My role sits within the Helpdesk Support department providing Tier I and Tier II remote support to approximately 200+ company within Canada as well as few in US. Escalate issue to different team and engaging 3rd part for troubleshooting client’s software and application in timely manner. Summary experience:Support clients by spanning Tier 1, 2 and 3 support responsibilities including engaging external partners or vendors to remediate client support needsRemotely investigate & troubleshoot slow or down links between head office and field sitesAdministered Exchange 2007-2016 and Office 365 environments, including mailbox migration and Active Directory synchronization in hybrid deploymentsOther managed systems include: Microsoft Azure, VMware Horizon View VDI, Kaspersky Endpoint Security Support and maintain Different Telephony equipment and softwareGood Knowledge of VLAN's, Switching & Routing, Fortinet

My role sits within the IT Helpdesk department providing direct Helpdesk services to approximately 3000 people across eight Walmart distribution centers located within the western region of Canada. I travel between the sites as required to ensure effective IT functionality across Walmart Logistics enabling efficient logistics of our products across our organization. Summary experience:Resolved issues including hardware and software troubleshooting by researching documentation and following standard corrective steps. Provided issue follow-up status to ensure satisfactory results. Installed, repaired, maintained, and upgraded Windows XP, Windows Vista, Windows 7,8.1,10 , notebook, and Servers. Managed employee hardware including decommissioning old machines, acquiring new machines, data backup and migration. Worked with Active Directory to manage users, printers, and computers; building user network profiles, creating Organizational Units, User Accounts, Groups, resetting passwords, locking and unlocking accounts and assigning NTFS permissions. Supported daily operations, monitoring backups, antivirus status, shared storage space, and network activity.Leveraged user's proficiency by providing additional documentation, recommending and implementing training courses.Creating script and macro as per the requirement of user and department.Pre and post testing of software and application with development team and assist in implement them across the network.Act an SME for all new application and project rolling out in the western region. Improved help desk results and customer support by information and process optimization Assisted in 100% of new hire training ensuring the best use of network and computer resources. Developed documentation to provide users and management with clear, accurate and easy to follow instructions.

My role at Laptop Solutions provided further developed my expertise in hardware computing. I managed a portfolio of 100 clients, providing direct hardware solutions on a daily basis. I took pride in delivering excellent client support by delivering timely and long term solutions to their hardware problems.Summary experience: Troubleshoot lots of desktop and laptop computer with hardware and software problems, as well as monitors everyday Examine and repair computer hardware and peripheral components Take apart and re-assemble computer components and parts Analyzed failed equipment and determine whether the equipment is repairable Determine users technical needs and provided the appropriate solutions Install hardware, software and device drivers on standalone computers Test computers peripherals, hardware and software to ensure that they are working appropriately Organized and sorting of different hardware component, hard disk and RAM etc Sorting of cables (VGA & DVI, power cords, AC adapters, KVM cables), hard disk drives (IDE/SCSI/SATA by rough size).

I worked within an IT team for the town of Georgina, Ontario. Within a team of five we provided helpdesk services to over 500 employees.Summary experience: Ensure effective function of hardware and software Install and maintaining system and application includes upgrading, configuring, performing maintenance and testing. Maintain and updating town's website.Processed inbound and outbound technical support calls.Researched issues on various computer systems and databases to resolve complaints and answer inquiries.Assets maintains and rolling out of new workstation and tracking inventory.Working closely with various departments to troubleshoot application and software required to carry out their daily duties. Track and record all the licence required for software for the entire department.Setting up conference and meeting room. Referred difficult issues to upper management while maintaining positive rapport with customer.Enabling/disabling accounts, making modifications to distribution list

Repairing laptops and ComputerDiagnose and resolve client hardware and software problemsReplacing hardware, memory analysis, backup data.