A Technology Specialist

Summary

  • Over 20 years of PC and notebook troubleshooting and repair experience.
  • Highly organized and efficient. Able to prioritize and handle multiple tasks.
  • Effective problem solver, team player, and proven leader.
  • Expert working knowledge using all versions of Microsoft Windows and Office suites.

Experience

Gristwood Design

Owner / Lead Designer
(2015 – Present)

Calgary, AB, Canada
  • Design or re-design clients websites.
  • Web Development.
  • Search Engine Optimization.
  • Design logo’s and other web graphics.

CANA Group of Companies

Technical Analyst

(2023 – Present)

Calgary, AB, Canada

  • Onboard and offboard users using Active Directory and Vista.
  • Image PC’s using Intune.
  • Develop and maintain ticketing system application using Power Apps.
  • Manage ticket queue and assign tickets to other team members based on specialty.
  • Create and manage user and IT documentation.
  • First point of contact for all technical issues.
  • Create and action tickets in our teams queue.

Cenovus Energy

Client Support Specialist

(2021 – 2023)

Calgary, AB, Canada

  • Helped create migration process for users and support staff for domain migration project.
  • Created migration process documentation for users and support staff.
  • Lead pre-migration Q&A sessions with users that would be migrating soon via Microsoft Teams.
  • Coordinated day of migration support sessions via Microsoft Teams.
  • Lead post-migration support sessions where I helped users set up their Microsoft 365 applications.
  • Instructed classes on setting up Microsoft’s Multi-Factor Authentication application.
  • Created and actioned tickets in our teams queue in ServiceNow.

Lanmark Engineering

System Administrator

(2020 – 2021)

Calgary, AB, Canada

  • Installed and configured WDS and MDT.
  • Created and captured reference images for several different machine types.
  • Created task sequences and added driver profiles to deploy images to target machines.
  • Used a combination of GPO’s and Registry items to enforce company machine policies.
  • Documented my processes so that the IT department could image machines for users.

Enbridge

Urban Desktop Analyst

(2019 – 2020)

Calgary, AB, Canada

  • Attended troubleshooting calls and executed installations, desktop maintenance and upgrades in accordance with service standards.
  • Created documentation on technical support and business processes.
  • Determined and executed system reconfiguration needs.
  • Configured and installed Cisco IP phones and HP laptops.
  • Remote troubleshooting using a variety of different software tools.
  • Imaged systems using SCCM.
  • Created and maintained Enbridge’s Runbook (Knowledge Base) for the entire enterprise.

Active Computing

Owner / Lead Technician
(2002 – 2017) Calgary, AB, Canada
  • Troubleshoot & repair computer systems at client’s home/office.
  • Manage corporate clients Active Directory, Exchange and server/workstation patches.
  • Train new computer owners on how to use their new system and applications.
  • Maintain quality control/ satisfaction records. Constantly seeking new was to improve customer service.

Pason Systems

Owner / Lead Technician
(2002 – 2017) Calgary, AB, Canada
  • Troubleshoot & repair computer systems at client’s home/office.
  • Manage corporate clients Active Directory, Exchange and server/workstation patches.
  • Train new computer owners on how to use their new system and applications.
  • Maintain quality control/ satisfaction records. Constantly seeking new was to improve customer service.

Ducktoes Computer Services

Senior Technician / Web Designer

(2010 – 2015)

Calgary, AB, Canada

  • Troubleshooting & repair of computer systems at client’s home/office.
  • Depot break/fix repair of client’s computers
  • Migrated invoicing & inventory system.
  • Redesigned business website
  • Designed / Redesigned client websites.

Connacher Oil and Gas Ltd

Desktop Analyst

(2011 – 2012)

Calgary, AB, Canada

  • Supported over 250 applications.
  • Desktop support and troubleshooting.
  • Upgraded and imaged PC’s.
  • Created & managed users, groups and distribution lists in Active Directory.
  • Created & managed users in Blackberry Enterprise Server.
  • Received and actioned support tickets, documented resolutions.
  • Updated and monitored network hardware in Orion.

Pengrowth Energy Corporation

Desktop Support / Tier 2 Helpdesk

(2011 – 2011)

Calgary, AB, Canada

  • Next day support for Windows 7/ Office 2010 migration.
  • Supported over 250 applications.
  • Deskside support and troubleshooting.
  • Upgraded and imaged PC’s using SCCM.
  • Supported Tier 1 service desk personnel.
  • Received and actioned support tickets, documented resolutions.

CGI

Network Administrator

(2010 – 2011)

Regina, SK, Canada

  • Created & managed users in Active Directory.
  • Exchange management.
  • Created & managed groups and distribution lists in Active Directory.
  • Provided technical support over the phone and email.
  • Created and resolved tickets in the Remedy Action System.

Unisys Technical Services

Field Technician

(2009 – 2010)

Calgary, AB, Canada

  • On-site troubleshooting & warranty repair of Dell desktops & notebooks.
  • Worked completely unsupervised. Responsible for tracking time and mileage for each call.
  • Daily receiving and shipping of Dell parts.

Geeks On The Way

Senior Technician

(2008 – 2009)

Calgary, AB, Canada

  • On-site troubleshooting & repair of desktops, notebooks & servers.
  • Setup & repair of networks from home to corporate level.
  • Data recovery of users lost or deleted files.
  • Virus/Spyware detection & removal.

