Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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
Ronald Orie