Ronald Orie
Saskatoon,Canada
Summary
Self-motivated Desktop Support Analyst with over two years of experience in information technology, focusing on diagnosing, problem-solving, and resolving end-user software and hardware issues, including PBX and VoIP systems, with measurable results in first-contact resolution. Proficient in Microsoft 365 (OneDrive, Teams, SharePoint Online) and experienced in maintaining confidentiality and delivering efficient support within a fast-paced IT help desk environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst
Tata Consultancy
05.2022 - Current
- Diagnosed and problem-solved various software and hardware issues, including computers, peripherals, tablets, and mobile devices, achieving a first-contact resolution rate of 85% within the help desk team.
- Supported PBX and VoIP systems, ensuring seamless communications for City facilities and troubleshooting technical issues effectively.
- Provided first-level user support on the IT help desk for Microsoft 365 applications, including OneDrive, resulting in a 20% reduction in recurring user queries.
- Performed user administration across City systems, assisting with onboarding, transfers, and offboarding processes, with measurable improvements in onboarding efficiency.
- Deployed software and firmware updates to desktops, printers, and other devices, ensuring compliance with security protocols and reducing reported security vulnerabilities by 15%.
- Created and maintained an IT asset inventory and managed software licenses, reducing asset tracking discrepancies by 30%.
- Developed knowledge base articles to enable self-service support, contributing to a 10% decrease in help desk requests for recurring issues.
IT Support Technician
EOS IT Solutions
10.2017 - 04.2021
- Delivered reliable hardware and software support in an enterprise information technology environment, managing over 200 tickets monthly with a high standard of confidentiality.
- Monitored and logged help desk tickets, consistently meeting service level agreements and efficiently solving problems to address end-user needs.
- Supported phone systems, including VoIP and PBX, ensuring that all endpoints were configured correctly and communication issues were resolved with measurable improvements in response time.
- Contributed to developing IT policies and procedures, implementing baseline Windows security configurations that reduced unauthorized access incidents by 25%.
- Cross-trained with team members, enhancing department-wide problem-solving capabilities and filling support gaps as needed.
Junior Systems Technician
Bechtle Direct Limited
08.2014 - 07.2017
- Provided on-site and remote support for various IT systems across multiple locations, including software installations, firmware updates, and security patches, contributing to a 40% increase in system uptime.
- Assisted with the deployment and configuration of VoIP and PBX phone systems, enhancing communication capabilities for 50+ users with minimal downtime.
- Performed initial setup and ongoing support for employee devices, including computers, tablets, and mobile devices, ensuring alignment with City IT policies and security standards.
- Monitored help desk ticketing system to address incoming user requests efficiently, achieving a 90% closure rate within defined SLAs.
- Supported IT asset management by tracking hardware and software inventory, streamlining the process for replacements and upgrades and reducing lost or unaccounted items by 25%.
- Developed procedural documentation for frequently encountered issues, reducing repetitive support inquiries by 15%.
Education
Master of Science - Network And Information Security
Griffith College
01-2019
High Diploma Information Technology in Computing
Griffith College
01-2018
Bachelor of Science - Computer Science
Madonna University
01-2011
Skills
- Operating Systems: Microsoft Windows OS (current versions)
- Enterprise Applications: Microsoft 365 (OneDrive, Teams, SharePoint Online)
- Help Desk & Ticketing Systems: Skilled in IT ticket management and issue tracking
- Hardware & Software Support: Troubleshooting computers, peripherals, tablets, and mobile devices
- Phone Systems: Proficient in PBX and VoIP systems, providing technical support and troubleshooting
- Security & Firmware Management: Knowledgeable in Windows security configurations and firmware updates
- Customer Service: Skilled at building relationships with end-users, with a focus on effective problem-solving
Certification
Certifications
- ITIL Foundations Certification
- Microsoft Certifications
- Class 5 Driver's License
Timeline
Desktop Support Analyst
Tata Consultancy
05.2022 - Current
IT Support Technician
EOS IT Solutions
10.2017 - 04.2021
Junior Systems Technician
Bechtle Direct Limited
08.2014 - 07.2017
Master of Science - Network And Information Security
Griffith College
High Diploma Information Technology in Computing
Griffith College
Bachelor of Science - Computer Science
Madonna University