SUMMARY:

Information Technology professional with +17 years of experience providing outstanding service. Proven experience in IT Services supporting MS Windows based Systems and a wide variety of applications in large, medium and small companies. Bilingual English/Spanish.

KEY COMPETENCIES:

Superior Customer Service ~ Microsoft Office Suite ~ Technically Savvy and Resourceful ~ Service Desk ~ ITIL ~ SLAs ~ Problem Solving ~ Attention to Detail ~ Software and Hardware ~ Monitoring ~ Excellent Interpersonal and Communications skills ~ Queue Monitor ~ Defect Management ~ Special Projects ~ Excellent performer in teams or independently with little supervision ~ Phone - based IT service desk environment ~ English and Spanish

TECHNOLOGIES:

Windows OS and Apple Macintosh OS, All Versions ~ Microsoft Office 365 ~ Trading and Market Data Systems ~ Multiple industry applications ~ Service Now Ticketing System ~ Active Directory ~ Apple iOS/Android/Blackberry ~ Mobility: Intune, Mobile Iron, Casper ~ RSA Secure ID / RSA Token ~ Cisco IP Phones and portals (PBX) ~ Citrix ~ Verizon Virtual Contact Center ~ DameWare ~ VNC Viewer ~ PDQ and SCCM ~ SAP ~ PeopleSoft ~ Server Patching

SKILL SUMMARY:

• Strong work ethic and experience as part of high performing teams completing tasks with limited direction.
• Talented and with practical experience understanding customer requests, providing software application support and training, addressing the appropriate solutions.
• Superior skills to effectively convey concepts, features and functionality in non-technical terms.

EMPLOYMENT HISTORY:

Confidential

Desktop Support

Responsibilities:

• Windows 10 imaging and deployments for 350 users.
• Application management using SCCM.
• Troubleshooting.
• Desktop user support.

Confidential

Knowledge Base Support Analyst

Responsibilities:

• Ensure information in the KBase is accurate by using excellent communication, technical, and research skills.
• Exceptional writing skills in both English and Spanish with the ability to write clear and concise documents, for a targeted audience.
• GUI translations from English to Spanish and Portuguese.
• Ability to liaise with the field, support, and product developers while following established procedures to ensure information accuracy.
• Apply Quality and Testing principles along with your judgment to deduce a solution (short-term or long-term) on urgent issues that arise.
• Communicate with internal Pason departments to help ensure a solution is reached and entered into KBase.
• Collaborate within the team to ensure content remains consistent and accurate.

Confidential

IT End User Support

Responsibilities:

• Execution of Hardware Refresh Project for Canada Business Unit - 650 users.
• Windows 10 imaging and deployments for 650 users.
• Application management.
• Troubleshooting.
• Desktop user support.

Confidential

IT End User Services

Responsibilities:

• Service Desk, Desktop, Applications and Project Support.
• Technical support provided to all remote and local users on multiple IT Applications, Software and Hardware, Access Provisioning, Desktop, Mobility, and Email Services.
• Active Directory administration and Microsoft Exchange troubleshooting activities.
• Capturing, documenting and timely resolving incidents while maintaining and updating Knowledge Base.
• Support provided both remotely and in person at all levels of the organization.

Confidential

IT End User Services

Responsibilities:

• Technical support provided to all remote and local users on multiple IT Applications, Software and Hardware, Access Provisioning, Desktop, Mobility (Apple, Android and Blackberry), and Email Services.
• Active Directory administration and Microsoft Exchange troubleshooting activities.
• Capturing, documenting and timely resolving incidents while maintaining and updating Knowledge Base.
• Support provided both remotely and in person at all levels of the organization.

Confidential

End User Support Analyst

Responsibilities:

• Troubleshoot Retail POS-Point of Sale software and hardware issues for Warehouses and Convenience Stores across Canada.
• Support desktop hardware and applications running on Windows 10/macOS Sierra or connecting to a Windows terminal server environment.
• Diagnose and solve complicated incidents such as viruses, malware, application, printing and network connectivity issues.
• Fulfill end user requests such as imaging and deploying new desktop hardware and peripherals, setting up printers and scanners, creating user accounts, installing applications.
• Assist level 2-3 support as required and provide customers with regular updates throughout the lifecycle of the incident.
• Complete preventative maintenance to ensure end user services are available and operating optimally.
• Participate in service desk and end user related projects.
• Keep end user services processes and procedure documentation up to date.

Confidential

IT End User Solutions, Windows 10 Deployment

Responsibilities:

• Execution of Windows Upgrade Project for Canada Business Unit - 650 users.
• Windows 10 imaging and deployments for 650 users.
• Application management.
• Desktop user support.

Confidential

IT End User Services

Responsibilities:

• Technical support provided to all remote and local users on multiple IT Applications, Software and Hardware, Access Provisioning, Desktop, Mobility (Apple, Android and Blackberry), and Email Services.
• Active Directory administration and Microsoft Exchange troubleshooting activities.
• Capturing, documenting and timely resolving incidents while maintaining and updating Knowledge Base.
• Support provided both remotely and in person at all levels of the organization.

Confidential

Service Desk Analyst

Responsibilities:

• Global Helpdesk support provided to multiple countries where Repsol operates.
• Technical Support provided via phone ( Confidential ), remote audio visual web based systems and email. Submitting, tracking and completing incidents, requests and all tasks in Service Now.
• Collaborated in multiple different areas beyond Help Desk. Business Analysis for Service Design and Service Transitioning integrations Talisman-Repsol. Deskside Projects migrating PBX from Avaya to Cisco IP phones

Confidential

Customer Support

Responsibilities:

• Technical Support provided via phone, email, remote audio visual web based systems and one-on-one sessions, closing more than 800 support cases and documenting more than 100 scenarios/examples illustrating clients requests, feedback, feature ideas, usability enhancements and identified defects.
• Participated in different areas of the Software Development life cycle: Requirements Gathering, Business Analysis, New Implementations, Testing of new releases, Technical Documentation, Customer Support and Training for groups and One-on-One.
• Proactively developed and documented technical solutions published externally and internally.