Wayne Petgrave
Brampton,ON
Summary
Knowledgeable Desktop Support Analyst well-versed in Windows and Apple operating systems. Troubleshoots malfunctions, updates components and patches software for smooth software operations. Known for thriving in fast-paced environments and making efficient and informed decisions for repairs.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Desktop Support Analyst
Central 1 Credit Union
05.1999 - 10.2023
- Provided on-site and remote technical support to users. Responded to customer inquiries and provided technical assistance over phone and in person. Diagnosed smart phone & tablet issues anlong with network and desktop issues.
- Troubleshot various technical issues dealing with printers, network and phone systems. Performed DHCP reservations.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Installed new hardware and software, patched systems and configured settings.
- Assisted over 600+ clients daily by gaining remote access to computers and manipulating applications. Configured laptops VPN and their direct access connections.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Supported and maintained DNS and DHCP configuration.
- Supported and maintained mission critical applications.
- Provision of storage area network (SAN) using NETAPP data Ontap.
- Automated Routine tasks using Windows Scripts, VB Scripts and Java Scripts.
- Built and Maintained VMware ESX environment.
- Maintained and intergraded multi-vendor LAN. Maintained computer asset inventory.
- Created user accounts and assigned permissions. Supported Azure and Active Directory users and groups.
Education
Bachelor of Science - Computer Information Systems
DeVry University
06.1997
Skills
- Systems Management
- Hardware Upgrades
- End-User Support
- Software Upgrades
- Emergency Response
- Troubleshooting Skills
- Microsoft Windows and Office
- Customer Communication and Empathy
- MySQL, CISCO VOIP, Netbackup 7
- Azure, RSA Token
- Help Desk Support
- Scripts ( VB & Java)
Certification
- Microsoft Certified System Engineer (MCSE)
- Microsoft Certified Database Administrator (MCDBA)
- Mac OSX Certification
- ITIL V3
Timeline
Senior Desktop Support Analyst
Central 1 Credit Union
05.1999 - 10.2023
Bachelor of Science - Computer Information Systems
DeVry University
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