Help desk support for Crescent’s head office employees and field personnel.Support of Windows 7 environment and Office 2013Implemented a VB/Javascript based printer mapping tool on SharepointNew user setupsTravelled to field for hands-on supportFirst tier support of Qbyte, CS Explorer, etc and escalated to appropriate support when neededCitrix troubleshooting

Head office deskside support for one of Canada’s largest oilfield service companies.• Provides software and hardware troubleshooting for a Windows XP and later Windows 7 environment where Dell is the primary vendor• Responds to help tickets through Service Now ticketing system• Manager of the organization’s print servers• Designed an online printer mapping tool that utilized graphics, JavaScript, and IIS• Complemented for being highly innovative and thoughtful• Prompt resolution of executive-level challenges

An onsite computer support role for 2 of IBM’s client accounts, ABB Engineering and Alberta Health Services. This was a Tier 2 deskside role.• Responded to help tickets created through IBM’s ManageNow ticketing system for deskside resolution of problems including software, hardware, network, security, VPN, and mobile devices. • Acted on Change tickets for installation of hardware/software in the environment• Environment primarily IBM/Lenovo laptops as well as high performance CAD stations• Sole deskside tech for ABB sites in western Canada• Full receiving duties for new hardware shipments• Ensured quick problem resolution for ABB and later Alberta Health.

Jacobs Engineering is one of the world’s largest engineering companies. This was a Tier 2 deskside support role.• Built and rolled out new PCs using Altiris Deployment Server• Responded to helpdesk tickets created in Altiris, subjects including PC/Laptop hardware troubleshooting, software troubleshooting, printer repair and escalation, and assisting in the diagnosis of network problems• Completed software/hardware work requests generated in Outlook forms• Fulfilled role in Jacobs main Calgary office and later given responsibility over 3 satellite offices around the city as well as duties at Jacobs sites in and around Fort McMurray• Consistently dealt directly with users to diagnose problems and ensure minimal disruption to mission-critical projects• Primary technologies supported included IBM and Dell computers and HP, Xerox, and Canon multifunction devices

Iron Mountain is the world’s largest file and data storage company. • Aided in the day to day operations of the Safekeeper record-keeping software• Provided deskside troubleshooting of software for Windows 2000/XP computers with a strong emphasis on Microsoft Office and Outlook as well as network sharing and printer connectivity• Conducted break/fix services for company workstations• Provided troubleshooting for indexers connecting to server-based Access databases

Solely responsible for all helpdesk and network maintenance in an office/industrial environment.• Administrated an Active Directory Windows 2000 Server environment with approximately 50 Windows XP & 98 clients• Set up new user accounts and email• Wrote company’s first computer usage policy• Performed deskside support duties for office and production floor computer users• Performed software and hardware troubleshooting• Installed and serviced HP printers