Desktop Support Technician (09/2018 – 11/2018) CGI Group Inc. – Calgary, ABScope: Hardware & Software SupportPrimarily provided second level desktop support for MS Office, Android and iPhone hardware and software. Configured Cisco IP phones, diagnosed device specific Lync/Skype, and guided users through data backup, migration, and recovery. Supported multiple collaboration tools including SharePoint and OneDrive. Optimized efficiency of support by using RDP and Skype screen sharing as remote resolution tools.Select Highlights: Managed over 15,000 assets using Remedy database and assisted with custom hardware upgrades and installation of approved and certified drivers for 75 devices. Resolved SCCM deployment issues ensuring on-time project completion. Worked as part of a team to reduce the number of support tickets by 50% within two months.

Sr Desktop Support/Project Coordinator (06/2011 – 07/2017) TransCanada Corp – Calgary, ABScope: Workstation ServicesDeskside Level 1 and 2 support for hardware and software such as: SCADA Smartphone Administration (Blackberry/Android/iPhone), Zebra printer, and meeting room support for operational work and conferences including Polycom and Crestron technologies. Managed desktop imaging processes, data backup, migration, and recovery. Served as a technical resource for a variety of projects including new OS migrations and other Oil and Gas related technologies.Select Highlights: Played an integral role in a two-phase project updating all the Oil and Gas Control desktops and SCADA machines. Held responsibility for requirements gathering and coordinate of testing and equipment installation. Collaborated with third-parties for the install and setup of overhead displays and programming of the consoles.  Successfully orchestrated on-time delivery with minimum resources for PC and application deployment to approximately 300 summer and co-op students. Formatted PC’s, installed Windows and any requested applications through SCCM push. Directed all aspects of Information Systems (IS) activities for a refresh project on all floors in three locations. Led Facilities Team in the review and finalization of project plans. Handled the procurement of all equipment including install and activation. Worked closely with the Server Team for network configuration and queue creation.

Service Desk (10/2008 – 06/2011) Pengrowth Corporation – Calgary, ABScope: Hardware & Software SupportProvided Level 2 Deskside Support for hardware and software by employing ITIL processes and technologies to manage client issues, including queue management and incident response and restore. Select Highlights: Handled SCCN Application, Secure Token and Active Directory administration for workstations and the installation and configuration of network printers.  Oversaw desktop imaging processes and kept computer images up to date on server. Improved reliability and created more system space for client by reorganizing and redesigning the LAB Room and implementing new technology.

Help-Desk (04/2008– 09/2008) National Energy Board – Calgary, ABScope: Workstation ServicesAnswered end-user inquiries providing instructions for trouble-shooting and resolution over the phone and by email while maintaining computer systems and running diagnostic programs. Select Highlights: Provided Deskside Level 1 and 2 support for all hardware and software issues as well as image maintenance and Secure Token administration. Utilized ITIL processes and technologies to manage client issues, including queue management and incident response.

Help-Desk (11/2004 – 02/2008) EDS Canada – Calgary, ABScope: Technical & Software SupportFollowed standard helpdesk operating procedures to on-demand support researching and resolving issues daily by remotely connecting to client PC’s to assist.Select Highlights: Escalated issues to second level support when necessary and followed up on any escalated issues in a timely manner. Maintained accurate logging of all issues in the Peregrine ticketing system.