SEEKING: IT Systems Support or Desktop Support Position
Description
RESUME: (greater details on LinkedIn)
GILBERT TENNANT
(403)-926-6554
Okotoks, AB
pixelgrower@gmail.com
LINKEDIN: https://www.linkedin.com/in/pixelgrower/
PROFILE SUMMARY
Experienced and dependable Technician (mainly) with over 10 years in installation, server management, and software support. Skilled in team supervision, customer service and project management. Also plenty of experience in other fields as evidenced by my LINKEDIN account history.
HIGHLIGHTS OF QUALIFICATIONS
• Serve as the first contact with customers who need technical assistance via phone or email
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep a record of problems and their resolution
• Follow-up with customers
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware, and problem troubleshooting
• Suggest improvements in procedures
• Workstation configurations and setup
TECHNICAL SKILLS
• CISCO Router and Meraki AP experience
• Windows Server AD and some Linux
• Windows 10/11 and Office 365
• DELL Image Assist and Adobe Products
• CBSA Customs/Freight Software and Postmark
• Networking infrastructure and Network cabling
• Desktop servicing (hardware/software)
• Medical Software support (Wolf/EZ-Bill/Medgate)
• KACE and Quick Books experience
• Zendesk, Confluence, Jira
• Paper trail Error Logging and LogMeIn
• SaaS Software Support and Project management
• Data Backup and Wi-Fi Site Survey mapping
• Slack and limited Putty experience
WORK EXPERIENCE
Technical Specialist
(very occasional/not interfere BUT available for Full-Time to you) Jan 2007- Present
Yan Shedrick/Atmosphere Ltd, Okotoks, AB
• Set up micro-Server Systems using Windows and Synology NAS solutions.
• Installed and configured Brother Laser printers.
• Established Internet connectivity via CAT5/6 cabling (installed and tested 23 runs).
• Provided Remote Support via Team Viewer and Remote PC software.
• Managed and maintained email accounts, transitioning 6 to Google Workspace.
• Customized assembly of office PCs, laptops, and Microsoft Tablets.
• Implemented backup solutions for office iPhone devices and contact data.
• Successfully recovered systems post-ransomware attack, utilizing Synology NAS backups.
Documentation and Support Specialist (Remote) Feb 2021- Aug 2022
Candata, Toronto, ON
• Provided comprehensive client support for Candata software, addressing accounting, CBSA clearance, carrier entries, and import/export industry needs.
• Escalated program code issues to the development team via Jira, ensuring prompt resolution.
• Assisted clients with screen/program logic issues through screen capture videos and error logs.
• Managed long-term project and system customization tickets in Zendesk.
• Skill-fully resolved 2,765 Zendesk tickets in 1.5 years, showcasing strong time and task management.
• Transferred technical documentation to Confluence and created knowledge base articles in Zendesk.
• Actively participated in daily Google Meet staff meetings for ongoing updates and collaboration
IT Support Lead Alberta Oct 2014- Aug 2018
Centric/Lifemark Health Corporation, Calgary, AB
• Managed operations for 43 Centric/Lifemark clinics across Alberta, including 11 clinics in Edmonton.
• Delivered desktop support and EMR medical software assistance to a team of 800 staff, extending national support to 3500 staff.
• Proficiently resolved issues via Remote Desktop Support (Team Viewer, Bomgar) and coordinated on-site support with Synergy IT.
• Oversaw hardware procurement, orders, and service ticket management through Kace and Zendesk.
• Led key projects: infrastructure provisioning for Rocky Ridge Lifemark and physiotherapy clinic migrations.
• Spearheaded Cisco Router and Access Point management for a 144-unit national network.
• Managed naming conventions, alerts, outages, and hardware replacement during Cisco failures.
• Executed WI-Fi mapping and troubleshooting using Cisco Meraki Routers across 43 Alberta clinics.
• Provided Radiology support for older X-Ray machine (PACS – Impax) at Repsol location in collaboration with Impax
- Job type: Full-Time
- Company: Kijiji
jobs | programmers, computer
2024-02-03