Peggy Simison
Edmonton,AB
Summary
Focused Help Desk Analyst with [Number] years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
33
33
years of professional experience
Work History
IT Help Desk Analyst
City Of Edmonton Police Service
04.1987 - 07.2020
- Logged support tickets and closed when issues were resolved.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Continual monitoring of 40+ sites for connectivity, hardware and software failures and physical breeches
- Activated accounts and provided group policy administration
- Provided account administration for various Government applications
- Recorded, tracked and documented all issues, interactions and solutions in the required platform
- Trained and mentored new employees on policies and procedures
Part Time Dealer
River Cree Resort & Casino
04.2009 - 10.2012
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Maintained fast, smooth game pace by efficiently handling chips, money, and cards.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
Part Time Dealer
Palace Casino
06.1996 - 10.2008
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Handled and shuffled cards and playing pieces to maintain game integrity.
- Kept gaming areas clean and organized to maintain safe and secure environment.
- Managed chips and money transactions with attention to detail to prevent fraud.
Education
High School Diploma -
Salisbury Composite High School
Sherwood Park, ABService Management Framework
ITIL 4
Foundation CourseworkSupport Desk Certification
HDI (Help Desk International)
Workstation Training For Operators
Interactive Graphics Systems
Edmonton Police Service
Blackjack Dealer
The Gaming Career Center
Skills
- User Experience
- First Level Support
- Software and Hardware Assistance
- Mac and PC Proficiency
- Help Desk Support
- Data Connectivity
- Technical Support
- Customer Support Needs Assessment
Timeline
Part Time Dealer
River Cree Resort & Casino
04.2009 - 10.2012
Part Time Dealer
Palace Casino
06.1996 - 10.2008
IT Help Desk Analyst
City Of Edmonton Police Service
04.1987 - 07.2020
High School Diploma -
Salisbury Composite High School
Service Management Framework
ITIL 4
Support Desk Certification
HDI (Help Desk International)
Workstation Training For Operators
Interactive Graphics Systems
Edmonton Police Service
Blackjack Dealer
The Gaming Career Center
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