Devon Harris, Iaitam Champ Email & Phone Number

• Develop, track and accurately update asset registries, classes and categories.
• Participate and contribute in various projects related to IT asset management.
• Update and maintain the Configuration Management Database (CMDB)
• Track, update and close asset related service requests within the agreed upon SLA
• Participate in the development and maintenance of asset management policies, procedures, systems and measurements in order to manage the asset portfolio, identify risks, track costs and control adherence
• Collaborate with IT infrastructure and service teams to determine trends in asset performance as well as gathering feedback for device satisfaction.

• Maintain complete documentation of problem cause, impact and resolution for all calls received to improve operational efficiencies for Flynn and its 5000+ employees
• Recorded problems into Zendesk ticket system regarding status, escalations, and closure. With an average of closing over 500 tickets per month
• Escalate and issue alerts for problems representing a service impact to the various offices.
• Resolve 90% of all incidents and requests without escalation
• Configuration and support for Video Conference systems (Microsoft Teams Meeting Room Systems), necessary for closing sales opportunities.
• Manage, and administer contracts for software and application services and products across the organization(e.g. Autodesk, Microsoft, products)

 Maintain company support request mailbox for 500 plus users Maintain complete documentation of problem cause, impact and resolution for all calls received Escalate and issue alerts for problems representing a service impact to the various offices. Resolve 90% of all calls without escalation Monitoring and managing Active Directory Implemented.

 Completed the processing of application and system jobs on HP and Windows systems, including for MARIE, SOLO and Synergy systems.  Verified job logs for successful completion and, if necessary escalated errors to System Administrators, DBA’s and/or IT Application teams. Verified the sent/received backup tapes off-site for all SOCAN computer systems. .

Toronto, Canada Area

 Provided phone, desk side, email, and remote support to 1200+ Collectcorp employees in office and remotely from home. Recorded problems into the revelations helpdesk ticket tracking system regarding status, escalations and closure. With an average of closing over 300 tickets per month. Troubleshoot various hardware issues on PCs, Laptops and printers.