● Assemble computer equipment and peripherals accurately according to individual client requests (personal workstations/offices, small breakout/conference rooms, tracking/monitoring equipment for deployment)● Provide access to applications, network drives, clean up ACLs, reset passwords, create, disable and unlock accounts, via use of Active Roles and Active Directory● Troubleshoot and repair desktops, laptops and printers as per internal processes, guidelines and protocols to bring the asset back into service● With an average of 200+ incidents and requests submitted daily, I manage and maintain the queue for multiple teams such as: RTAC (the remote support team), Deskside for Calgary, Edmonton, Fort McMurray, Firebag and Fort Hills, as well as the Meeting Services team through Service-Now● Monitor and support over 35 technicians to ensure that the service levels are met and no breaches occur, increasing the service level agreement score by 7%● Work within Microsoft System Centre Configuration Manager to support clients with software deployment and remote support● Help with inventory management of spare assets and peripherals, and process decommissioning of assets that are no longer in use or retired● Create and maintain knowledge bases for colleagues to use when troubleshooting applicable software

● Provided internal desktop support to over 4000 clients on campus & over 300 clients off site –Clients range from senior executives to co-op students● Cultivated multitasking, time management, and organizational skills from responding to morethan 20 requests per day● Demonstrated flexibility and decision-making skills by re-prioritizing requests if a critical issueoccurred● Handled issues and problem-solved for customers, on the phone, remotely and face to face● Collaborated with other teams (such as network infrastructure, procurement and assetmanagement) to determine the right products or solutions for customers● Assembled computer equipment and peripherals accurately according to individual customerrequests (personal workstations/offices, small breakout/conference rooms, tracking/monitoringequipment for deployment)● Analyzed and repaired desktops, laptops and printers as per internal processes, guidelines andprotocols to bring the asset back into service