Metafore IT Solutions

(2006 – 2008)

Calgary, AB, Canada

  • Built & upgraded PC’s, notebooks & servers.
  • Imaged & deployed using multicast imaging software.
  • Troubleshooting & repair of notebooks & desktops. (depot)
  • Troubleshooting, repair & deployment of systems at client sites.

Experience

2015
to
Present
Gristwood Design

Owner / Lead Designer

  • Design or re-design clients websites.
  • Web Development.
  • Search Engine Optimization.
  • Design logo’s and other web graphics.                    
2023
to
Present
CANA Group of Companies

Technical Analyst

  • Onboard and offboard users using Active Directory and Vista.
  • Image PC's using Intune.
  • Develop and maintain ticketing system application using Power Apps.
  • Manage ticket queue and assign tickets to other team members based on specialty.
  • Create and manage user and IT documentation.
  • First point of contact for all technical issues.
  • Create and action tickets in our teams queue.
2021
to
2023
Cenovus Energy

Client Support Specialist

  • Helped create migration process for users and support staff for domain migration project.
  • Created migration process documentation for users and support staff.
  • Lead pre-migration Q&A sessions with users that would be migrating soon via Microsoft Teams.
  • Coordinated day of migration support sessions via Microsoft Teams.
  • Lead post-migration support sessions where I helped users set up their Microsoft 365 applications.
  • Instructed classes on setting up Microsoft's Multi-Factor Authentication application.
  • Created and actioned tickets in our teams queue in ServiceNow.
2020
to
2021
Lanmark Engineering

System Administrator

  • Installed and configured WDS and MDT.
  • Created and captured reference images for several different machine types.
  • Created task sequences and added driver profiles to deploy images to target machines.
  • Used a combination of GPO’s and Registry items to enforce company machine policies.
  • Documented my processes so that the IT department could image machines for users.
2019
to
2020
Enbridge

Urban Desktop Analyst

  • Attended troubleshooting calls and executed installations, desktop maintenance and upgrades in accordance with service standards.
  • Created documentation on technical support and business processes.
  • Determined and executed system reconfiguration needs.
  • Configured and installed Cisco IP phones and HP laptops.
  • Remote troubleshooting using a variety of different software tools.
  • Imaged systems using SCCM.
  • Created and maintained Enbridge’s Runbook (Knowledge Base) for the entire enterprise.
2002
to
2017
Active Computing

Owner / Lead Technician

  • Troubleshoot & repair computer systems at client’s home/office.
  • Manage corporate clients Active Directory, Exchange and server/workstation patches.
  • Train new computer owners on how to use their new system and applications.
  • Maintain quality control/ satisfaction records. Constantly seeking new was to improve customer service.
2015
to
2016
Pason Systems

Technical Support Analyst

  • Responded to customer inquiries via telephone or email to provide problem resolution in accordance with service standards.
  • Logged all issue based interactions with clients and field technicians.
  • Identified and escalate situations requiring a field technician when necessary.
  • Troubleshoot and resolve complex software, hardware and technical issues for clients.
  • Remote troubleshooting using a variety of different software tools.
  • Tracked issues to resolution and update Pason’s Knowledge Base.
2010
to
2015
Ducktoes Computer Services

Senior Technician / Web Designer

  • Troubleshooting & repair of computer systems at client’s home/office.
  • Depot break/fix repair of client’s computers
  • Migrated invoicing & inventory system.
  • Redesigned business website
  • Designed / Redesigned client websites.
2011
to
2012
Connacher Oil and Gas

Desktop Analyst

  • Supported over 250 applications.
  • Desktop support and troubleshooting.
  • Upgraded and imaged PC’s.
  • Created & managed users, groups and distribution lists in Active Directory.
  • Created & managed users in Blackberry Enterprise Server.
  • Received and actioned support tickets, documented resolutions.
  • Updated and monitored network hardware in Orion.
2011
to
2011
Pengrowth Energy Corporation

Desktop Support / Tier 2 Helpdesk

  • Next day support for Windows 7/ Office 2010 migration.
  • Supported over 250 applications.
  • Deskside support and troubleshooting.
  • Upgraded and imaged PC’s using SCCM.
  • Supported Tier 1 service desk personnel.
  • Received and actioned support tickets, documented resolutions.
2010
to
2011
CGI

Network Administrator

  • Created & managed users in Active Directory.
  • Exchange management.
  • Created & managed groups and distribution lists in Active Directory.
  • Provided technical support over the phone and email.
  • Created and resolved tickets in the Remedy Action System.
2009
to
2010
Unisys Technical Services

Field Technician

  • On-site troubleshooting & warranty repair of Dell desktops &notebooks.
  • Worked completely unsupervised. Responsible for tracking time and mileage for each call.
  • Daily receiving and shipping of Dell parts.
2008
to
2009
Geeks On The Way

Senior Technician

  • On-site troubleshooting & repair of desktops, notebooks & servers.
  • Setup & repair of networks from home to corporate level.
  • Data recovery of users lost or deleted files.
  • Virus/Spyware detection & removal.
2006
to
2008
Metafore IT Solutions

Configuration / Dispatch / Depot Technician

  • Built & upgraded PC’s, notebooks & servers.
  • Imaged & deployed using multicast imaging software.
  • Troubleshooting & repair of notebooks & desktops. (depot)
  • Troubleshooting, repair & deployment of systems at client sites.

Certifications

  • MCITP Server Administrator certified
  • A+ certified
  • Network+ certified
  • DCSE certified (Dell)
  • Lenovo Desktops & Notebooks certified
  • HP certified
  • Toshiba certified

Contact

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