NICOLE PALEN
Winnipeg,MB
Summary
Analytical and performance-driven IT Support with over 6 years of experience in providing support and feedback to clients through different channels. Leveraging troubleshooting and multitasking skills to manage high volumes of workload without compromising on the quality of support provided. Seeking a challenging position at an organization that allows for further career advancement and exposure.
Overview
12
12
years of professional experience
Work History
Computer Helpdesk Specialist
Frontier School Division
Winnipeg, Manitoba
03.2021 - Current
- Manages the tracking, dispatching, and completion of support requests.
- Providing support in person, via email, over the phone, or through remote access (Goverlan, SCCM, Beyond Trust) through basic problem-solving processes.
- Diagnosing issues with computer software, peripherals, projectors, smartboard and hardware.
- Running software diagnostic tools and physically inspecting hardware systems.
- Adding printers to the domain, configuring paper tray settings, and setting up static IP addresses. Replace toner and drums for printers.
- Resolved complex help desk tickets for end-user support, resulting in over 95% user satisfaction.
- Completing support tickets (JIRA and Zendesk).
- Active Directory administration and configuration concerning user accounts, computers, and 'Organizational Unit' placement.
- Maintaining the FSD website.
- Imaging (SCCM) computers and laptops.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions. Installing and upgrading hardware and software systems.
- Providing support for mobile devices for Android and iOS.
- Train end users on the new software and hardware system.
- Documented repair processes, and helped streamline procedures for future technical support actions.
Machine Operator
Price Industries
Winnipeg, Manitoba
02.2018 - 03.2021
- Prepares work to be accomplished by studying assembly instructions, and parts lists; gathering parts, subassemblies, tools, and materials.
- Assembles components by examining connections for correct fit; fastening parts and subassemblies.
Computer Technician
Computers for Schools of Manitoba
Winnipeg, Manitoba
06.2016 - 09.2017
- Hardware/Software installation.
- Timely technical support, on-site or via phone.
- Media sanitization
- Hardware assembly/disassembly.
- Set up, troubleshoot, printer, scanner, and other peripherals.
- Project leading
- Data Recovery
- End-user support
- Peer Mentoring
- Windows and Linux
- Managed inventory of parts and supplies for repair services.
- Monitored system performance metrics to ensure smooth operation of all connected devices.
Application Developer/Helpdesk Support
Natural Science Research Unit, Saint Louis University
Baguio City, Philippines
08.2013 - 12.2013
- Developed results analysis of research for printing and storing information to a database.
- Provided technical and troubleshooting assistance related to hardware and software, installation of software, and coaching on how to use the new software.
Web Developer/Technical Support
Cybersoft Integrated Geoinformatic Inc.
Quezon City, Philippines
04.2013 - 06.2013
- Developed a time tracking website to track employee information, generate printed results of records and graphs using PHP, JavaScript, CSS, HTML, and MySQL for the database to optimize efficiency and productivity.
- Installed and configured computer hardware, software, systems, networks, printers, and scanners.
- Investigated, diagnosed, and resolved computer software and hardware faults.
Education
Diploma with Honors - Network and Database Administration
CDI College
01.2016
Bachelor of Science Degree - Information Technology
Saint Louis University
01.2014
Skills
- Knowledge of computer components
- Trained to install, operate and update firewalls and Anti-Virus Software
- Knowledge of routers, bridges and switches
- Connect, troubleshoot, assemble, repair, upgrade and install hardware components
- Configure, install, troubleshoot and upgrade software
- Understand key concepts and terms of database systems
- Skilled in building and maintaining databases using Access and SQL
- Operated database tools and interfaces including logical database models
- Manage data manipulation and enforce business logic
- Understanding of Active Directory, Terminal Services, Ethernet
- Knowledge on creating user ID's, roles, groups OU's (Organizational Unit); IP addressing and Subnetting, Routing concepts
- Knowledge of OSI Model, TCP/IP protocol, VPN, DNS, DHCP and internet connectivity
- Windows Server 2003 and 2008
- Office(365) Word, Excel, PowerPoint, Access, Outlook, Visio, Project, Adobe(Acrobat Pro, Photoshop)
- Sharepoint
- OneDrive
- Skype/TEAMS
- Web Browser (Google, Microsoft Edge etc)
- Windows 10
- Windows 11
- MacOS
- Ticketing Application (Service Now, Jira, Zendesk)
- Azure
- Active Directory
- Adobe Admin
Practicum Experience
- Web Developer/Technical Support, 01/2013, 12/2013, Cybersoft Integrated Geoinformatic Inc., Quezon City, Philippines, Developed Time Tracking Website to track the employee's information, generate printing results of records and graphs using the language of PHP, JAVASCRIPT, CSS, HTML and MYSQL for database to optimize efficiency and productivity., Installed and configured computer hardware, software, systems, networks, printers and scanners., Investigated, diagnosed and resolved computer software and hardware fault.
- Application Developer/Helpdesk Support, 01/2013, 12/2013, Natural Science Research Unit, Saint Louis University, Baguio City, Philippines, Developed Results Analysis of a Research for printing and storing information to database., Provided technical and troubleshooting assistance related to hardware and software, installation of software and coaching how to use the new software.
References
Available upon request
Timeline
Computer Helpdesk Specialist
Frontier School Division
03.2021 - Current
Machine Operator
Price Industries
02.2018 - 03.2021
Computer Technician
Computers for Schools of Manitoba
06.2016 - 09.2017
Application Developer/Helpdesk Support
Natural Science Research Unit, Saint Louis University
08.2013 - 12.2013
Web Developer/Technical Support
Cybersoft Integrated Geoinformatic Inc.
04.2013 - 06.2013
Diploma with Honors - Network and Database Administration
CDI College
Bachelor of Science Degree - Information Technology
Saint Louis University
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