-Managed the lifecycle of incidents (unplanned interruptions or reductions in quality of IT services)with the primary objective of returning IT services to users as quickly as possible within ITIL aligned processes.• Sent initial, update, and All-Clear broadcast messages upon incident closure.• Managed technical conference call with all involved parties.• Performed RCA (root cause analysis) during problem management stage of the incident to reduce the number and duration of incidents.

• Ensure that all activities meet standardized methods and procedures for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently improve the day-to-day operations of the organization.

• Ensured that all activities met standardized methods and procedures for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently improve the day-to-day operations of the organization.

• Managed the lifecycle of incidents (unplanned interruptions or reductions in quality of IT services)with the primary objective of returning IT services to users as quickly as possible within ITIL aligned processes.• Sent initial, update, and All-Clear broadcast messages upon incident closure.• Managed technical conference call with all involved parties.• Performed RCA (root cause analysis) during problem management stage of the incident to reduce the number and duration of incidents.• Ensured that all the activities designed to implement changes meet defined change management standards.

• Provided technical assistance via phone and email.• Diagnosed and troubleshot a full range of information technology related issues; including desktop and laptop hardware, commercial off-the-shelf software, custom applications, and networking-relatedproblems.• Responded to incoming customer calls, analyzed events & information, diagnosed cause of theproblem, resolved the technical problem, and advised the customer.• Dispatched technical calls that could not be resolved on first level to the line of service.• Documented and logged all pertinent call information (customer info, nature of problem, solution,etc) via call tracking software.• Required to be up to date with all systems and tools used in diagnosing & correcting customer ITproblems.• Required to be up to date with the customer computing environment (Hardware, software &supported applications).• Responsible for following up on unresolved customer issues.• Provided callers with information on overall computer environment status (outages, systemperformance issues, changes).

• Escalated unplanned interruptions and reductions in the quality of IT services within ITIL alignedprocesses.• Recorded front end messages to reduce call influx.• Sent initial incident broadcast notifications to the customer.• Sent incident status and All-Clear broadcast messages upon incident closure.• Identified trends to improve knowledgebase.• Updated outage boards and hot news as required.• Reconciled incidents in reassigned, rejected, resolved, cancelled, and open statuses.• Processed customer satisfaction emails.• Manned hotlines.

• Diagnosed, troubleshot and resolved software, hardware and connectivity issues.• Effectively prioritized issues which allowed me to multi-task and meet service levels.• Answered Level 1 calls when requested by management and increased Level 1 productivity byproviding proactive and reactive deep level technical support and knowledge transfer.• Identified trends to improve knowledgebase.• Supported and participated in Quality Management System improvement processes.• Exceeded traditional support paradigms by striving to provide the most positive total customerexperience possible.

• Upgraded Domain from NT4 to 2000.• Upgraded Exchange Server from 5.5 to 2000.• Implemented test network where client networks were recreated in seconds with Ghost to find,recreate and troubleshoot bugs found in-house and at clients.• Performed business, user, operation, security, and system requirements analysis.• Implemented cost effective solutions to maximize productivity, security and reliability.• Specified, installed, configured, upgraded, patched, troubleshot, monitored and administeredworkstations, servers, OS, NOS, hardware and software.• Analyzed system logs to identify potential issues with network and systems.• Planned, coordinated, and implemented network security measures in order to protect data• Implemented and maintained disaster prevention, preparedness and recovery plan.• Provided tech support to on-site users, offices in Toronto and Paris, and VPN users.• Backed up/restored/archived files and databases.• Managed user accounts, email accounts, folder permissions, and group memberships.• Designed Crystal Reports in proprietary software.