Jennifer L. Email & Phone Number

Calgary, Canada Area

Calgary, Canada Area

Directly assisted end users with support related to connectivity, routers, and other critical interfaces. Assisted them through advanced problem solving techniques.Key Achievements:- Spearheaded the Windows 7 and Office 2010 computer migration team. Included software/application transfers throughout the entire process.- Directly supported end-users across 200+ sites throughout North America. Stepped in and assisted overseas operations when required.- Collaborated with other IT groups throughout the organization to test and validate potential new software solutions.

Calgary, Canada Area

Tracked and responded to all requests for IT service from internal team members/end-users. Successfully navigated complex technical issues and arrived at permanent corrective actions.Key Achievements:-Escalated tickets to other IT groups based on the ticket’s complexity and technical requirements. Engaged other team members and collaborated to finish each request.-Shared a continually rotating 24/7 schedule with all other helpdesk team members. Rotated frequently and adequately covered all shifts.-Closely monitored the HP Service Manager Queue and reacted proactively to any urgent issues. Avoided additional equipment/network downtime.

Calgary, Canada Area

Fielded all incoming IT-based phone inquiries and requests for support from internal end-users. Successfully completed IT ticket requests and prioritized fixes based on their urgency and order.Key Achievements:- Tested hardware and software through the use of a remote desktop system. Enhanced the interactive repair/resolution process with the end-user’s support.- Participated in a rotating schedule based on a fair distribution of workload. Optimized the scheduling process and virtually eliminated excessive overtime. - Deleted, maintained, and created accounts based on new user requests as well as the requests of senior leadership with a same or next day turn around.

Calgary, Canada Area

Acted as first line of defense for the tracking and answering of all IT-based phone inquiries throughout the organization. Assisted internal and external stakeholders with any questions and problems.Key Achievements:- Monitored the helpdesk system throughout the day and prioritized workload based on number and urgency of issues. Reduced response time to all issues by 2 days.- Processed all user account activation's and assigned permissions based on management and user requests. Escalated requests appropriately based on security requirements. - Drafted and end-user FAQ manual that contained fast corrective actions for most common problems. Reduced helpdesk support system traffic by 70%.

Calgary, Canada Area

Championed all night operations and secured deliveries. Tracked loads and quickly resolved errors throughout the delivery schedule. Distributed incoming material to the correct distribution point.Key Achievements:- Streamlined the load mapping, picking, printing, and distribution process. Consolidated or automated some processes which increased efficiency and productivity.- Closely examined invoices and verified their content against the content of the delivery. Proactively identified errors and rejected loads if necessary.

Comptia A+, Computer And Information Sciences And Support Services

Server 2008 Certificate Of Achievement, Server Administrator

Classes covered basics of Server 2008 operating systems