procedures with a requirement to perform on-site consultant support.
  • Secondary responsibility is to dispatch Helpdesk calls, emails, and tickets based on severity to the appropriate parties.
  • Perform routine on-site visits for troubleshooting and
    collaborating on small projects with a remote tier 3
    consultant.
  • Create, edit, and update knowledge-based articles on client systems.
  • Develop and maintain network rack and VLANs under the guidance of a tier 3 consultant.
  • Process new hire requests: create accounts, emails,
    and passwords, and help end users set up MFA and 2FA.
  • Monitor Datto backup platform to validate data resiliency and integrity; repair backups to a healthy state as necessary.
  • Troubleshoot client issues and recognize when to escalate to ensure client satisfaction.
  • Routinely troubleshoot VPN problems with a variety of VPN protocols.
  • Deliver outstanding service to clients by promoting industry standards and best security practices.
  • Train coworkers on company procedures and policies to ensure they are adapting company standards.

Prep Cook/Server

The Keg
09.2017 - 01.2021
  • Maintained clean, hygienic kitchen workspace by sweeping, mopping and taking out trash.
  • Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service.

Market Writer

L-Tree
09.2018 - 10.2018
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked flexible hours; night, weekend, and holiday shifts.

Acupuncturist

MC Acupuncture
10.2012 - 08.2015
  • Counseled patients on beneficial lifestyle changes to complement acupuncture treatments.
  • Taught meditation and breathing exercises while using aromatherapy to lower heart and stress rates.

Education

Diploma of Acupuncture - Acupuncture

Alberta College of Acupuncture And Traditional Chi
Calgary, Ab
06.2011

Skills

  • Well versed in variety of
    ticketing systems: Spiceworks,
    Autotask, ServiceNow, One-Desk
  • Proficient at working under large
    workloads and staying organized
    while meeting SLA
  • Versatile in helping clients
    remotely or face-to-face
  • Accustomed to adjusting to
    unique and situations and varying
    environments
  • Adept at working under pressure
    and having to multitask multiple
    high-priority requests
  • Working experience with clients
    that require industry and
    government standards and
    regulations to be met and
    enforced
  • Proficient in de-escalating
    situations and providing timely
    resolution
  • Attentive to detail when dealing
    with in-place procedures and
    documentation

Certification

Sophos XG Engineer

ITIL Foundation Certificate in IT Service Management

Timeline

Computer Helpdesk Analyst/Consultant

F12.net
03.2021 - Current

Market Writer

L-Tree
09.2018 - 10.2018

Prep Cook/Server

The Keg
09.2017 - 01.2021

Acupuncturist

MC Acupuncture
10.2012 - 08.2015

Sophos XG Engineer

ITIL Foundation Certificate in IT Service Management

Diploma of Acupuncture - Acupuncture

Alberta College of Acupuncture And Traditional Chi

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James Hepburn