Andy C. Email & Phone Number

Vancouver, British Columbia, Canada

As a service desk analyst, I would assist users with various requests. These requests would beas follows:• Providing access to various applications through security groups• Editing account information through the Microsoft AD console• Providing some basic troubleshooting steps that could be done without having to remote intotheir PC• resetting passwords• calling various vendors to support damaged or malfunctioning devices• Provide excellent customer service while trying to assist those who haveapplications/hardware not functioning as intended• manage emails and various distribution/shared emails through the Microsoft Exchange console• editing/managing various accounts through Azure AD and on-prem AD• Driving directly to the site to troubleshoot issues• Delivering or picking up equipment from our various site locations• Managing SharePoint accessThe ITSM we use is called "service desk" and I have been working with the application for the duration of my employment.While working for Arrow I have been working very independently with minimum supervision and will often make decisions independently to help benefit the department.

British Columbia, Canada

Since this role is the same as my previous role at TransLink do not be cautious if some of these tasks are similar as the role was the same but with a few changes to tasks.As a service desk analyst, I would assist users with various requests. These requests would vary from call-to-call or ticket-to-ticket:• Editing account information through the Microsoft AD console• Providing some basic troubleshooting steps that could be done without having to remote intotheir PC• resetting passwords• calling various vendors to support damaged or malfunctioning devices• Provide excellent customer service while trying to assist those who haveapplications/hardware not functioning as intended• If our team could not directly fix the issue we would escalate the ticket to another team thatcould help.We would use the ticketing system "Cherwell" to log tickets and provide assistance to our users.We had a knowledge base of all our fixes and I have learned to navigate around it to get theanswers needed to assist users. The team I worked with had a very "one team one ticket" mentality so asking for help was never an issue and ownership of tickets was never an issue.Currently, I am on a 6-month contract with BC Ferries that ends Feb 29th.

Vancouver, British Columbia, Canada

As a service desk analyst, I would assist users with various requests. These requests would beas follows:• Providing access to various applications through security groups• Editing account information through Microsoft AD console• Providing some basic troubleshooting steps that could be done without having to remote intotheir PC• resetting passwords• calling various vendors to support damaged or malfunctioning devices• providing excellent customer service while trying to assist those that haveapplications/hardware not functioning as intended• If our team could not directly fix the issue we would escalate the ticket to another team thatcould help.• manage emails and various distribution/shared emails through the microsoft exchange console• editing/managing various accounts through azure ADWe would use the ticketing system "Cherwell" to log tickets and provide assistance to our users.We had a knowledge base of all our fixes and I have learned to navigate around it to get theanswers needed to assist users. Anything I don't directly know I can find the answers throughother means. I was contracted to TransLink for the first 6 months and then transitioned into atemporary employee role after.

Burnaby, British Columbia, Canada

I worked with service now to complete and work on tickets. I would mainly be tasked with troubleshooting remote desktop issues.Being an L1 tech I was always described as "first on the scene" when it comes to troubleshooting. If the task was too much to handle the ticket would be escalated.I worked closely with users to troubleshoot and fix any issues involving consoles or PCs for their remote sessions. There would be times when I would be removing hardware from old PCs and preparing them to be disposed of.I was Contracted out to Electronic Arts for my period with the company. I worked on game consoles and PCs troubleshooting issues.