Resolves Second Level incidents for desktops, laptops, personal mobile devices, network/remote connectivity, and Desktop Services Core applications using established technical and procedural knowledge Identify complex issues in Desktop Services environment.Support processes and work towards closing gaps through updates to documentation, KBA’s, resolution of issues and process improvement recommendations.Provide initial problem identification, determination and assess the criticality of identified problems including business impact.Provides incident queue management services Collaborate with SES teams, business and third-party vendor to quickly resolve complex issues.Conducts root cause analysis for complex incidents and documents results.

• Operational and technical support for PC and mobile device users including installation, troubleshooting and deployment.• Software deployment and updating, including regular subscription software, patches and updates.• Setting up office 365 users assigning roles and licenses. Troubleshooting office 365 and exchange queries.• Configuring users, computers, printers and file jobs in server 2008 and server 2012.• Creating backup servers and backing up share drives to Dell SonicWall.• Manage and archive terminated users.• Setting up VPNs for the onsite users.• Excellency in Citrix Sharefile for synching job folders to site users.• Expert in various o365 products like Office, SharePoint, Onedrive, Skype.• Setup and configuration of computers, laptops, displays, printers, wireless devices, web phones, cell phones, iPads, etc.• Guidance and answering day-to-day questions users may have with software and hardware.• Installation, administration and support of Server and infrastructure environment.

• Provided through support and problem resolution for Employees of Government of Manitoba.• Maintained composure and patience in face of difficult customer situations. • Setup/Troubleshot IOS and Blackberry devices for new and existing users.• Managed users on Active Directory. • Managed, added and removed BB users on BES12 server. • Dealt with airwtach console for iPhone/iPad users. • Led a team of technicians for the PC renewal process of Government of Manitoba. Resolved any issues which crop up during/after deployment.• Backed up and restore confidential data on Government of Manitoba computers.• Pushed patches and software to users through SCCM12• Analyzed and Resolves operational problems with desktops, laptops, networks and printers. • Network wiring and Installation of switches. • Responded to the tickets (Service Now), while ensuring no delays. • Installed and reloaded operating systems with drivers and required software. • Performed hardware and account setup for the new employees. • Installed hard drives, RAMs, NICs, Mother Boards and processors.• Troubleshot internet/network connectivity problems and solved them.

• Solved issues like hardware changes, installing drivers, software problems, configurations and internet connectivity. • Provided one-on-one end-user support and problem resolution remote and onsite.• Troubleshot and resolved minor network related issues.• Assisted MSA support technicians in server migration and replacing 65 PCs. • Assisted technical resources by troubleshooting software, hardware, and network issues.