• Daily user support (BAU) for all levels of clients on phone, remote support and deskside following SLA• Using Jira system to work on tickets, update clients, track work and create incidents• New hire onboarding, creation of domain users, mailboxes, Salesforce accounts, imaging and deploying both Windows laptops and Macbooks, procuring and assigning licenses• Termination of users, revoking access/licenses, account deletion, collecting hardware and backing up data• Hardware… Show more • Daily user support (BAU) for all levels of clients on phone, remote support and deskside following SLA• Using Jira system to work on tickets, update clients, track work and create incidents• New hire onboarding, creation of domain users, mailboxes, Salesforce accounts, imaging and deploying both Windows laptops and Macbooks, procuring and assigning licenses• Termination of users, revoking access/licenses, account deletion, collecting hardware and backing up data• Hardware upgrades, memory upgrades, installing software in-person and remotely, large data transfers• Working on Rogers Business Admin portal to assign corporate phone plans, deploying iPhone and Android devices and provide mobile support• Microsoft 365 Administration, creating/modifying users, assigning license, creating/modifying distribution lists and groups, message tracing, OneDrive admin access, disabling users, mail delegation• Microsoft Exchange administration both on prem and cloud, modifying DL rules, providing user aliases, reporting phishing emails• Using PowerShell scripts to provide mass users access to groups/DL, managing licences and revoking access• Azure AD administration working with O365 multi-factor authentication• Troubleshooting O365 issues, Outlook and MS Teams issues, installing/providing VPN• Inventory management and maintenance of PC, Macs, and mobile phones, deploying and reclaiming• Updating helpdesk documentation for certain tasks and activities Show less

• Tier 3 support of day-to-day operations of users at all levels including organization executives • Used Remedy ticketing system to maintain and keep records, manage escalations and maintain SLA • Coordinated and planned out vendor transactions to meet project deliverables • Provided hardware and software installations with follow up support ensuring functionality (IMAC) • Configuration of mobile devices iOS, Android and asset management • Configuration of networking… Show more • Tier 3 support of day-to-day operations of users at all levels including organization executives • Used Remedy ticketing system to maintain and keep records, manage escalations and maintain SLA • Coordinated and planned out vendor transactions to meet project deliverables • Provided hardware and software installations with follow up support ensuring functionality (IMAC) • Configuration of mobile devices iOS, Android and asset management • Configuration of networking peripherals, IP addresses, TCP/IP protocols DNS values, SMTP/POP3 protocols and mapping servers in accordance with user requirements • Performed workstation lifecycle activities such as imaging PCs, managing asset information in inventory and proper disposal of end-of-life units • Reimaged warranty covered PCs while ensuring data is secured using Windows Deployment Services • Performed data backups, Bitlocker encryption and software patches • Created and modified user objects, asset objects on Active Directory • Headlined 2019 Windows 10 migration project to move to new OS along with configuration of Microsoft O365 Collaboration tools, moved all users from Skype to MS Teams as main communication medium • Admin support for migration project for new applications and VPN configuration for all levels of users • Upgraded computer hardware, RAM, SSD, Adobe and business applications on Lenovo systems • Installation of meeting room technology including Microsoft Teams Rooms consoles, MS Surface Hub, external speaker puck systems, ClickShare and other wireless conferencing solutions • Configuration of conference and desk phones to work with Microsoft Teams • Administration of Microsoft 365 Admin Center • Troubleshooting and documenting issues with Microsoft Teams, SharePoint, Office 365 Suite and Azure AD• Reimaged warranty covered PCs while ensuring data is secured, implemented SCCM support for all users• Reimaged Apple Macbooks, adding new user profiles and implementing JAMF support Show less

• Coordinated deployment of switches according to service design management practices at BMO office towers, and prepared plan documents on MS Project• Testing network connectivity and at BMO office towers and pushing update releases • Assisting team with technical support, knowledge and guidance on deployment standards • Consolidation and reconciliation of resource allocation reports on MS Project• Driving collection of critical metrics for projects on JIRA and reconciliation of… Show more • Coordinated deployment of switches according to service design management practices at BMO office towers, and prepared plan documents on MS Project• Testing network connectivity and at BMO office towers and pushing update releases • Assisting team with technical support, knowledge and guidance on deployment standards • Consolidation and reconciliation of resource allocation reports on MS Project• Driving collection of critical metrics for projects on JIRA and reconciliation of reports • Coordinating and scheduling overnight network switch installs with Bell technicians • Supervising the installs to ensure large scale projects are carried out smoothly without any errors Show less

