LKAE LEE CHARANEK
Ottawa,Canada
Summary
Technical Support Specialist with over 5 years of experience in ticketing systems and knowledge bases, focusing on hardware and software troubleshooting. Managed over 27 projects while collaborating with school administrations, leading to the establishment of IT standards and procedures. Promoted to Head of English Department, achieving a significant increase in Year 12 student grades from 85% to 92%.
Overview
13
13
years of professional experience
Work History
Help Desk Specialist
Ladane Service Desk
Ottawa, ON
09.2021 - 03.2026
- Provided technical support to IT infrastructure clients experiencing difficulties such as those with workstation hardware/software, mail routing, internet work routing, LAN/MAN/WAN services.
- Used Configuration Manager in SCCM to minimize manual tasks and maximize software investments.
- Determined and documented problems experienced and actions taken to address client difficulties and referred problems to the next level of support as required.
- Used Active Directory to store data and maintain communication/transparency between users and domains.
- Used the Remedy ticketing system to initiate, maintain, and update tickets, also including service requests (for installation of a new service) from beginning to end.
IT Analyst
Hewlett Packard (HP)
Ottawa, Ontario
09.2017 - 07.2021
- Utilized Zendesk ticketing system to inform software development teams of obstacles and create self-help resources for clients.
- Developed and maintained inventories of IT assets, including computers, network devices, and printers.
- Assisted clients with the management of their MyKey encryption services.
- Diagnosed and resolved technical issues related to Microsoft Office 2010, 2013, 2016, and 2019, ensuring efficient software performance.
- Used Active Directory for login authentication and the resetting of passwords.
- Used SCCM to patch and update systems based on policies that our IT department published.
- Used Microsoft Azure to develop, test and manage applications and to integrate and synchronize virtual devices and directories.
- Troubleshot and resolved issues with printers, phones, and computers, providing timely support to users.
- Restored internet service, LAN networks, and wireless connectivity, addressing user disruption.
English Teacher & Language Proficiency Analyst
Doha Academy
Doha, Qatar
08.2015 - 06.2017
- Taught English language and literature to diverse classes.
- Planned and delivered engaging lessons (up to five daily).
- Helped students understand grammar concepts, including verbs LC.
- Assessed work and provided constructive feedback.
- Developed curriculum materials and prepared students for exams.
- Supported study, test-taking, and note-taking skills.
- Adapted and translated texts while preserving original meaning.
Surveyor
Opinion Search
Ottawa, ON
05.2013 - 02.2015
- Used Zendesk CRM to handle a total of 40+ outbound and incoming calls.
- Collected survey data using various methodologies and tools.
- Analyzed survey results to identify trends and insights.
- Collaborated with team members to design effective survey instruments.
- Interviewed customers via telephone and used specific software skills to record responses.
- Conducted surveys with respondents on marketing research projects from a specifically designed cquestionnaire.
Education
Cambridge CELTA - Teaching English to Speakers of Other Languages
ILSC Montreal
Montreal, Quebec, Canada04-2020
Master's of Education - Education Abroad
Queen's University
Kingston, Ontario, Canada07-2018
Bachelor of Arts - Religion
American Open University
Alexandria, VA, USA08-2013
Skills
- Solved and documented technical problems involving computing devices using appropriate methodologies
- Installed and configured a variety of computer systems to meet functional requirements
- Contributed to the successful completion of projects, applying the project management principles in use
- Used documented solutions to troubleshoot problems associated with software installation and customization
- Conformed to workplace expectations found in information technology
- Excellent communication and Personal Skills
- Enterprise Technologies: Active Directory, Azure, LAN, SCCM, VPN, Zendesk, Microsoft Windows, Microsoft Exchange, Network Support, Help Desk, Computer Networking
Timeline
Help Desk Specialist
Ladane Service Desk
09.2021 - 03.2026
IT Analyst
Hewlett Packard (HP)
09.2017 - 07.2021
English Teacher & Language Proficiency Analyst
Doha Academy
08.2015 - 06.2017
Surveyor
Opinion Search
05.2013 - 02.2015
Cambridge CELTA - Teaching English to Speakers of Other Languages
ILSC Montreal
Master's of Education - Education Abroad
Queen's University
Bachelor of Arts - Religion
American Open University