Kyle Bussell Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

- Creating and managing users in Active Directory.- Creating and managing Group Policy/Group Management in Active Directory.- Creating and managing email accounts in Office 365 & Microsoft Azure.- Handling and troubleshooting of PC Hardware and Software problems.- Solving user issues on printers, scanners, peripherals, modems and other pci devices.- Managing and maintenance of Windows Server.- Handling of databases, networks (LAN, WAN) patch management.- Configured and installed networking infrastructure (Firewall, Switches, wireless APs) anddomain transfers in newly acquired sites.- Connected network infrastructure via site-to-site VPN's while maintaining currentsolutions to maintain the site's effectiveness (VLANs, IP allocation, Subnets)- Onboarding and offboarding of new and resigned employees.- Managing of IT Asset deployment and inventory.- Reimaging of laptops & desktops.- Very proficient in Windows 10/10 Pro/11 and Macbook laptops.- Dealing with differing problems in computer networks, VPN issues, BitLocker issues.- Resolving mobile and tablet issues using Microsoft Intune (Android & iOS)- Creating and setting up of Remote Desktop Connections.- Creating and managing Sharepoint sites.- Using Cherwell Service Management & Service Now as our ticketing system for any technical concerns or request monitoring.- Assisting end user's technical concerns via call, email, remote session or onsite.- Addressing escalated tickets from Tier 1 supports for further troubleshooting and checking.- Handling of ticket analysis, service interruption analysis, triaging of issues, coordinationwith relevant teams for further checking and resolution.- Heavy lifting of technology equipment.

Philippines

- Handling and troubleshooting of PC Hardware and Software problems.- Solving user issues on printers, scanners, peripherals, modems and other pci devices.- Creating and managing user accounts and group policy/management in Active Directory.- Creating and managing user email accounts and multi-factor authentication in Office 365 and Microsoft Azure.- Dealing with differing problems in computer networks, VPN issues, BitLocker issues.- Resolving mobile and tablet issues using Microsoft Intune (Android & iOS)- Onboard and offboard user accounts & accesses via Athena SaaS.- Assisting end user via remote sessions to their virtual desktop interface to provide an immediate resolution regarding various technical concerns.- Acting as a point of contact to support service users and customers reporting issues, requesting information, access, request, incident or other services.- Delivering customer service through multiple channels including calls, chat and self-service with continuous service improvement and handling in Service Now ticketing system tool.- Identify and diagnose level 2 & 3 network issues, computer hardware issues and network outages to categorize and also record reported queries to provide solutions or proper coordination with local, International carriers and Internal support groups.- Handling of ticket analysis, service interruption analysis, triaging of issues, coordination with relevant teams for further checking and resolution.- Following standard service desk operating procedures by accurately logging all service desk tickets using Service Now ticketing system tool.- Ensure that the stats is maintained as per agreed Turn Around Time and Service Level Agreement with clients.- Manage all queries or escalate with timely resolution to the proper internal support team if not resolve as per the defined help desk policies and framework.

Philippines

Producing marketing/gaming copy to advertise and entertain a group of viewers, writing blog posts about industry-related topics and promoting quality content on social media.

Makati, National Capital Region, Philippines

- Leading escalated technical concerns and training of new hires.- Resolving of asset and peripheral queries of high profile corporate clients through call, e-mail support and Service Now ticketing system.- Leading team huddles and addressing current concerns and ageing technical issues.- Google Suite managing & monitoring of licenses, services and user information.- Performing DNS provisioning, whitelisting and other DNS services through request tickets.- Handling various of technical concerns regarding Avaya PBX/MPIBX VOip system, services.- Monitor and tracks open escalated service request and incident tickets.- Identify and troubleshoot level 2 & 3 network issues, computer hardware issues, network outages, working collaboratively with different Local Carriers, Field Engineers and Internal Support groups.- Managing of Machine-to-Machine services, GPS tracking system for vehicles/Field Engineers that's performing an onsite-visit with our clients.- Generating daily, weekly, monthly reports of TSSM TOS and provided analysis on the data gathered.

Makati, National Capital Region, Philippines

- Conduct troubleshooting using different monitoring tools, documenting every step of the isolation until full resolution of the outage using Service Now as the ticketing system tool.- Changes ports and modem configuration for affected circuits.- Handling of router switching, monitoring & configuration.- Managing of firewall configuration and maintenance.- Ensures the end-to-end customer experience and provides a single point of contact for the costumer inquiries/service request receive via email, call, and ticketing systems.- Multitasks in order to handle calls, tickets, emails and requests in real-time environment.- Identifying and troubleshoot level 1 & 2 network problems/outages, working collaboratively with different Local Carriers, Field Engineers and Internal Support group.- Contribute actively to ongoing process improvements within company and client networks.- Proving assistance in configuration and maintenance of client servers, switches, and routers.