• Provide day-to-day hardware and software technical support for escalated Tier II tickets based on service priority levels on ServiceNow and Remedy ticketing systems • Maintain records of daily communication, transactions and making sure tickets are resolved and closed under SLA parameters • Maintaining and updating computer asset database • Worked directly with migrating users on all level to Windows 10 and Microsoft 365 Collaboration tools • Administrated support for Win 10 and… Show more • Provide day-to-day hardware and software technical support for escalated Tier II tickets based on service priority levels on ServiceNow and Remedy ticketing systems • Maintain records of daily communication, transactions and making sure tickets are resolved and closed under SLA parameters • Maintaining and updating computer asset database • Worked directly with migrating users on all level to Windows 10 and Microsoft 365 Collaboration tools • Administrated support for Win 10 and MS 365, Outlook, SharePoint, OneDrive and Teams • Installation of A/V technology and Microsoft Teams Rooms consoles • Coordinated OTHR (Office Tower Hardware Refresh) program at Bay/Bloor site • Refreshed computer assets for users when assets reach end-of-life• Deploying Windows/Mac operating system images to laptops complying with network protocols• Creating and updating user profiles and network access on Active Directory • Backing up data and installing software on user PCs both remotely and desk-side • Administering and setting up Entrust tokens both hard and soft for user VPN access Show less

• Provide day-to-day in person technical support for tickets issued from ServiceNow system • Integrating Samsung Android and Apple devices of staff to company portal and private servers • Perform moves, adds, and changes for IT equipment along with asset management • Admin management of Office 365, Skype for Busines and Microsoft SharePoint • Creating and managing SharePoint libraries with associated workflows and retention policies• Research, present and recommend new… Show more • Provide day-to-day in person technical support for tickets issued from ServiceNow system • Integrating Samsung Android and Apple devices of staff to company portal and private servers • Perform moves, adds, and changes for IT equipment along with asset management • Admin management of Office 365, Skype for Busines and Microsoft SharePoint • Creating and managing SharePoint libraries with associated workflows and retention policies• Research, present and recommend new solutions to executive team for IT projects• Setup and configuration of Microsoft Surface devices for all staff• Installation and admin support of Microsoft Office 365 and SharePoint• Designed architecture and pitched proposal for MS Surface Hub and AV conferencing tools for newly renovated conference room• Coordinated and installed MS Surface Hub in new conference room, configured all technology to work with staff MS Surface devices and met all project deliverables • Managing secure and encrypted data in SQL database allowing only authorized access Show less

• First point of contact for end users for all technical issues and service requests. Resolving computer issues via phone, in person or remote access and answering technical questions• Logging of all relevant incident/service request details on ServiceNow ticketing system• Troubleshooting for both hardware and software on Windows 7, 10 and Mac OS• Dealing with anywhere from 30 to 90 calls on a daily basis for service requests• Adding and modifying Active Directory user objects… Show more • First point of contact for end users for all technical issues and service requests. Resolving computer issues via phone, in person or remote access and answering technical questions• Logging of all relevant incident/service request details on ServiceNow ticketing system• Troubleshooting for both hardware and software on Windows 7, 10 and Mac OS• Dealing with anywhere from 30 to 90 calls on a daily basis for service requests• Adding and modifying Active Directory user objects for new-hire onboarding Show less

CSR Skills TD:• Providing customers with LEGENDARY service• Processed daily banking transactions such as deposits, withdrawls, transfers, certifying checques• Selling TD products with extra incentives to high valued clients• Making appointments for branch FSRs to reach daily sales goals• Participating in CEI goals on a daily basis through front line and branch activities• Analyze customer’s banking activities and provide solutions to maximize their assets• Helping… Show more CSR Skills TD:• Providing customers with LEGENDARY service• Processed daily banking transactions such as deposits, withdrawls, transfers, certifying checques• Selling TD products with extra incentives to high valued clients• Making appointments for branch FSRs to reach daily sales goals• Participating in CEI goals on a daily basis through front line and branch activities• Analyze customer’s banking activities and provide solutions to maximize their assets• Helping clients in frontline and covering the lobby to make sure we are working towards the LEGENDARY future for our clients• Created direct deposits, set up mobile apps, set up PTS and transferred products• Identified investment opportunities for high valued clients and set up referrals through Mass Affluent radar prompts and referrals to in branch FSR's Show less

• Creating professional relationships with clients and providing full technological solutions. • Using suggestive selling techniques to increase sales.• Ensuring that the company profits from sales.• Participating in physical inventory counts.• Representing the company in a professional and positive manner.

• Analyzed business and software specifications and outlined the scope of work required toimplement them (project planning using SDLC)• Use case and system diagram preparation using UML methodologies, pivot tables, vlookup fucntions• Communicate project objectives, quality control and operational needs of the end users to theproject team executives• Meetings and presentations with clients about project progress and establish timeline fordeliverables