Experience

Helpdesk Analyst 2019 - Present

Grand River Hospital, Kitchener Ontario

Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures. Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling. Guided calls using excellent communication skills and a decisive approach. Maintained detailed records of daily interactions with customers with contact details, fulfillment actions, and processing of support carried out using the ManageEngine application. Used an internal work order management system to track, resolve, and document help tickets. Answered user inquiries regarding computer software or hardware operation to resolve problems. Helped users via telephone to diagnose and triage problems. Develop and manage applications and utilities for the help desk and other teams. Develop PowerShell scripts to execute batch tasks and complex algorithms. Used Microsoft Deployment Tool to image computer.

Software Support Technician 2017 - 2019

Conestoga College, Kitchener Ontario

Managed software support requests with the use of the Cireson ticket system. Developed and deploy in-house application created in C# with database backend developed in SQL Server. Creating PowerShell scripts to manage batches of user and computer objects in Active Directory. Creating and deploying computer system images to computer labs and support staff computers. Diagnosed and resolved technical hardware and software issues. Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures. Used internal work order management system Cireson to track, resolve, and document help tickets. Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software. Set specifications for new systems and updates, factoring in input from management, staff, and users.

Electronic Assembler 2009 - 2010

Blackberry, Waterloo Ontario

Assembled devices, and installed components, units, on printed circuit boards, following specifications and using hand tools and power tools. Inspected units to detect malfunctions, and adjusted, repaired, and replaced component parts to ensure conformance to specifications.

Quality Assurance Inspector 2008 - 2009

Blackberry, Waterloo Ontario

Graded, classified, and sorted products according to size, weight, color, and other specifications. Wrapped and packages product for shipment and delivery.

Plant Technician 2004 - 2008

Spanish Town, St. Catherine Jamaica

Performed preventative and corrective maintenance of test apparatus and peripheral equipment. Analyzed and converted test data, using mathematical formulas, and reported results and performing modifications. Modified performance and operation of manufacture plant and its circuitry to specifications, using test equipment and precision instruments. Repaired, replaced, adjusted, and aligned components of chemicals, machinery and equipment.

Electromechanical Maintenance Technician 2004

Spanish Town, St. Catherine Jamaica

Selected, aligned, and secured molds, holding fixtures, cutting tools,
attachments, accessories, and materials onto machines. Installed
repaired part into machine and operated machine to verify operational
efficiency. Disassembled machinery and equipment to remove parts and
make repairs. Repaired, replaced, adjusted, and aligned components of
machinery and equipment. Assembled and disassembled machinery,
equipment, components, and other parts, using hand tools and power
tools.