Rachel Dawson Franklin
Victoria,BC
Summary
Energetic and resourceful individual with knack for problem-solving and positive, upbeat attitude. Deep understanding of IT frameworks and protocols, coupled with adeptness in troubleshooting and technical support. Committed to delivering efficient solutions and enhancing user satisfaction.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
BC Ferry Services
03.2023 - Current
- Own and manage the service desk knowledge base, and advise service desk staff of ITSM best practice procedures
- Lead and manage orientation, guidance, and training to new hires and the service desk team
- Refine sustainment support procedures and transitions project support to sustainment according to ITIL principles
- Allocate and coordinate service desk resources for after-hour support
- Comply with and support BC Ferries standards, policies, and procedures and security standards
- Lead and manage the Root Cause Analysis investigation process for major incidents
- Provide leadership guidance as a back-up during Team Lead absences
- Perform intermediate and associate analyst role functions as required
Intermediate Service Desk Analyst
BC Ferry Services
04.2019 - 03.2023
- Provided tier-1 support to the user community, resolving user queries, incidents, and requests
- Analyzed and resolved all application software or hardware incidents and requests from end-users
- Accurately logged and tracked incidents and requests from identification through resolution stages
- Provisioned Oracle, Active Directory, email and MS Teams accounts while maintaining access levels according to IT security standards
- Provided after‐hours pager support for operationally critical incidents
Associate Service Desk Analyst
BC Ferry Services
01.2017 - 04.2019
- Worked closely with first, second and third tier support staff to received, resolved / assigned, and monitored IT related incidents and requests
- Under direct supervision, performed remote desktop problem resolution; software installations and upgrades to operating systems and layered software packages; scheduled installations and upgrades and conducted hardware and software audits
- Undertook independent learning to keep up with new protocols
- Provided after‐hours pager support for operationally critical incidents
Customer Sales and Service Agent
BC Ferry Services
04.2015 - 12.2016
- Handled incoming calls from customers requiring information, support and/or reservations for all BC Ferries routes
- Provided comprehensive and detailed information on BC Ferries routes and terminals to respond to customer inquiries
- First point of contact for customers calling with travel concerns and frustrations, requiring strong communication and conflict resolution skills
Project Manager
IBM
12.1998 - 01.2014
- Managed IBM Global Services offering development projects
- Liaised with project stakeholders to ensure project plan timelines were met
- Wrote and edit technical documentation
- Collaborated to develop and document process and procedure
- Developed and edited IBM intranet web content
- Managed IT Services marketing communications deliverables creation cycle
- Trained and managed an offshore, 15 person team of writers
Education
BA (Hons) Upper Second Class -
Southbank Polytechnic
London, UK06.1991
Skills
- Creative problem solver
- Seasoned technical writer
- Experienced process developer
- Independent and self-motivated team player
- Proficient multi‐tasker
- Strong team player
- Excellent communicator
- Patient and experienced trainer
Certification
ITIL 4
Itskillsandproficiencies
- Microsoft technologies
- Active Directory
- Oracle
- Virtualization experience - Citrix
- Disaster recovery fundamentals
- SharePoint
- Network fundamentals
- Cherwell and ServiceNow
Languages
English
Native or Bilingual
French
Full Professional
German
Professional Working
Spanish
Professional Working
Advocacy
BC Ferry and Marine Workers Union - Local 9 President
Support Union members with both personal and professional issues
Collaborate with Human Resources on compromises that work for all parties
Empower other bargaining unit members to take leadership and support positions within the local
Software
Microsoft technologies
Active Directory
Oracle
Virtualization experience - Citrix
Disaster recovery fundamentals
SharePoint
Network fundamentals
Cherwell and ServiceNow
Timeline
Senior Service Desk Analyst
BC Ferry Services
03.2023 - Current
Intermediate Service Desk Analyst
BC Ferry Services
04.2019 - 03.2023
Associate Service Desk Analyst
BC Ferry Services
01.2017 - 04.2019
Customer Sales and Service Agent
BC Ferry Services
04.2015 - 12.2016
Project Manager
IBM
12.1998 - 01.2014
BA (Hons) Upper Second Class -
Southbank Polytechnic
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