Peter Gryko Email & Phone Number

Edmonton, Alberta, Canada

1. Providing technical support for hardware, software, and applications; administering daily support to Edmonton, Fort McMurray, and Calgary offices. • Act as an escalation point for IT Service Desk Tier 1 • Provide coverage and support for colleagues when they are absent in order to maintain business continuation2. Ensuring high levels of customer satisfaction through troubleshooting and call resolution. • Maintaining a good rapport with end users• following up when requests are resolved to ensure user is aware of its completion and is satisfied with the results provided3. Performing initial problem identification and resolution of issues where possible.4. Escalating requests as necessary • ensuring proper due diligence is completed when triaging and troubleshooting• escalating to the appropriate team queue and ensuring the ticket is in its proper status• following up with elevated team for updates and ensuring the end user is apprised when necessary5. Supporting remote field offices throughout North America, using remote desktop control software; Field site visits to other locations and industrial sites6. Tracking calls and incident requests utilizing Microsoft Service Manager Console. • Ensuring all information is current, relevant, and entered into the system correctly and clearly.7. Account creation and decommissioning in Active Directory• Acting in a Senior Role on the Service Desk to provide guidance and decision-making when required• Streamlining and improving processes for creation, decommission, and data transference8. Managing and delegating shared drive access and permissions9. Troubleshooting and administering mobile devices10. Customer Service • Provide excellent IT support for all customers, and to deliver exemplary service to both internal and external customers.11. Compliance - Ensure user adherence to CEDA system operating standards and procedures.

I provide Tier 1 support on a small Help Desk for a company of over 700+ computer end users. I field all incoming incidents via phone, email, or verbal encounters and efficiently track incidents with Service Manager Console. My role is responsible for troubleshooting basic hardware and software issues, networking/IP, asset management, and providing prompt and quality customer service. I have been involved in major site acquisitions which include researching and collecting site information, compiling hardware requirements, upgrading and deploying replacement systems, and large scale orientations for company integration.

Bonnyville Ab, Canada

Ongoing support, recent company acquisition. Went out in October 2012 for a site and equipment evaluation, followed up in Jan-Feb 2013 for upgrading and deploying systems and to bring BFL-CEDA integration on the network.

Bachelor’S Degree, Computer Science And Business

Education record