IT Business Analyst
eCampus Ontario www.ecampusontario.ca
Total years of experience :18 years, 2 Months
• I provide support for all eCampusOntario employees and partners on the MS Office 365 platform, including Windows 10/11 laptops, MacBooks, and iPhones.
•As part of my role, I administer Microsoft Office 365 applications at eCampusOntario (including AZURE Active Directory, Microsoft Exchange, SharePoint, MS Teams, and Endpoint), as well as other tools such as WordPress, LinkedIn, Adobe Acrobat, Zoom, and Miro.
•I gather data from resolved incidents for careful review and analysis, in order to prevent similar events from occurring in the future.
•When handling high-priority incidents, I remain calm and make quick decisions to minimize their overall impact.
Provided remote support for PBS projects installation team during dealership Go live installation phase & commissioning
phases.
• Handled dealership Go Live, managed Windows 10, Active Directory accounts servers, file servers, routers, WIFI
equipment, iPad, electronic parts catalog, VPN, and all necessary hardware.
• Responsible for new customer Hardware installs and software configuration on dealership premises.
• Helped PM Team with design and development tasks.
• Successfully delivered 185 sites acceptance tests (SAT) across North America.
As part of my role, I installed and configured Citrix Receiver for the Outreach team.
• I also trained the Outreach and Follow-up teams on how to access City of Toronto servers using their RSA tokens.
• I executed an upgrade project for Follow-up team workstations, peripherals, and nodes.
Delivered Level II Help Desk support to \[IT\] NETSYS customers, troubleshooting technical issues related to software, hardware, and
network connectivity. Leveraged deep knowledge of Windows and MacOS to resolve complex issues efficiently and effectively.
• Managed and prioritized outstanding service issues for global clients, providing timely communications on progress and ensuring
customer satisfaction.
• Migrated 10+ customers to Office 365 for global clients, reducing email downtime by 50% and improving overall email system
performance.
•Led a team of 18 IT Service Desk Analysts, managing day-to-day activities and ensuring timely and effective resolution of hardware and software problems over the phone.
•Managed SLAs and resolved issues with external support vendors by leveraging my expertise in vendor management and contract negotiation.
•Distributed daily tickets to vendors and staff based on priority status, ensuring that service level agreements were consistently met.
•Generated and presented daily Incidents reports to IT teams and Management, helping to identify and prioritize critical issues.
Maintained office PCs, networks, and mobile devices for internal users.
• Applied, customized, and supported various antivirus and anti-spyware software for Mantralogix customers, protecting their
networks and data from malware and other threats.
• Installed, configured, and supported Microsoft Dynamics, Sage 300 CRE, Sage X3, and Sage 100 for different types of customers.
• Was responsible for weekly customers' data backups and monthly servers' maintenance, ensuring that critical data was always secure
and available for use.
Created a new style for IT Helpdesk knowledge aligned with ITIL best practices to improve the accuracy and usability of our support
resources, using videos and other innovative methods.
• Enhanced the Remedy Web Self Service portal, which decreased call volume by 11% and saved the company an estimated $50, 000 in
support costs.
• Prepared weekly report analysis for P1 & P2 incidents, leveraging my analytical skills and deep knowledge of incident management
processes.
• Acted as the point of contact between SLA/SLE teams and ITCS, ensuring that service level agreements were met and communication
was efficient.
• Used Business Object tool configured on Remedy Database to run weekly/monthly KPIs, providing critical data and insights to
stakeholders and leadership.
Credentials Assessed by World Education Services of Canada