Louis McPherson

Experience

• 

  Foodtown (Countdown) Supermarkets

  Mar 1998 - Oct 2001

  • Checkout Operator (Cashier), Grocery Manager, 2IC Closing manager

    Dec 1999 - Oct 2001

  • Checkout Operator (Cashier), Checkout Supervisor, Grocery Assistant

    Mar 1998 - Nov 1999
• 

  The Warehouse Ltd

  Nov 2001 - Nov 2003

  Shop floor assistant, Loss Prevention Officer, Bike Mechanic, Weekend Manager, Nightfill Manager
• 

  Sky City (Event) Cinemas

  Nov 2003 - Jul 2004

  Customer Service Point of Sale, Cinema Attendant
• 

  SKY TV New Zealand

  Sept 2004 - Sept 2006

  This position involved a high level of Email communication to:• Arranging all incoming outgoing satellite feeds,• Correspondence with worldwide broadcasters,• Corresponding with National and International Sports scheduling. This position involved a high level of telephone and email communication to • Resolve billing enquiries,• Technical problems,• Sales up-selling, • Adding and removing programming, • Pay Per -View bookings.

  • Satellite Communications Technician

    Nov 2005 - Sept 2006

  • Customer Service Representative

    Sept 2004 - Nov 2005
• 

  Futureshop Coquitlam

  Nov 2008 - Jan 2011

  Computer Technician level 3

  A+ Certified computer repair technician hardware and software repairs on PCs and Apple product'sSmall business network setup In home router and wireless printer setup

• 

  HP Enterprise Services

  Apr 2011 - Jun 2014

  Senior Subject Matter Expert - IS Service desk support

  • Worked within a team of 25 agents Supporting Fonterra, this is a global company with approximately. 9000 end users worldwide, the Service desk operated 24/7/365. The Service Desk also support Inland Revenue and other Government accounts.• Running the Service Desks day to day operations and queue management – Call volume would be between 250 – 500 calls a day plus emails ranging between 150 – 200 emails daily.• Running month Reports for Service desk Agents Stats and Billing • Communicating with Account Delivery Managers and Service Delivery Managers. • Help users with issues they have with Microsoft and Fonterra Application via Remote Desktop Connection.• Reset and unlock User passwords for LAN accounts via Active Directory and Fonterra applications• Help with printer issues – adding printers, can’t print, replacement toner etc• Contact with High Severity teams via phone. • Record tickets for all calls and assign cases to other teams when the issue can’t be resolved over the phone or by Remote Desktop connection. – Ticketing systems used – DW, Remedy, HPSM (HP Internal Ticking system)• Set up exchange mail accounts on blackberries, iPhones/iPad’s and Android devices along with troubleshoot problems for these devices.• Software being used and Supported – MS Server 2003/2008, Active Directory, MS Office 2007/2010, Outlook 2007/2010, Windows XP, Vista and Windows 7, VMware, VSphere, SCCM.• Trained on and Practiced ITIL standards on a daily basis. Show less

• 

  TEKsystems

  Jul 2014 - Oct 2014

  Contractor

  Same duties as noted in Best Buy position.

• 

  Best Buy Canada

  Jul 2014 - Oct 2014

  Deskside support

  • Worked within a team of 4 supporting all staff at Best Buy Canada HQ• Supporting Virtual Machines running on Xen Desktop • Deploying Hardware to new user (Laptops, Monitors, IP Cisco Deskphones, Wireless mouse and keyboards)• Supporting in house Oracle Application. • Help users with issues they have with Microsoft Office and Outlook.• Reset and unlock User passwords for LAN accounts via Active Directory • Help with printer issues – adding printers, can’t print, replacement toner etc• Helped users resolve Badge printing issues and also enrolment• Reset user permissions on home drives when they lost access. • Help with Conference room hardware set up• Worked with network team testing port speeds for 60 users for Data port speed upgrade.• Hardware repairs on defective Laptops• Secure data erasing on Hard drives of PC’s that were being recycled• Email set up on Android, Windows Phone 8,Blackberry, and iPhone.• Used ServiceNow ticketing system. Show less

