Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lindsay McDonald

Ottawa,ON

Summary

A dedicated and customer focused IT support professional with a record of delivering solid technical support and problem solving skills to users with all varieties of technical backgrounds. Delivers effective solutions while maintaining professionalism and empathy to foster a positive relationships with users. Received acknowledgement and award for exceptional customer service.

Overview

17
17
years of professional experience

Work History

PC Support Analyst

Lockheed Martin Canada
01.2018 - Current
  • Provided 2nd tier computer support to 4 locations and countless remote users, troubleshooting issues and supporting users while offering friendly and knowledgeable support, receiving a high level of positive customer feedback through HR acknowledgement initiatives
  • Served as an escalation point for complex technical issues beyond the scope of first-level support colleagues for timely resolutions.
  • Collaborated closely with cross-functional teams at local, national, and international levels to ensure seamless IT support for ongoing projects and company-wide initiatives.
  • Participated in an Enterprise wide printer project from the very early stages of planning the requirements, then analyzing and interviewing potential vendors, through implementation, and well into the maintenance phase
  • Throughout this process over 75% of LM Canada printers were replaced and new Pull Print technology was implemented at all major locations
  • Took charge when high onboarding times occurred for co-op season, reaching out to hiring managers and gathered all user information into a single location so no users were missed and co-ops could begin with the correct equipment and software already installed, eliminating a lot of IT follow up and allowing co-ops to jump straight into work
  • Worked with HR, management, and other sites to ensure smooth employee onboarding, even as pandemic conditions caused processes to change quickly
  • Managed a large inventory of equipment and peripherals, while researching, pricing out, and ordering new equipment, software, or solutions when necessary, as well as working with management to renew existing IT contracts

Coordinator: Administration and IT

Ottawa Humane Society
01.2015 - 07.2018
  • Provided computer and network maintenance by monitoring all equipment and troubleshooting any issues
  • Researched, planned, and orchestrated a company-wide email upgrade to Microsoft 365
  • Provided ongoing support and encouraged users to take advantage of the new features offered by Microsoft 365
  • Proposed, planned, and implemented a new IT ticketing system to streamline processes and to increase organization while creating a central knowledge base
  • Identified computer and network needs and researched, proposed, purchased, and installed needed equipment and software, including support for highly specialized or unusual applications
  • Researched and guided implementation of a new phone system at a second location
  • Maintained and troubleshot the 3 different phone system in use across multiple sites, as well as researched and advised on call processor set up
  • Managed administrative tasks such as user accounts in Active Directory, monitoring email systems, managed daily system backups and test restores, contacted outside help for warranty repair or service contract work.
  • Managed server backups and regular server-related tasks such as restoring from backup

Desktop Support Specialist

Conversant Intellectual Property Management
07.2014 - 11.2014
  • Managed and responded to helpdesk tickets by completing tickets, assigning them to teammates, or following up with clients resulting in an over 50% decrease of open tickets in the system
  • Aided in a complete office move, including monitoring and confirming proper instillation of users' computers, deploying IP phones, mounting in-house server equipment, and following up with user concerns and issues after the move
  • Provided first line support for computer hardware, software, cell phones, printers, and more with speed and efficiency, as noted by client feedback to myself and my manager
  • Performed routine tasks, such as maintaining user accounts in Active Directory, monitoring back up processes and preparing backups for both long term and short term off-site storage.

Resource Centre, Mobile Support (Contract)

Department Of Foreign Affairs, Trade & Development
04.2014 - 05.2014
  • Offered technical support, troubleshooting, and coaching users for BlackBerries, iPads, and Playbooks, while providing high customer satisfaction and tight turnaround times
  • Initiated creation of new documentation as well as maintenance of existing documentation
  • Performed administrative tasks, such as tracking tickets and maintaining inventory through the Remedy software system, and maintaining user accounts in Active Directory.

Resource Centre, Mobile & Computer Support (Co-op)

Department of Foreign Affairs, Trade and Development
01.2013 - 08.2013
  • Provided onsite and remote technical support and troubleshooting for work stations, teleconferencing equipment, peripherals (printers, scanners, etc.) and mobile devices (laptops, Blackberries and tablets)
  • Performed administrative tasks, such as tracking tickets and maintaining inventory through the Remedy software system, as well as maintaining user accounts in Active Directory
  • Trained staff on use of various hardware and software, as well as on department's procedures.

Contracts Coordinator

Fisher Scientific
09.2007 - 12.2012
  • Practiced strong customer service, organizational and project management skills to acquire and maintain customer contracts, including multimillion dollar contracts
  • Answered RFP, maintained hundreds of contracts and renewed dozens a month with minimal supervision, consulting directly with sales reps and customers
  • Awarded the Customer Allegiance Stars Award, the highest honour for exceptional customer service offered by Thermo Fisher Scientific (parent company)
  • Volunteered to be on a team devising improvements to the company website; suggested solution for new interactive chat feature resulting in increased customer satisfaction.

Education

Computer Systems Technician -

Algonquin College
Ottawa, ON

Skills

  • Customer Service
  • Troubleshooting skills
  • End-user support
  • Remote Desktop Support
  • Application support
  • Hardware diagnostics
  • Printer Support
  • Mobile Device Support
  • Active Directory Administration
  • Teamwork and Collaboration

Timeline

PC Support Analyst

Lockheed Martin Canada
01.2018 - Current

Coordinator: Administration and IT

Ottawa Humane Society
01.2015 - 07.2018

Desktop Support Specialist

Conversant Intellectual Property Management
07.2014 - 11.2014

Resource Centre, Mobile Support (Contract)

Department Of Foreign Affairs, Trade & Development
04.2014 - 05.2014

Resource Centre, Mobile & Computer Support (Co-op)

Department of Foreign Affairs, Trade and Development
01.2013 - 08.2013

Contracts Coordinator

Fisher Scientific
09.2007 - 12.2012

Computer Systems Technician -

Algonquin College

Similar Profiles

CREATE PROFILE
Lindsay McDonald