Kyle Chartrand Email & Phone Number

Charlottetown, Prince Edward Island, Canada

Responded to calls, live chats and email from users and generated incident tickets in BMC SmartIT Helix ITSM and BMC Remedy AR; ServiceNow, Jira Service Management, ManageEngine ServiceDesk, Cherwell.Performed basic troubleshooting steps, guided the user, gathered pertinent details in point form; linked multiple incident tickets to the related problem or known issue for resolution, user follow-up, verification and closure.Processed account requests and completed assigned tasks for onboarding and offboarding users using Active Directory or Azure; obtained required approvals and notified the requestor before closing their request.

Winnipeg, Canada Area

Supported Cisco Meraki gateways and access points; Ubiquiti dishes and radios; satellite and fiber optic WAN links to nursing stations in remote First Nations communities; and restored full LAN connectivity after outages.Worked with senior Network Operations technicians and onsite resources to troubleshoot and resolve common network issues impacting Internet, Wi-Fi, MB Telehealth, digital x-ray, digital fax and electronic medical record.Configured monitoring dashboards for managed devices and pulled reports using OTRS ticketing system; used the information gathered from reporting to compile a weekly status report spreadsheet for the enterprise client.

Winnipeg, Canada Area

Verified user identity, unlocked accounts, reset passwords and decrypted managed laptops; converted incoming faxed account requests to tickets and tasks to complete in Remedy AR.Resolved user issues with electronic patient/medical record and charting applications, delivered via Citrix client and web portal to health regions and facilities across Manitoba; Assisted users with logging in.Provided after-hours and overnight support for hardware, software, printing, network, digital imaging and MB Telehealth sessions; helped users configure Webmail, VPN and Citrix Workspace from personal devices.

Winnipeg, Manitoba, Canada

Supported users at the former Shared Service Desk for government services web portals; on-call rotation as resource for after-hours level one agents in Montréal if users required level two support.Resolved user issues with early multi-factor authentication methods and helped users to install the required plugins to connect to web and mainframe services including land titles and property registry.Updated KB articles and trained new hires on call handling, user verification and account provisioning, LDAP, Active Directory: updated Child Day Care staff database in Lotus Domino; maintained signatures of security representatives.Participated in VMware physical-to-virtual (P2V) migration of legacy hardware; troubleshooting and resolution of Tivoli Storage Manager (TSM) backups of virtual and legacy servers and databases; patch management and change requests.

Network & Internet Security Specialist Diploma, Network And System Administration/Administrator

Certificate, Microcomputer Systems

Microcomputer Systems Technician Certificate, Computer Installation And Repair Technology/Technician