• 

  WPCG Contracted to Sophos Canada

  Jan 2015 - Jun 2015

  IT Service Desk Engineer II

  · Working in a team of 5 to support 500+ users at an Enterprise level logging tickets in Remedyforce/Salesforce.· Working through Level 2 and Level 3 Incidents to provide desk side and remote support.· Communicating with Regional Managers. · Help users with issues they have with Microsoft and Application via Remote Desktop Connection and Deskside support.· Reset and unlock User passwords for LAN accounts via Active Directory · Help with printer issues – adding printers, can’t print, replacement toner etc· Patching network ports using tera term and Putty. (tagged, untagged and dual mode)· Creating user accounts in Active Directory· Set up exchange mail accounts on iPhones/iPad’s and Android devices along with troubleshoot problems for these devices.· Software being used and Supported – MS Server 2008/2012, Active Directory, MS Office 2010, Outlook 2010, LYNC 2013, SKYPE for business, Windows 7/8.1, VMware, VSphere, SCCM.· Assigning and setting up RSA Hardware and software tokens for users on PC, Mac, iPhones, Windows Phones and Android phones.· Creating knowledge base documents and uploading them to the Service Desk Wiki.· Trained on and Practiced ITIL standards on a daily basis. Show less

• 

  Sophos

  Jun 2015 - Sept 2015

  IT Service Desk Engineer II

  · Working in a team of 5 to support 500+ users at an Enterprise level logging tickets in Remedyforce/Salesforce.· Working through Level 2 and Level 3 Incidents to provide desk side and remote support.· Communicating with Regional and Senior Managers.· Help users with issues they have with Microsoft and Application via Remote Desktop Connection and Deskside support.· Reset and unlock User passwords for LAN accounts via Active Directory · Help with printer issues – adding printers, can’t print, replacement toner etc· Patching network ports using tera term and Putty. (tagged, untagged and dual mode)· Creating user accounts in Active Directory, Exchange Server and LYNC Exchange Server· Set up exchange mail accounts on iPhones/iPad’s and Android devices along with troubleshoot problems for these devices.· Software being used and Supported – MS Server 2008/2012, Active Directory, MS Office 2010, Outlook 2010, LYNC 2013, SKYPE for business, Windows 7/8.1, VMware, VSphere, SCCM.· Assigning and setting up RSA Hardware and software tokens for users on PC, Mac, iPhones, Windows Phones and Android phones.· Creating knowledge base documents and uploading them to the Service Desk Wiki.· Trained on and Practiced ITIL standards on a daily basis. Show less

• 

  Hewlett Packard Enterprise

  Nov 2015 - Jul 2017

  IT Service Desk Manager

  • Assisting with Desktop Managed Solutions Project work• Assisting with New BOS server project set up creating DFS file shares, PC build issues• Managed a team of 34 agents Supporting Fonterra, this is a global company with approximately. 9000 end users worldwide, the Service desk operated 24/7/365. The Service Desk also support Inland Revenue and other Government accounts.• Running the Service Desks day to day operations and queue management – Call volume would be between 250 – 500 calls a day plus emails ranging between 150 – 200 emails daily.• Running month Reports for Service desk Agents Stats and Billing • Communicating with Account Delivery Managers and Service Delivery Managers. • Help users with issues they have with Microsoft and Fonterra Application via Remote Desktop Connection.• Reset and unlock User passwords for LAN accounts via Active Directory and Fonterra applications• Help with printer issues – adding printers, can’t print, replacement toner etc• Contact with High Severity teams via phone. • Record tickets for all calls and assign cases to other teams when the issue can’t be resolved over the phone or by Remote Desktop connection. – Ticketing systems used – ServiceNow, HPSM (HP Internal Ticking system)• Set up exchange mail accounts on blackberries, iPhones/iPad’s and Android devices along with troubleshoot problems for these devices.• Software being used and Supported – MS Server 2003/2008, Active Directory, MS Office 2007/2010/2013, Outlook 2007/2010/2013, Windows XP, Vista and Windows 7, VMware, VSphere, SCCM.• Trained on and Practiced ITIL standards on a daily basis. Show less

• 

  Fletcher Building

  May 2018 - Jan 2019

  Service Desk Analyst
• 

  Ministry of Justice - New Zealand

  Jan 2019 - Jan 2023

  Criminal Registry Officer
• 

  Taupō District Council

  Jan 2023 - now

  Technical Support Analyst