Objective Statement: Dedicated IT lover with a strong background in IT support and a commitment to delivering exceptional customer service. Seeking a challenging role to utilize technical skills and contribute to the success of a dynamic organization.
Hi, I’m
Ross Aldrich Bitchoka
Ottawa
Summary
Overview
11
years of professional experience
Work History
Thales
IT Analyst
05.2018 - Current
Job overview
- Monitored and managed incoming tickets in general ticket queue
- Maintained end-user working environments, including workstations, printers, video conference equipment, cellphones, and VOIP desk phones
- Ensured stability, security, and optimal performance of company's desktop computing environment
- Provided high-level customer service
- Troubleshooting PC hardware and software issues
- Proficiency in Windows 10 and Microsoft Office
- Reacted to high-priority requirements with documentation and follow-through
- Balanced priorities effectively and worked well in both solo and team settings
- Documented solutions and trained other staff
- Strong verbal and written communication skills
- Managed priorities efficiently
- Experience with PC hardware troubleshooting and repair
- Basic understanding of IT enterprise infrastructure
- Minimum 1-2 years of service desk operations experience
- Windows network administration skills
- Ability to interpret technical information and communicate effectively.
Shared Services Canada/Health Canada
Service/Help Desk Agent
03.2015 - 05.2018
Job overview
- Managed inventory, asset tracking, and maintenance of IT assets
- Provided technical support for client operating systems, network software, and office products
- Resolved issues such as password resets, software problems, and security incidents
- Ensured systems were up-to-date with security patches and software updates.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Answered customer telephone calls promptly and appropriately handled needs.
Donna Conna Class Action Lawsuit
Claims Specialist
11.2014 - 03.2015
Job overview
- Assisted in determining eligibility for claims
- Responded to initial questions and guided claimants through the process
- Explained required documents and updated personal information in the database
- Validated compensation checks.
MSI Corps, Bell Canada
Troubleshooting Agent/Customer Rep
06.2013 - 11.2014
Job overview
- Provided troubleshooting support for onsite technicians
- Guided users through diagnostic and troubleshooting processes
- Offering client user customer service and upsold products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
Education
Colonel By Secondary SchoolOttawa, ON
High School Diploma
06.2013
University Overview
Skills
- Technical Skill Set:
- ServiceNOW
- Operating Systems:
- Linux, Windows, MacOS
- Cloud Services
- HTML
- Microsoft Office Suite (PowerPoint, Excel, Word)
- Service Management Applications (Ticket Administration)
- Windows 10
- Assist Enterprise IT Service Management Systems
- VPN
- LAN/WAN
- McAfee Endpoint Solutions
- Mobile Device Diagnostics
- Endpoint Management Tools for Software Deployment
Timeline
IT Analyst
Thales
05.2018 - Current
Service/Help Desk Agent
Shared Services Canada/Health Canada
03.2015 - 05.2018
Claims Specialist
Donna Conna Class Action Lawsuit
11.2014 - 03.2015
Troubleshooting Agent/Customer Rep
MSI Corps, Bell Canada
06.2013 - 11.2014
Colonel By Secondary School
High School Diploma
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