Alex Tretrop Email & Phone Number

Toronto, On, Ca

Owen Sound, Ontario, Canada

● Provide Commercial Off The Shelf (COTS) Software Support● Support and installation (with vendor support) of County owned client-server software, specifically Accounting, Asset and Maintenance Management, HR, Planning, and GIS software. Provide 2nd level support to Help Desk Analyst on COTS applications.● Works with Business Analyst Programmers to support integrations between COTS applications.● Assess, install, test compatibility, and maintain web and database-centric applications● Assesses SaaS/PaaS applications for fit to departmental needs.● Ensures data management in cloud applications will meet County needs and requirements, i.e.: APIs are available, security and access constraints, data backups, etc.● Creates and updates client and server-side documentation and procedures.● Creates and maintains application portfolio.● Prepares Opportunity Forms for new projects in collaboration with the business unit.● Responsible for maintaining systems and applications security so County data is kept secure and private.● Work with project leads in County departments to define requirements for technology projects.● Research suitable commercial products to fulfill business needs.● Conduct periodic application reviews.

Owen Sound, Ontario, Canada

• Provide general, day-to-day technical and application support to 900+ County of Grey staff• Provide both first and second level hardware, software and desktop support, in-person by phone and remote support, including daily car trips to clients sites located throughout the County of Grey• Provide support for a wide variety of software systems (Microsoft 365/Office, email, Windows issues, printing/networking problems, software installation, user rights, application support)• Administer Microsoft 365 suite• Set up and configured FreshService Help Desk software from scratch• Install/configure computer hardware including desktops, laptops, printers, monitors & smartphones• Manage on-boarding & off-boarding of staff as they join or leave the City• Administer and deploy DUO Multi-Factor Authentication• Perform patching for application software & operating systems (to keep them current & secure)• Create knowledgebase articles, documentation and training materials for application support• Ensure that help desk tickets are completed within service level agreement time frames, are correctly categorized and have fully documented resolutions• Provide exceptional customer service and ongoing staff communications

Mississauga, Ontario, Canada

• Provide technical support services on the IT Help desk of the world’s 6th largest employer• Troubleshoot and resolve desktop, laptop and mobile device operational & connectivity issues for associates in the office and in the field via Microsoft Teams, phone, email and remote assistance • Close 40+ calls daily with 75% first-call resolution (routinely exceeding call-handling targets)• Handle level 1 & level 2 support calls from across Canada and the USA• Provide support for a wide variety of software systems (Microsoft Office, Outlook email, Windows 7 & 10 issues, printing/networking problems, software installation, user rights, application support)• Install & configure a variety of hardware incl. Microsoft & Apple desktops, laptops, smartphones• Provide “walk-up” hardware diagnosis and repair for laptops, tablets and desktop computers• Contributed 150+ help desk knowledgebase entries utilizing the BMC Remedy ticketing system• Provided training sessions for clients to help improve overall technical knowledge including offering seminars on Windows 10 and MS Office functionality (remote & in-person)• Work flexible shifts to support employer’s and client work schedules as needed• Exceptional customer service, client communication, and time management skills

Mississauga, Ontario

• Provide front-line computer support to 5000+ City of Mississauga staff located in 100+ City facilities (e.g. City Hall, community centres, libraries, transit facilities, fire stations)• Top producing new co-op hire (answered most help desk calls of all new 2019 co-op IT technicians)• Log and manage helpdesk calls via Microsoft System Centre Service Manager (SCSM)• Install, maintain and support a variety of computers and peripherals (e.g. desktops, laptops, tablets, Cisco phones, Ricoh MFD’s, printers, scanners, RFID pads)• Conduct PC replacements and upgrades as part of annual PC/laptop upgrade program• Provide software support for a variety of systems (e.g. Microsoft Office, Outlook email, Windows 7 & 10 issues, printing/networking problems, software installation, user rights)• Utilize Active Directory, SCCM, Remote Assistance, Remote Desktop, DaRT on a daily basis• Provide both first and second level support, in-person and via telephone, including daily trips by car to visit clients located throughout the City of Mississauga• Exceptional customer service, client communication, and time management skills• Work flexible shifts to support client work schedules as needed• Performed numerous upgrades of PC’s & laptops from Windows 7 to 10

Guelph

• Reporting to the Help Desk Manager, I was responsible for providing front-line I.T. support to County of Wellington employees in facilities including the Administrative Centre, Ontario Works Program Offices, Social Services, Housing & Employment Services Offices, public libraries and works buildings.• Completed over 170 IT Helpdesk requests providing both first and second level support• Imaged and deployed desktops, laptops, tablets, VOIP phones and printers to end users daily• Upgraded over 80 staff machines from Windows 7 to Windows 10 with minimal client disruption• Used Active Directory/SCCM to resolve Help Desk requests remotely whenever possible• Continually exceeded service level targets and client satisfaction goals

Mississauga, Ontario

• Reporting to the District Manager, I was responsible for installing, maintaining and delivering telecommunications services to business and residential customers in Mississauga & Toronto• Maintained an 85% customer satisfaction rating• Achieved a final score of 88% in the technician training course

Toronto, Canada Area

Reporting to the Producer, I was responsible for marketing an independent short film. This included maintaining social media channels and designing an Indiegogo campaign to increase the film's funding.Key Successes:• Created crowdfunding campaign for the film that generated over $3000 in support.• Managed Instagram and Facebook accounts, acquiring 100+ followers in 3 months.• Created and maintained the film’s promotional website including the design and content.

Ottawa, Canada Area

Reporting to the Head of Communications, I provided media coverage of the 2015 Toronto Pan American Games, including editing videos and designing promotional content for the company.Key Successes:• Collectively designed over 30 advertisements, posters and videos using Adobe Suite. • Logged and updated player statistics through Excel for internal company usage.• Organized and booked lodging for Canadian National players and their families before the event.• Assisted and taught colleagues in use of editing products (Photoshop, Premiere).• Wrote content and promotions for the company's social media in English and French.

Toronto, Canada Area

Reporting to the District Head Umpire each summer, I was responsible for officiating baseball games, ensuring safety and proper standards of play were observed and training new hires.Key Successes: • Umpired over 500+ baseball games at the local level.• Worked alongside provincial Umpires to officiate over 20 regional tournaments.• Volunteered additional hours to support company initiatives in addition to regular duties.

Www.T3Chh3Lp.Squarespace.Com/Alex

Reporting to the Head Editor, I was responsible for creating opinion and news articles for a technology website as well as occasionally appearing on video and podcast content.Key Successes:• Wrote over 200 video game and gadget reviews over 4 years.• Involved in over 15 podcasts speaking about the latest games and technology.

Ontario College Diploma, Computer And Information Sciences And Support Services, Year 2

Bachelor Of Arts (Ba), Radio And Television

International Baccalaureate, High School/Secondary Diplomas And Certificates