Jason Ng
Calgary,Canada
Summary
Experienced professional with a strong background in the use and deployment of information technology and information management applications within midsize and large organizations. Demonstrated technical expertise and problem-solving abilities, resulting in improved efficiency and productivity. Stay up-to-date with the latest advancements in the field, possessing a strong analytical mindset and attention to detail. Expertise lies in providing innovative solutions and effective information management strategies to organizations. Specialize in delivering high-quality technical assistance and ensuring seamless user experiences as a professional in IT support. Proven ability to tackle technical challenges and implement effective solutions. Prioritize collaboration and adaptability, excelling in both team environments and dynamic situations.
Overview
20
20
years of professional experience
Work History
Senior Desktop Analyst
SMART Technologies
02.2017 - 03.2024
- Company Overview: SMART Technologies: supplies interactive displays and applications that enables businesses a more interactive and collaborative environment
- Tier 2 troubleshooting for the team for complicated / difficult IT related problems
- Collaborated with all departments for their IT needs and issues
- Managed Corporate mobile phones and plans
- Managed the A/V setup and support for reoccurring Townhalls
- Packaged and deployed Windows applications and security patches via SCCM and Intune
- Setup and maintained equipment health of meeting rooms
- Attended Change Management to review upcoming and past IT changes
- Maintained accurate records of hardware and software inventory
- Prepared the required documents to ship IT equipment locally and internationally
- Provided monthly expense reports on mobile plans, computers and accessories
- Created both new and missing process documentation for the Service Desk team
- Created Purchase Orders for hardware and software for the various IT departments
- Contact point for VIP support and escalation
- Coordinated with vendors for procurement of necessary hardware, software licenses, or upgrades as required.
- Established strong relationships with key stakeholders across various departments in order to provide tailored IT support services.
- Boosted team efficiency by training colleagues on new software applications and updates.
Service Desk Technician
TransCanada Pipelines
10.2009 - 01.2017
- Company Overview: TransCanada Pipelines operates gas/liquid pipelines and Energy transmission lines
- Responded and resolved service requests and incidents via phone or ticket system
- Provided support for international clients (UK, Germany, Spain, China, Australia and US)
- Imaged PC via SCCM
- Setup new hire accounts in Active Directory and assigned Office 365 licenses
- Deployed desktops, laptops and MacBook
- Managed printers and toner supplies
- Provided Onboard training for new hires
- Setup and maintained equipment health of meeting rooms
- Shipped computer equipment locally and internationally
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Created comprehensive documentation of processes and procedures to aid in training new technicians.
- Maintained inventory control of IT assets, tracking equipment usage and performing regular audits for accuracy purposes.
Workstation Services Support
TransCanada Pipelines
01.2004 - 03.2009
- Company Overview: TransCanada Pipelines operates gas/liquid pipelines and Energy transmission lines
- Provided Desk-Side support for end-users
- Created customized MSI packages for various business departments
- Managed software and hardware upgrades
- Applied security patches and virus updates to Corporate computers
- Responded and resolved service tickets
- Documented issues and resolutions
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
Education
Some College (No Degree) -
CDI College of Business And Technology
Calgary, ABChemical Engineering Technology Diploma -
Southern Alberta Institute of Technology
01.1994
Skills
- Desktop and helpdesk support expertise
- Self-directed with demonstrated good interpersonal skills and subject matter expert in process documentation and troubleshooting
- A certified professional
- Proficient in Windows 10 and 11
- Proficient in Intune management
Timeline
Senior Desktop Analyst
SMART Technologies
02.2017 - 03.2024
Service Desk Technician
TransCanada Pipelines
10.2009 - 01.2017
Workstation Services Support
TransCanada Pipelines
01.2004 - 03.2009
Some College (No Degree) -
CDI College of Business And Technology
Chemical Engineering Technology Diploma -
Southern Alberta Institute of Technology
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