Sergio Pardini
Winnipeg,MB
Summary
A Bilingual (English/Spanish) Identity, Access Management Business System Analyst with over twelve years of experience with Active Directory Services, BMC Remedy on Demand Incident Management system, 2010 Microsoft Exchange EMC and shell, DFS technology as well as managing technical support related to computer systems account creation & management process. Expert in gathering, analyzing and defining computer account requests requirements; assisting in creating and reengineering business processes for Incident & Access management. Proven ability to lead seamless implementations and deliver next-generation technical solutions improving efficiency and workplace productivity.
Overview
16
16
years of professional experience
43
43
years of post-secondary education
Work History
Senior IT Service Desk Analyst
MPI – Manitoba Public Insurance
Winnipeg, Manitoba
08.2022 - 10.2022
- Provide assistance and direction to internal and external stakeholders on Information Technology systems with intermediate to advanced knowledge of software and hardware support and troubleshooting methodologies, while providing a high level of quality customer service
- Hardware support includes desktops, laptops, mobile phones, networking and telephony equipment
- Software support includes MS Office Products, specialized applications and other internally developed applications specific to MPI
- Document outcomes of technical support inquiries using Remedy Ticketing system
- Escalate issues, when needed, to the Incident and Problem Manager Specialist to assist in resolution
- Deploy peripheral equipment and maintain a pool of loaner laptops for emergency and temporary usage requirements
- Act as the single point of contact for broker technical issues, which include application installation, scanner configuration and password resets
- Collaborate with peers, support teams, supervisors and managers to enhance knowledge documentation and processes that are used to deliver service to customers.
Help Desk Supervisor
Wellington, Altus Private Wealth
Winnipeg, Manitoba
11.2021 - 01.2022
- My main job was to plan, research and establish an Information Technology Service Management Incident Management System, so my time was set to 70% planning and 30% performing other duties as assigned
- Successfully create a Business Plan document establishing this system, suggesting several vendors.
Technical Service Representative
Shaw Communications Inc
Winnipeg, Manitoba
02.2021 - 11.2021
- Provide new and existing customers technical support and promoting the features, benefits and advantages of Shaw products and services to our customers
- Deliver exceptional customer experience while staying within our support scope guidelines
- Look for opportunities to improve our business and elevate customer experiences
- Employ time management and multi-tasking skills to maintain high service levels.
Digital Support Analyst
IG Wealth Management, Manitoba
Winnipeg
11.2019 - 07.2020
- Provide remote control, online, phone, chat and e-mail support to clients, consultants, associates and assistants to all the different inhouse online platforms IG Wealth Management uses to provide financial services to 1 million + customers and over 3000 financial consultants all over Canada & USA.
Service Desk II Analyst, Management Security Operations Support Specialist
Wawanesa Insurance Company
Winnipeg, Manitoba
05.2019 - 11.2019
- Provision user access across multiple internal applications, platforms and domains, including but not limited to, Active Directory, MS Office 365, Lotus Notes, Guidewire Suite, LMS, Blackberry UEM Mobile Device Management System
- Complete daily termination access requests
- Identity & Access
Senior Identity & Access Management Analyst /Queue Analyst /Project Analyst
Manitoba eHealth Services
Winnipeg, Manitoba
08.2006 - 05.2018
- Successfully became the account management team Subject Matter Expert for the main hospital in the city of Winnipeg, Health Science Centre.
Education
Business System Analyst - InformationTechnology
University of Winnipeg
Winnipeg, Manitoba 02.2010 - 10.2018
Certificate - Computer Networking
Manitoba Institute of Trades And Technology,
Winnipeg, Manitoba 09.1998 - 05.1999
Bachelor of Science - Electrical Engineering
Technological Institute of Culiacan
Culiacan, Mexico 02.1989 - 02.2023
Skills
- TECHNOLOGY PROFILE
- BMC Remedy on Demand & ServiceNow Incident Management System
- Microsoft Active Directory Services
- 2010 Microsoft Exchange Management Console and Shell (Manage e-mail profiles)
- VMS / KEA Mainframe and E-mail applications (decommissioned back in 2015)
- Microsoft Outlook, MS Teams
- ITIL v3 certified
- IMAC Specialist
- IBM Tivoli (ITIM, TIM/TAM)
- Self-learning SQL
- PowerShell basic scripting
- Office 365 Cloud Administration Center
- VMware Fundamentals
- Microsoft Azure cloud computing Fundamentals
Timeline
Senior IT Service Desk Analyst
MPI – Manitoba Public Insurance
08.2022 - 10.2022
Help Desk Supervisor
Wellington, Altus Private Wealth
11.2021 - 01.2022
Technical Service Representative
Shaw Communications Inc
02.2021 - 11.2021
Digital Support Analyst
IG Wealth Management, Manitoba
11.2019 - 07.2020
Service Desk II Analyst, Management Security Operations Support Specialist
Wawanesa Insurance Company
05.2019 - 11.2019
Business System Analyst - InformationTechnology
University of Winnipeg
02.2010 - 10.2018
Senior Identity & Access Management Analyst /Queue Analyst /Project Analyst
Manitoba eHealth Services
08.2006 - 05.2018
Certificate - Computer Networking
Manitoba Institute of Trades And Technology,
09.1998 - 05.1999
Bachelor of Science - Electrical Engineering
Technological Institute of Culiacan
02.1989 - 02.2023
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