Napoleon Felwa
IT Analyst Professional
Burnaby,BC
Summary
Accomplished IT Analyst with a proven track record in Global & Multinational companies, adept in IT troubleshooting and fostering team collaboration. Enhanced system reliability and reduced downtime significantly, demonstrating strong problem-solving and interpersonal communication skills. Skilled in IT troubleshooting, system maintenance, cybersecurity, ensuring optimal performance and security.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
Work History
IT Analyst
FirstService Residential
2016.11 - Current
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Monitor on-prem and cloud servers with server and infrastructure team.
- Promoted collaboration among IT team members, facilitating knowledge sharing, and skill development opportunities.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Administered new employee onboarding, ensuring that new hires become well-acquainted and confident with the company's systems.
- Enhanced system reliability by conducting regular software updates and hardware maintenance.
- Managed IT peripherals from procurement to deployment of laptops, desktops, and mobile devices for more than 300 employees.
- Trained users on software and applications, IT security, and company IT processes and procedures, providing them with timely documentation and training materials.
IT Technician
THE BOEING COMPANY- Leader In The Aerospace Industry
2007.11 - 2013.08
- Provides in-house and remote desktop/technical support for global IT and infrastructure, supporting 500+ employees.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices, such as printers, scanners, and projectors.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Configured systems according to prescribed software and hardware frameworks.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
IT Support Specialist
Hewlett-Packard Company
- Diagnosed and troubleshot hardware, software, and network issues.
- Maintained documentation of IT systems, processes, and procedures for easy reference by team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Established strong working relationships with colleagues, fostering collaborative environment that enhanced IT support delivery and efficiency.
- Used ticketing systems to manage and process support actions and requests.
Education
Associate of Applied Science - Cisco Networking
New Horizons Computer Learning School
Singapore 2010.08 - 2010.11
Associate of Applied Science - PC Hardware & Networking Technology
CRON Computer School
Singapore 2001.10 - 2001.12
Bachelor of Science - Information And Computer Systems
University of The Cordilleras
Baguio City 1987.05 - 1993.08
Skills
IT Troubleshooting
ITIL Knowledge
Customer Support
Information Security
Written Communication
Multitasking Abilities
Analytical Skills
Interpersonal Communication
Teamwork and Collaboration
Project Documentation
System Maintenance
Active Directory
Microsoft Intune Admin
Microsoft Entra
Microsoft Sharepoint
Citrix Workspace
Citrix Virtual Apps & Desktops
Citrix Director
Languages
English
Full Professional
Timeline
IT Analyst
FirstService Residential
2016.11 - Current
Associate of Applied Science - Cisco Networking
New Horizons Computer Learning School
2010.08 - 2010.11
IT Technician
THE BOEING COMPANY- Leader In The Aerospace Industry
2007.11 - 2013.08
Associate of Applied Science - PC Hardware & Networking Technology
CRON Computer School
2001.10 - 2001.12
Bachelor of Science - Information And Computer Systems
University of The Cordilleras
1987.05 - 1993.08
IT Support Specialist
Hewlett-Packard Company
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