Provide on-site and remote IT Services including hardware and software troubleshooting and problem resolution for desktop and laptops, printers, scanners, smartphones and other peripherals for individuals and small companies in SK, AB, and BC. Helped setup backups and system updates. Helped determine hardware and software requirements and setup computerized environment for a small veterinary clinic. Website development and updates for a small tourism company in BC.

Provided on-site and remote IT Services including hardware and software troubleshooting and problem resolution for desktops and laptops, printers, scanners, smartphones and other peripherals for a multi-office government agency. Maintained the support ticket queue and provided Tier 2 Incident and Problem Management. Monitored warranty claims, software licenses and hardware inventory. Completed a corporate Windows 7 to Windows 10 hardware and software upgrade. Provided configuration, testing, deployment and decommission of desktops, workstations, laptops, docking stations, monitors and other peripherals. Assisted other team members in ensuring resource allocation and availability. Completed AD user account unlocks and password resets as required. Provided coverage for data backup procedures when systems analyst was unavailable. Assisted in training and assistance for new staff on new hardware and software. Documented procedures and created user documentation for new hardware and software. Coached and mentored IS staff and provided training for staff. Led a project to replace laptops for field workers to use Panasonic Toughbooks and assisted in training staff on the new hardware and applications for their work.

Provided second level problem call resolution and escalation for internal ISM Canada and IBM Canada employees located across Canada. Maintained and supported a wide variety of hardware and software configurations across a wide and varied workforce. Installed, upgraded, and maintained laptops, desktops printers, peripherals and mobile devices for both in-office and remote users. Deployed Win XP to Win7 upgrades through hardware renewal process. Updated and maintained problem tracking and resolution database and knowledge management system. Developed documentation for technical teams and end-users and provided training. Provided both in-person and remote deskside assistance for high priority calls involving software, network, and hardware problems. Built knowledge of future changes and enhancements to the IT infrastructure and developed documentation and procedures to train and inform end users. Provided assistance to team members with technical knowledge in my areas of expertise to aid them in their problem resolution. Created and maintained images for current laptop and desktops for internal use as well as maintained software library. Worked with vendor to install and maintain CCTV and card access control systems. Managed yearly refreshes of laptops and desktops including OS upgrades and changes and worked with Asset Management on yearly equipment audits.

Provided a service of creation, implementation, and deployment of laptops and desktop computers with Win7 images in both English and French for a WinXP to Win7 Conversion Project which included New Hardware/Cascade Hardware upgrades. Maintained cascade and new hardware inventory as well as managed the shipping/receiving of hardware for a Canada-wide distribution. Packaged applications into the operating system image based on end-users job requirements and installed over the network through the USMT application. Manually deployed hardware at local offices and developed directions and maintained in-place migrations handled by end users in smaller centers with automated scripting after hours.

Provided second-level problem call resolution for hardware, software, printers, network, peripherals and mobile devices for SaskCentral, Credit Union Central of Saskatchewan, CULease, and Concentra. Built and configured new desktops and laptops for new employees and handled the configuration and life-cycling of desktops and laptops according to the plan outlined by the client. Backup resource for Server Backups and Messaging Server. Updated problem resolutions and created and maintained user documentation.

Provided second-level problem call resolution for hardware, software, printers, network, peripherals and mobile devices for SaskCentral, Credit Union Central of Saskatchewan, CULease, and Concentra. Built and configured new desktops and laptops for new employees and handled the configuration and life-cycling of desktops and laptops according to the plan outlined by the client. Backup resource for Server Backups and Messaging Server. Updated problem resolutions and created and maintained user documentation.

Projects involved in were: Hoechst Rousell Vet NA - SAP Rollout Project, Agrevo NA - Customer Support Centre database, Agrevo NA - Document Standards and Automated Document Conversion, Regina Transition House - Database Upgrade project, Regina Qu'Appelle Health Region – Food Services Menu Program, Regina Qu'Appelle Health Region – First Aid & WHMIS Course Tracking Database, Coca-Cola Canada – Mass Customer Database and Automated Mail-out Process, IBM Learning Services – Technical Classroom Setup, CIBC Telephone Banking Centre – Call Tracking and Monitoring Database.

Taught a variety of courses to high school students in the areas of Computers, Law, Economics, Canadian History, World History, Native Studies, Social Studies, and Accounting. Provided extra-curricular supervision of students involved in desktop publishing, yearbook, as well as study sessions for the classes taught. Involved in the supervision of students in extra-curricular activities as well as during breaks, lunch periods and study periods. Developed and presented a teacher workshop on new computerized marking system as well as took part in staff upgrading and professional development opportunities.

Developed solutions for electronic signatures and PC-faxing. Created a variety of user documentation and provided training on new applications for employees. Provided first and second level deskside support of workstations, servers as well as a wide variety of industry-specific hardware and software. Provided workstation hardware and software maintenance and application support.

Presented corporate computer training to a diverse client base in a wide selection of computer applications and operating system using company and personally developed training materials. Provided course revisions and updates for corporate course materials to head office. Developed application solutions for a diverse client base. Maintained a portion of the client knowledge base help desk.

Tested student loan management software through various stages of development, designed test scenarios to test controls of the software, developed procedures for loan applications, developed software documentation for technical support and end users, trained technical support staff and client service personnel, fielded technical support inquiries from a remote office location.