• Level 2 site based support• Local site case manager managing outages• Manage small scale projects affecting up to 300 users• Identify and administer account access with Active Directory• Blackberry configurations• Provide user support in resolving technical problems• Aid in providing training, self support, and assistance in managing of applications and equipment• Update resolutions in national database

• Worked in the Windows Infrastructure Services team• Worked with ticketing agent HP Service Center for relating tickets, incidents, problems, and change management• Administered over 350 servers to transfer and copy files and folders• Processed file restore requests for users via tickets with NetUser program• Made changes and updates in Service Center with relation to new users being added, modifying access, inactivating users, and adding new assignment groups• Updated the On-Call Manuel which is overview of procedures, configuration methods, policies, and contact information which is available online which is written in HTML and CSS• Granted access to certain programs relating to old ticketing system (ARS) for users in the mine operations• Worked with Exchange servers and services

• Provided first line technical support of devices such as personal computers, printers and computer terminals. In addition, preformed software upgrades, and provide regional support for desktop software and departmental application issues.o Install, configure and test computer hardware. o Also load software and application programs based on request of user and users job profile• Investigated and resolved technical computer hardware and software failures and problems related to existing computer systems and applications according to established by either remoting into the user’s computer, and trying to update or find a resolution for the problem or by deploying an onsite technician to view the situation • Managing and administering calls, emails, and internal requests for new user setups, changes, upgrades, and/or decommissionso Inactivating users through Active Directory, and any other internal programs and softwareo Providing feedback to users about approaches and time lines for installations.• Process emails to interactions and respond within a timeline to the request (usually 10 business days unless an expedited request)• Administer access for users through AD – Active Directory – updating users with new distribution lists, giving access to certain security groups• With AD, created new security groups, new distribution lists, and new users with an internal script, and then create exchange tasks for mailbox setups

• Was part of pilot stage project for Chase Card Services Canada online access for website; working with the Customer Care Team Leader and Team Manager’s testing and implementing• Provide first line technical support to new and existing customers who experience challenges with navigating through our web service applications• Administer daily maintenance for password resets, customer locked-out accounts, assisted registration requests, and online updates• Assisted Customer Care with call volume overflow at the inbound call center. Site has heavy phone based interaction of up to 95% manned time• Executed transactions promptly and accurately to respond to client requests and inquiries in a call center environment