Trans Mountain Corporation (Contractor) 2018 – 2020IT Technician Tier 1&2• Phone, remote and deskside support of Windows 10 & Office 365 environment utilizing SCCM, Quick Assist and RDP.• Escalation Point for offsite Service Desk. Service Now and email queue management for Service Desk and Deskside • Remote Access and application support for field employees and contractors on the TMEP (Trans Mountain Expansion Project) and working remotely due to Covid-19 isolation.• IT Worker Life Cycle SME (Subject Matter Expert) Liaison with Human Resources for WLC IT processes. Identify and troubleshoot Onboard /Offboard and Leave of Absence IT issues related to D365 / Service Now Boomi integration. • Asses and maintain policies, procedures as well as Knowledge Article for WLC. Advise and coach colleagues on WLC processes and workflow.• Active Directory user support and group membership administration.• Desktop and laptop imaging utilizing SCCM.

• TELUS Mobility account administration.• Device connectivity administration utilizing Mobile Iron and Airwatch. 100% incident and request resolution with zero requiring re-visit.• Corporate and Field device troubleshooting and administration.• Developed Mobility request and troubleshooting process flow utilized by Deskside technicians and Service Desk.• Created and maintain documentation for Service Desk, Deskside, and end client.• SME (Subject Matter Expert) Liaison with executive management for future planning and process.Accomplishments• Nominated for Annual IT All Star award for reducing corporate mobility costs by $100k annually. (2017)• 100% incident and request resolution with zero requiring re-visit. (2014-2017)• IPhone migration project completion with zero overnight down time for clients.• Spearheaded iPhone migration project. Migration planning, document creation, RSA software token migration planning.• BYOD (Bring Your Own Device) / Mobile Iron support. • SME BES migration project including urgent troubleshooting and hardware upgrade project.• Performed Blackberry configuration, deployment, hardware and software troubleshooting. (Primary Technician)• PC setup and configuration, utilizing Microsoft SCCM, Remedy for new users, including full time, contractor and summer student clients.• Desktop hardware and software troubleshooting, upgrades and replacement.• Hardware installation and upgrades and replacement.• Supported for client service requests.

•Responsible for providing quality assurance & quality control testing for various paving projects throughout northern Alberta.

• Responsible for PC setup and configuration, utilizing Symantec Ghost, Altiris Deployment console and HIIS for new users, including full time, contractor and summer student clients.• Support for client service requests, including software installation, hardware requests, installation of peripheral equipment. (Printers, Scanners, etc.)

• Network troubleshooting, maintenance and administration on a Novell/NT Ethernet LAN and Wan throughout western Canada.• Perform desktop software installation, configuration and troubleshooting as well as performance maintenance and upgrading.• Responsible for data recovery, offsite backup media storage and inventory, and media rotation.