Louis O. Ewere
Hamilton,ON
Summary
Dedicated and results-driven Desktop Support Analyst with a proven track record of providing top-tier technical assistance and problem-solving expertise. With a customer-centric approach, I am skilled in effective communication, empathetic problem-solving, and translating technical jargon into user-friendly language. My ability to work collaboratively with cross-functional teams and a diverse user community, coupled with a commitment to data protection and proactive maintenance, makes me a valuable asset in delivering exceptional IT support and setting technology standards to enhance desktop processes.
Overview
5
5
years of professional experience
Work History
IT Service Desk Analyst
University Health Network
12.2022 - Current
- Collaborated with supervisors to escalate and address employees' inquiries or technical issues.
- Utilized ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot, and resolved desktop issues, achieving a90% incident resolution rate.
- Provided day-to-day technical support for staff, students, and faculties, remotely for PC and Mac office computer systems.
- Supported end users' applications such as Microsoft Office, VPN, Citrix, MDM, and other clinical/business applications. Translated complex technical issues into digestible language for non-technical users.
- Proactively recognized potential major incidents and provided timely updates to end users and management.
Deployment Specialist
Clear Concepts
11.2021 - 12.2022
- Managed installation, upgrade, and deployment of end-user devices, firewalls, Access Points, NAS, servers, printers, and peripherals devices.
- Used ticketing system and CRM to track and resolve open customer issues.
- Provided on-site direction for network engineers and offered 2nd-level technical support.
- Resolved issues related to LAN, WAN, and voice system operational components.
- Utilized ConnectWise ticketing system and CRM to track and resolve customer issues.
- Managed backup and recovery of data assets to safeguard system availability.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
Intermediate Network Specialist
Zantek Information Solutions Inc
11.2020 - 11.2021
- Monitored networks and network devices to resolve technical problems quickly.
- Researched and recommended new technologies and strategies for improving system performance.
- Installed and configured network printers and other peripheral devices.
- Reviewed network settings and made immediate updates, which improved overall security measures.
- Completed remote repairs involving software solutions and hardware repairs.
- Installed firewalls and VPNs to increase and manage client network security.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up workstations for employees.
Technical Support Specialist
Epic BellMTS
03.2019 - 11.2020
- Provided Tier 1 IT support to customers and internal users through desk-side support services. Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Provided customer support and technical support to over 50 different customers daily.
IT Support Specialist
Canada Computing
05.2018 - 03.2019
- Diagnosed and troubleshot hardware, software, and network issues. Troubleshoot connectivity issues across networks such as Wi-Fi, cellular, and LAN, & WAN
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Spearheaded Canada Post Windows 7 upgrades, completed an average of 20 sites a month,
- Researched and identified solutions to technical problems.
Education
Associate of Applied Science - Cyber Security & Cloud Admin
Manitoba Institute of Trades And Technology
Winnipeg, MB06.2018
Associate of Arts - Economics
University of Manitoba
Winnipeg, MB10.2012
Skills
- Desktop Support
- Problem-Solving
- Customer Service Orientation
- Communication Skills
- Hardware and Peripherals
- Diagnostic Utilities
- Mobile Device Management
- Software Deployment
- Troubleshooting
- Root Cause
- Network Connectivity
- Tier 2 Help Desk Support
Timeline
IT Service Desk Analyst
University Health Network
12.2022 - Current
Deployment Specialist
Clear Concepts
11.2021 - 12.2022
Intermediate Network Specialist
Zantek Information Solutions Inc
11.2020 - 11.2021
Technical Support Specialist
Epic BellMTS
03.2019 - 11.2020
IT Support Specialist
Canada Computing
05.2018 - 03.2019
Associate of Applied Science - Cyber Security & Cloud Admin
Manitoba Institute of Trades And Technology
Associate of Arts - Economics
University of Manitoba
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