Ian Gouldbourne

Experience

• 

  NCB Jamaica Ltd.

  Jul 2007 - Oct 2018

  Information Technology Support Officer

  • Served as the first point of contact for end-users and seeking assistance via email, phone, and remote support tools.• Removed viruses, malware, and other threats from laptops and desktop systems.• Troubleshoot and evaluate user problems, using test scripts, personal expertise, and probing questions.• Accurately logged and tracked service tickets in the service management system.• Provided timely updates and notifications for critical incidents that impact internal and external customers.• Utilized Windows System Centre Configuration Manager to manage and deploy software patches to eliminate security problems and protect data.• Explained technical information in clear terms to non-technical individuals to promote better understanding.• Helped streamline repair processes and update procedures for support action consistency.• Performed hardware and software configurations for employee workstations.• Performed user administration functions for new employees and existing employees using Active Directory.• Managed customers' expectations of support and technology functionality in order to provide a positive user experience.• Remained up to date on the latest technologies and solutions applicable to company products in order to provide the best support to end-users.• Maintained excellent attendance record, consistently arriving to work on time.• Drove operational improvements that extended the hours of support to internal and regional users. Show less

• 

  Practice Perfect EMR + Management Software

  Jul 2020 - now

  Application Solution Specialist