Patrick Na Email & Phone Number

Mississauga, Ontario

•Responsible for providing level 2 technical support to end users•Record, categorize and log Incidents and Requests in ServiceNow•Provide knowledge transfer and mentoring for other team members when required•Perform follow up with second and third level support groups, monitor the status of all open incidents, manage requestor expectations, report status, assist where possible through to resolution•Responsible for configuring and deploying hardware, managing assets, maintaining and administering a loaner pool, etc.•Update internal knowledge base to align with changes in the environment•Excellent knowledge of fundamentals of PC operating systems (O365) and hardware with using remote support utilities

Toronto, Ontario, Canada

• Troubleshoot and resolved user support issues by phone, email, in person and using remote-control tools• Provided technical support for various industry standard applications, practice-specific, and Grant Thornton proprietary applications• Provide one-on-one computer and application training to new hires

Toronto

• Developed, maintained and enhanced technical documentation• Ensured technical documents meet required guidelines• Assisted project teams through documentation• Reviewed documentation for intended audience