LINA ZHAI
St. John’s,NL
Summary
To obtain a position in technical support within the Information Technology field that allows for the application and continual development of my competencies.
Overview
10
10
years of professional experience
Work History
Service Desk Analyst
Newfoundland and Labrador Health Services
01.2023 - Current
- Identifying, analyzing, and providing support and recommendations for application, hardware and network issues
- Recommending long and short-term solutions to provide end-users with a secure and stable computing environment
- Assisting in the development and provision of IT-related training for end-users
- Providing consultation, advice, and other computer support services to end-users
- Proactively monitoring IT industry trends to assess and report on their relevance and positioning with organizational requirements
- Handling of telephone calls, e-mails, and other requests for support in a skilled and professional manner
- Managing escalations, critical incidents, and interdepartmental relationships with a mind toward efficient and effective incident resolution
- Meeting regularly with business units to review open incidents and changes to ensure all items have been escalated appropriately for resolution
- Tracking report requests to ensure they are completed in a timely manner
- Consulting with external vendors as necessary for resolution of issues.
Service Desk Analyst
Tianjin Electric Power Design Institute Co. Ltd.
01.2015 - 01.2022
- Created a positive customer support experience and built strong relationships through deep problem understanding and ensuring timely resolutions
- Provided end-user support and solutions to the company via telephone, email, or instant messaging
- Prioritized workloads and escalated high-priority calls to the IT Manager
- Analyzed and resolved incidents and requests regarding use of software, hardware and applications, network, and related technical issues
- Provided continual service improvements of service desk processes and the company knowledge base by researching problems and documenting resolutions
- Provided technical training sessions to end-users or new users
- Complied with Corporate IT Service Management and Service Desk policies, procedures, and directives
- Provided evening and weekend off-hours support as assigned, on a rotational basis
- Worked with fellow team members to exceed performance goals and increase productivity.
Education
Master’s of Information Studies (MISt) -
University of Toronto
Toronto, Ontario08.2009
Bachelor of Arts with Honours - Information Technology
York University
Toronto, Ontario08.2007
Skills
- Experienced with ITSM tools such as ServiceNow and SM9
- Experienced in troubleshooting Windows OS and Microsoft 365 products
- Adaptable and able to quickly learn new processes and/or technologies
- Excellent customer service skills
- Organization and time-management
- Efficient problem-solving and critical thinking
- ITIL Knowledge
- Remote Technical Support
Languages
English
Full Professional
Chinese (Mandarin)
Native or Bilingual
Timeline
Service Desk Analyst
Newfoundland and Labrador Health Services
01.2023 - Current
Service Desk Analyst
Tianjin Electric Power Design Institute Co. Ltd.
01.2015 - 01.2022
Master’s of Information Studies (MISt) -
University of Toronto
Bachelor of Arts with Honours - Information Technology
York University
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