Patterson Moncur Email & Phone Number

Halifax, Nova Scotia, Canada

Troubleshoot & Documented all hardware and software issues via phone & walk-ins in ticketing system brought to attentionAssigned appropriate incidents/requests to designated teamsAssisted with deployment of laptops and cell phones for internal staffManaged account administration associated to file permissions, shared mailbox and account creationHandled workstation setup for new/existing internal staff

Handled level 1 and 2 duties brought to Service Desk attention such as elevated account creation and offboarding/terminationAssisted with the training of new level one agents brought onto the Service Desk teamProcessed internal Technology and Departmental E-mail Communications to make aware of changes and service outages.

Charlottetown, Prince Edward Island, Canada

Provided internal 1st level support via telephone, email, and/or chat.Dealt with various account administration through Active Directory and other Financial Applications used on a day to day basisCreated/Enrolled users in various Multi-factor Authentication platforms such as RSA and DuoLogged incoming Incidents and Request via ServiceNow and escalated accordingly to the appropriate team(s)Troubleshoot various software and hardware such as Printer, Microsoft Office, Desktop& Laptops, VPN, etc. related issues brought to the attention of Service DeskAssisted with the move and installation of internal employees workstationsMonitored outstanding issues and provided status to keep the client informed on the progress and offered next best steps/workaroundParticipated in Business Recovery Exercises

Charlottetown, Prince Edward Island

Provided internal support via incoming phone calls and chatLogged various request and incidents via Axios Assyst ticketing toolTroubleshoot various hardware and software incidents brought to Service Desk attention ranging from Laptops, Printer, Mobile device,VPN etc.Assisted with how to requests with forms and hardware related inquiries from setting up email on mobile to adding network printer

Charlottetown, Pe

Provided internal 1st level support via telephone, email and/or chat.Dealt with various account administration through Active Directory and other Financial applications used on a day to day basisCreated/Enrolled users in various Multi-factor Authentication platforms such as RSA and DuoLogged incoming Incidents and Request via ServiceNow and escalated accordingly to appropriate team(s)Troubleshoot various software and hardware such as Printer, Microsoft application, Desktop, VPN etc. related issues brought to the attention of Service DeskAssisted with the moved and installation of internal employees workstationsMonitored outstanding issues and provided status to keep the client informed on the progress and offered next best steps/workaround

Charlottetown, Pe Canada

Lead and motivate team to ensure client satisfaction is maintainedMonitor and manage phone, chat and e-mail queues.Analyze calls to ensure call quality standards are adhere toEngaged in regular coaching and training sessions with more than 20 Service Desk AnalystReview tickets that are handled through Service Desk to ensure procedures are being met and quality of service offered is consistent Engaged in weekly daily operation huddles to review day to day work on the floor

Charlottetown, Pe

Provided help-desk support to clients via inbound calls, chat and email. Handled incidents/requests that cannot be resolved by tier 1 Service DeskInteract closely with internal team with escalated incidents/requestsManaged and Approved Knowledge Base Articles held within Knowledge Base Console.Assisted with coaching & training new employees on how to resolve incoming request and/or incidents.Assisted Supervisor in generating reports for daily queue status to ensure SLA is being met.Setting up New Hire workstations

Charlottetown, Pe

Assisted in monitoring system, devices and applications using PRTGWork on Documentation for creating reference articles used for resolving tasksAssisted with incoming incidents and request that were brought to attention via ticketing system, e-mail or callProvided support for both software, hardware and/or account administration

Charlottetown,Pe

Provided help-desk support to internal and external clients via inbound calls, chat and email.Created assignments and escalated errors to appropriate teams to ensure necessary resolution.Documented all issues for creation of Knowledge Base Articles to consistently add to Knowledge Base Console Creating User Active Directory Accounts base on company policyTroubleshoot and support various software applications and hardware configurationsProvide remote support using various tools such as SCCM, GoTo Assist and Splash-topWorked in a fast-paced diverse environment.

Charlottetown, Pe

Re-imaged workstations and deployed to various departmentsManaged inventory database to account for all Computer InventoryMigrated user information from old to new systemsAssisted with radio support/maintenanceAssisted with incoming tickets in queue for various issues

Nassau,Bahamas

Dealt with prep within staff, garde manger and pastry kitchensBus, served and took customer ordersMaintain and filled requisition orders for Storeroom Department

Diploma In Networking Technology

High School Diploma

Graduated with Principal's Honour Roll G.P.A 3.33

Associate Of Arts (A.A.), Culinary Arts/Chef Training

G.P.A 3.21

Technical Certification, Computer Repair

Graduated with Honours G.P.A 3.6 Outstanding Student Award in Computer Repair