IT Analyst
Ai-Media Technologies
Total years of experience :10 years, 3 Months
Overseen all the IT related projects, inventory, support, network and training for Canada and US offices of the company.
•Account Administered including creation, modification, Office 365 Administration, Cloud Administration and internal applications administration, Windows servers, Linux OS and Zendesk administration.
•Worked on Office 365, Azure, Linux, Zendesk, Jira, HubSpot, Nuance Dragon, SAP, SAM online, Windows server, Networks, VPN and Active Directory.
•Provided training to staff and end users on several internal tools.
•Diagnosed, troubleshot, documented, audited, and resolved Microsoft Windows and MAC hardware and software problems.
•Installed and configured new PC hardware and software on desktops, laptops, and peripherals such as phones, printers, external drives, and other related hardware.
•Developed, prepared, tested and deployed hard drive images and be capable of supporting users in a virtual desktop environment.
•Provided day-to-day technical support to employees for network infrastructure and internal/external desktop systems software and hardware.
•Developed, documented, and effectively communicate job processes, procedures, and techniques.
•Tracked and maintained personal computer equipment inventories.
Diagnosed, troubleshot, and resolved Microsoft Windows and MAC hardware and software problems.
•Installed and configured new PC hardware and software on desktops, laptops, and peripherals such as phones, printers, external drives, and other related hardware.
•Developed, prepared, tested and deployed hard drive images and be capable of supporting users in a virtual desktop environment.
•Provided day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
•Developed, documented, and effectively communicate job processes, procedures, and techniques.
•Tracked and maintained personal computer equipment inventories.
•Managed and maintained On Site Support procedures and operational documentation.
•Maintained passwords, data integrity and file system security for the desktop environment.
•Processed and delivered upon client service request for Installs, Moves, Adds, Changes, & Deletes.
•Participated in key software and hardware deployment projects. Examples include PC operating system upgrades, security software upgrades, major enterprise application rollout, major hardware upgrades and/or rollouts.
•Assisted in determining suitable software to meet user requirements.
•Performed end-to-end desktop refresh including physical unpacking, setup, and imaging.
•Active Directory Administration including accounts creation and other administration roles.
•Resolved various types of Incident tickets for devices, computers, printers, and software issues.
Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
•Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
•Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
•Followed standard processes and procedures.
•Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
•Analysed, troubleshot, and resolved technical issues for voice, internet, or data installation.
•Remotely configured client's equipment for technical related issues using Citrix.
•Worked on incident management tools like Service Now and Remedy.
•Provided training and coaching to associates on technology services as required.
•Worked with Tech Ops and dispatch team to provide timely solution to the reported issues for different locations.
Provided technical support for both hardware and software issues users encountered.
•Developed and implemented complex Internet applications on multiple platforms.
•Managed the configuration and operation of client-based computer operating systems.
•Consistently met deadlines and requirements for all production work orders.
•Supervised and provided direction for six technical direct reports regarding network activities.
•Administrated infrastructure, including firewalls, databases, malware protection software
•Setup Laptops, Desktops, and Printers configured and resolved all the related issues.
•Software and applications testing Office suite support (MS Office 2003 and 2007) OS installation, configuration, and troubleshooting (XP, Vista, and Windows 7).
•Email Configuration on the office systems and handling/allocating the space per user.
•Configured company’s website and kept track of its domain and hosting service for the official use.
•Performed additional software installation, and migration of important data.
•Reviewed application logs and responded to and resolved help desk requests.
•Monitored the system daily and responded immediately to security or usability concerns.
courses: Cybersecurity Bootcamp Program
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