Oliver Tretrop Email & Phone Number

Oakville, On, Ca

Toronto, Ontario, Canada

• Acting as a first point of contact, I provide first level support for email, password resets, application access, printer support, network shares, computer hardware & software support, network connectivity & remote access to applications/services, and mobile device support• Ensure that service desk tickets are completed within service level agreement time frames, are correctly categorized and have fully documented resolutions • Setup equipment for staff use, ensuring proper installation of hardware, software & networking• Create user accounts in Active Directory and ensure users have access to required applications• Install and perform repairs to hardware, software & peripheral equipment and maintain IT inventory• Work with procurement staff to purchase hardware and software via pre-defined agreements• Assist in the setup and maintenance of servers, printers and network hardware• Manage the administration of company cell & desk phones including ordering, deployment & repair• Perform regular hardware & software updates to ensure compatibility & security compliance• Deploy and monitor threat/malware protection to laptops, desktops and mobile devices• Decommission users when they leave the organization and ensure proper cleanup of access privileges including recovering assets, archiving/cleaning data & preparing assets for disposal/reuse• Provide after hours support and assistance as required

Brampton Ontario

• Provided high quality front-line support for hardware & software issues via telephone, email and remote assistance in a multi-client, highly-available, managed services environment• Managed & supported end-users on Office 365 (Word, Excel, PPT, Outlook, OneDrive, SharePoint), Adobe Creative Cloud and various other on-premises and cloud-based productivity applications• Remotely monitored client IT systems for a variety of large and small companies across Canada to ensure maximum efficiency and minimize downtime • Conducted root cause analysis for end user issues and quickly communicate developments back to clients in a calm and professional manner• Quickly escalated technical support issues to a variety of manufacturers (Microsoft, Dell)• Assisted with the maintenance of the IT Weapons Data Centre and performed NOC (Network Operating Centre) monitoring and client communication as assigned• Assumed 24/7 after-hours “Technical Escalation Service Desk” monitoring and support duties on a rotating and on-call basis• Performed server patching & testing and regularly troubleshot Citrix & LAN/WAN connectivity issues• Experienced with server virtualization (Citrix Virtual Apps & Desktops, VMware vSphere) and administration of Active Directory (including Microsoft Management Console Group Policy Editor)• Entered service ticket details with fulsome comments to aid my colleagues in future troubleshooting and logged daily time entries for time-tracking of major tasks• Provided on-site desk-side support to IT Weapons office staff as needed

Mississauga, Ontario Canada

• Provided front-line computer support to 5000+ City of Mississauga staff located in 100+ City facilities (e.g. City Hall, community centres, libraries, transit facilities, fire stations)• Logged and managed helpdesk calls via Microsoft System Centre Service Manager (SCSM)• Installed, maintained and supported a variety of computers and peripherals (e.g. desktops, laptops, tablets, Cisco phones, Ricoh MFD’s, printers, scanners, RFID pads)• Conducted PC replacements and upgrades as part of annual PC/laptop upgrade program• Provided software support for a variety of systems (e.g. Microsoft Office, Outlook email, Windows 7 & 10 issues, printing problems, software installation, user rights)• Utilized Active Directory, SCCM, Remote Assistance, Remote Desktop, DaRT on a daily basis• Provided both first and second level support, in-person and via telephone, including daily trips by car to visit clients located throughout the City of Mississauga• Exceptional customer service, client communication, and time management skills• Worked flexible shifts to support client work schedules as needed• Led project to implement accessible workstations in Mississauga Central Library• Selected by manager to lead training and mentoring program for new Co-op hires

Mississauga

• Shadowed full-time IT support staff and developed technical skills• Learned how to work in a fast-paced helpdesk support environment • Provided general IT support to clients, including setup of new systems, troubleshooting, repairs, and configuration• Gained experience working in a multi-user enterprise environment • Developed skills in Active Directory, SCCM, Remote Assistance, Remote Desktop