Experience

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  Fidelity bank plc

  Jan 2011 - Oct 2018

  • Provided first line technical support to nearly 450 computer users experiencing IT issues relating to computer hardware, applications and communications software at various branch locations.• Install work related computer applications on communication devices such as phones and tablets and resolution of associated problems.• Configured and set up new PCs, including installation and update of operating systems, repair of hardware and software following the design specifications.• Communicated electronically and in person with computer users experiencing difficulties to determine, resolve and document problems experienced. • Employed Microsoft Remote Assistance tool and the share desktop feature on Skype for business to remotely troubleshoot and promptly resolve IT queries thereby saving time and transportation costs.• Researched user guides, technical manuals and other documents to set-up new models of computer and communication devices as well as implement solutions to uncommon IT issues.• Provided training to users in response to common difficulties at least once every quarter, as well as support during computer based training and simulations such as projector display problems, network connectivity, user login issues etc• Provided enterprise systems, network and Internet support to users in response to identified issues on computers, printers, ATM machines and other IT peripheral devices• Organized and maintained a problems and solutions log for use by other technical support analysts or other team members. • Supervised third party vendors on communication installations including switches, routers, LAN cabling, UPS, and inverter installations.• Co-ordinated operations with fellow technical support team members on an ad-hoc basis, in the absence of direct line supervisor. Show less • Supervised a team of 5 junior diesel generator attendants and purchasing clerks.• Specialized in the purchase of power generating and distribution equipment including diesel powered generators, low voltage panels and automative gas oil (AGO/diesel fuel).• Established a more efficient delivery schedule of diesel fuel to over 30 locations, as well as monitored the progress of delivery and contacted clients and suppliers to resolve problems.• Re-assessed the electrical power requirements for 150 bank office premises, reviewed existing power infrastructure in use, recommended new cost effective specifications of the power generating equipment that was adequate for each of the office premises based on their electrical load, leading to an overall increase in efficiency.• Led on the invitation of tenders, consultations and review of quotations with various suppliers.• Negotiated contract terms and conditions and awarded supplier contracts Show less

  • Information Technology Desktop Support

    Jul 2014 - Oct 2018

  • Procurement/Maintenance Officer -Power team

    Jan 2011 - Jul 2014
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  Nutrien

  Aug 2019 - Sept 2021

  • Provided front line technical support to customers and other IT colleagues via phone, e-mail, web-chat and self-service.• Remotely assisted end users with installation, modification and repair of desktop and mobile applications.• Logged, resolved and/or tracked progress and resolution of all incidents and service requests.• Inquire and thoroughly investigate to determine nature of the incident. • Escalated incidents or requests to other higher tier support teams where necessary. • Guided customers through problem-solving steps and process.• Acted as link between customers and tier 2 support teams. • Created and modified user accounts on Active Directory and Microsoft Office 365 portal.• Troubleshot and resolved Local Area Networks (LAN) and Wide Area Networks (WAN) issues on devices such as routers, switches and access points. • Updated the internal knowledge base with issue resolution details. Show less

  • Information Technology Desktop Support

    Aug 2020 - Sept 2021

  • Information Technology Help Desk Analyst

    Aug 2019 - Aug 2020
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  Saskatchewan polytechnic

  Sept 2021 - now

  Information technology analyst