Responding to technical support tickets. Talking directly to the customer to determine the nature of the technical issue. Connecting to the customer’s computer system via remote access. Traveling to the client location for software, hardware or network issues. Identifying the nature of the software, hardware or networking issue. Providing the customer with resolution choices. Installing new hardware, software upgrades, or networking equipment.… Show more Responding to technical support tickets. Talking directly to the customer to determine the nature of the technical issue. Connecting to the customer’s computer system via remote access. Traveling to the client location for software, hardware or network issues. Identifying the nature of the software, hardware or networking issue. Providing the customer with resolution choices. Installing new hardware, software upgrades, or networking equipment. Fixing any software or hardware issues. Providing minor technical or operational training to team members. Completing IT support logs. Show less

As a part of Technical Support Services, I was responsible for supporting IRD systems and software products used for commercial vehicle screening systems and data collection systems. On a daily basis, this position troubleshoots hardware and software issues with remote systems via network or modem communications with customers and staff working on-site in the field. As a primary point of contact, I utilize diagnostic tools to help solve issues or problems; ensuring that I provided and… Show more As a part of Technical Support Services, I was responsible for supporting IRD systems and software products used for commercial vehicle screening systems and data collection systems. On a daily basis, this position troubleshoots hardware and software issues with remote systems via network or modem communications with customers and staff working on-site in the field. As a primary point of contact, I utilize diagnostic tools to help solve issues or problems; ensuring that I provided and maintained excellent customer service.Summary of my position as a Service Support Technician (Technical Support Services):Supported IRD systems and software products for commercial vehicle screening systems and traffic data collection systems.Troubleshooted hardware and software issues with remote systems via network or modem communications.Utilized diagnostic software tools to capture and analyze operational data from sensors and systems installed worldwide.Initiated higher level support requests, initiating quotations for equipment repair and Initiating site visits by field representatives if required.Followed up with customers on service related concerns to ensure customer satisfaction.Continually learned and received training on new IRD products, systems and system components in order to provide customer support. Show less

As a part of Client Services at Viterra Head Office, I was tasked with providing first class customer service at a Tier II level to end users and resolving any issues in a timely manner. With over 1,000+ employees at Viterra; with many locations throughout the country, the Deskside Support group manages and maintains an environment including: desktops, laptops, tablets, thin clients and printers.Summary of my position as a Deskside Support Specialist (Client… Show more As a part of Client Services at Viterra Head Office, I was tasked with providing first class customer service at a Tier II level to end users and resolving any issues in a timely manner. With over 1,000+ employees at Viterra; with many locations throughout the country, the Deskside Support group manages and maintains an environment including: desktops, laptops, tablets, thin clients and printers.Summary of my position as a Deskside Support Specialist (Client Services):Responsible for all Windows desktops, laptops and tablets. These are Lenovo and Microsoft systems and are a mix of Windows 7 and included a rollout of Windows 10 after thorough testing of applications and hardware to determine compatibility.Use of SCCM to deploy operating systems, applications and patches to workstations (was recently provided the opportunity to attend Microsoft training for SCCM).Print Management duties which include repair, replacement and lifecycles of hardware. I am HP certified to perform warranty repairs and diagnosis of printers and can troubleshoot and resolve issues with various HP LaserJet models.Supporting HP thin clients with embedded Citrix (this includes replacement of thin clients and new deployments at locations as well as using HP Device Manager to manage these devices).Using ServiceNow to track all incidents, requests, change management items and assets (hardware, software, etc.) in coordination with the Service Desk and other areas in the IT department. Show less

As a Specialist, Server Operations (Intel) at SaskPower, this position was responsible for maintaining and managing the Windows Server environment at a Tier III level.Summary of my position as a Specialist, Server Operations (Intel):Facilitating and participating in day-to-day maintenance of all Windows server systems (2003, 2008 and 2012) - physical and virtual - using tools such as: IBM Systems Director, Nagios XI, CA Tools (SOI Monitoring), Active Directory and VMware vSphere… Show more As a Specialist, Server Operations (Intel) at SaskPower, this position was responsible for maintaining and managing the Windows Server environment at a Tier III level.Summary of my position as a Specialist, Server Operations (Intel):Facilitating and participating in day-to-day maintenance of all Windows server systems (2003, 2008 and 2012) - physical and virtual - using tools such as: IBM Systems Director, Nagios XI, CA Tools (SOI Monitoring), Active Directory and VMware vSphere 5.5 to minimize issues and provide pro-active monitoring and problem resolution within the environment.Support of all Citrix applications and hosted XenApp servers, including troubleshooting and resolution of any issues which included Vendor side support.Participating in a monthly on-call rotation, providing after-hours incident escalation, maintenance window production environment changes and scheduled server patching as required.Data center support and management which included decommissioning of hardware and replacement of storage and other server side components as needed. Participating in development projects that enhance existing IT infrastructure and functionality, ensuring proper integration into current configuration. Show less

Contracted through ISM Canada to SaskPower, this position was responsible for monitoring, analyzing and resolving problems in a Tier II environment as Deskside Support.Summary of my position in Deskside Support as a Support Analyst (End User Services):Management of workstations, including desktops, laptops, tablets and mobile devices (Lenovo, Microsoft, Apple and BlackBerry). Supporting Windows 7 workstations, this also involved support of all applications on the customer facing… Show more Contracted through ISM Canada to SaskPower, this position was responsible for monitoring, analyzing and resolving problems in a Tier II environment as Deskside Support.Summary of my position in Deskside Support as a Support Analyst (End User Services):Management of workstations, including desktops, laptops, tablets and mobile devices (Lenovo, Microsoft, Apple and BlackBerry). Supporting Windows 7 workstations, this also involved support of all applications on the customer facing side.Performing workstation rollout activities, including software installation and asset tracking functions, involving completion of all necessary administrative work to track and document all equipment installed, moved, added or changed (IMAC) within SAP.Building, installing, testing, upgrading, moving and supporting desktops, laptops, hand held devices and software.In this role, I was also given the opportunity for a short period to work as the acting Team Lead in the Desktop Support group. This experience gave me the necessary skills in part to manage, guide and train other team members. Show less

Working at Head Office, ISM Canada, job responsibilities included: Providing Tier I workstation support services, including telephone support and troubleshooting to clients and customers and escalating support to more senior technicians within Tier II and Tier III support groups as required.Summary of my position in the Service Desk as a Support Analyst (End User Services):Logged calls to record details in order to provide problem determination, trend analysis, escalation, and… Show more Working at Head Office, ISM Canada, job responsibilities included: Providing Tier I workstation support services, including telephone support and troubleshooting to clients and customers and escalating support to more senior technicians within Tier II and Tier III support groups as required.Summary of my position in the Service Desk as a Support Analyst (End User Services):Logged calls to record details in order to provide problem determination, trend analysis, escalation, and timely resolution. Ensuring that all the Ticket documentation is correctly coded pursuant to SLA requirements.Worked independently when required, to identify underlying technical issues and resolve problems using appropriate knowledge and resources available.Provided necessary feedback to Team Lead and/or Supervisor on processes and procedures, current or potential problems with client systems and applications, and customer service issues. Show less