Melles Tassew
Kitchener,ON
Summary
Dedicated IT professional with over 5 years of experience in technical support and network administration. Network+ certified and currently studying for Security+. Seeking to leverage skills in network and system management as a System Analyst.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Starling Community Services (formerly Lutherwood)
05.2022 - Current
- Managed busy support queue, prioritizing and delegating tasks to ensure timely resolution
- Set up new staff with access to company software, including profile and password setup
- Received, assigned, resolved, and escalated tech help desk requests and tickets
- Performed diagnostics and troubleshooting via phone, providing clear instructions to staff
- Utilized Service Management systems to manage incidents and follow-up requests
- Conducted research and accessed external resources for problem resolution in various IT areas
- Installed, configured, tested, monitored, and troubleshooted end user workstations and some network hardware
- Reported service desk statistics monthly at IT Team meetings.
Desktop Analyst
Woodbine Entertainment Group
09.2018 - 05.2022
- Performed password resets and user account lockout diagnostics
- Provided technical support for hardware, software, and infrastructure components, including POS and payment processing devices
- Documented, tracked, and resolved service requests in ServiceNow
- Diagnosed and resolved technical issues, escalating priority issues to management
- Managed issues from start to finish, including end-user training and follow-up to ensure satisfaction
- Escalated incidents and requests to higher-level teams
- Updated internal knowledge base with issue resolution details
- Handled imaging, deployment, and retrieval of desktops and laptops
- Provided onboarding training to new employees.
IT Solutions Technician
HealthHub
08.2016 - 12.2016
- Installed and configured server hardware and software for site deployment
- Installed and configured Brocade switches
- Prepared over 300 Android terminals with image deployment
- Built server racks and installed networking devices, including smart UPS
- Conducted tests and evaluations on new and old bedside terminals.
Education
Advanced Diploma - Computer Science
Mohawk College of Applied Arts and Technology
Hamilton, ON01.2018
Skills
- Network and System Administration
- Technical Support and Troubleshooting
- Network Security
- Customer Service
- Knowledge of ServiceNow
- Freshservice
- ITIL Foundation V3
Certification
- CompTIA Network+
- CompTIA A+
- CompTIA IT Operations Specialist
- Currently studying for CompTIA Security+
Accomplishments
- Successfully resolved over [number] helpdesk tickets at Lutherwood, maintaining high customer satisfaction.
- Played a crucial role in implementing new firewall systems, enhancing network security.
- Contributed to a project upgrading company operating systems, resulting in improved performance and efficiency.
Languages
English
Full Professional
Timeline
Service Desk Analyst
Starling Community Services (formerly Lutherwood)
05.2022 - Current
Desktop Analyst
Woodbine Entertainment Group
09.2018 - 05.2022
IT Solutions Technician
HealthHub
08.2016 - 12.2016
Advanced Diploma - Computer Science
Mohawk College of Applied Arts and Technology
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