Shelby-Rae Tipewan

Duties

· As a frontline support I was responsible for fielding calls from our casino sites

· SIGA has a user base of 1300+

· In addition to fielding phone calls/emails I was sent onsite to troubleshoot and deploy hardware

Supporting Enterprise applications

· Office365, Active Directory, JDE, UKG, Itrack/Fintrack,

o Creating users in AD/applications

o Creating mailboxes

o Password resets

o Troubleshooting / Support.

o Supporting organizations migration to Office 365 and assisting with end users during transition

o Creating requisitions for purchasing in JDE

o Creating documentation for end users (office 365)

Supporting PC/Laptops lifecycle

· Receiving hardware, inventory, tagging.

· Imaging Dell Desktops and Laptops, Quality testing both desktops and laptops to siga standard before employee usage.

· Deployment to end users

· Receiving old hardware for disposals.

· Configured apple smart phones for company standard usage

Software Used

Cisco Finesse Call centre

ITSM ticketing solution - Cherwell

Windows 10

Dameware (remote connection)

Microsoft Deployment Toolkit

PDQ Deploy

PDQ Inventory

Deploying Adobe Acrobat Teams DC

Office 365

MS Teams

Active Directory

Hardware Supported

· Dell/HP laptops and desktops

· Point of Sale Hardware (Dinerware)

· Printer – Konica Minolta

· Cisco Phones

· Apple / Android phones

· And supported PC accessories

Roles and responsibilities:

• worked independently to advise clients on specific products and services throughout the Computer, Audio Video and Photo/Electronics departments.
• positioned London Drugs as a destination for trusted experts when it comes to consumer electronics technology.
• provided quality service in a professional, courteous, and helpful manner
• stayed up to date on new technology/products and will attend product knowledge seminars.
• performed inventory counts, merchandise, and maintain the professional sales image of the department.

• Rolled out hardware setups for summer students working at SIGA.
• Created sharepoint documents for Office 365 Applications.
• Found and cleaned up Active Directory records comparing to internal records.

• Exercised leadership capabilities by successfully motivating and inspiring others.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Maintained proper Covid-19 Safety Protocols.

• Greeted customers and responded promptly to customer needs.
• Addressed customer needs and made product recommendations to increase sales.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Answered questions about store policies and addressed customer concerns.