DeJoun Robinson

Experience

• 

  407 ETR

  Jan 2017 - May 2017

  IT Support Specialist

  Provided IT support to employees and third-party vendors via email, phone,remote desktop and in-person. Performed administrative tasks whiletroubleshooting issues with Canon Uniflow Print Servers, Windows ActiveDirectory, Microsoft Exchange Servers, SharePoint, Duo Security, PeopleSoft andSalesForce. Imaged laptops and desktops. Used ServiceNow to do assetmanagement, document troubleshooting methods and solutions, create andupdate knowledge base articles. Complied with HDI Certification standards.• Provide end-user desktop and telecom support.• Manage and support all mobile devices (tablets and smartphones).• Ensure all assigned incidents, services and access requests are properly addressed in accordance with predetermined Service Levels and management processes.• Capture knowledge and information in the Knowledge Management repository to promote the Knowledge Centered Support (KCS) approach.• Participation in the Change Management process including acting as a single point of contact during implementations, deployment validation and support handover.• Research on desktop products in support of desktop procurement and development efforts, including the evaluation and recommendation of products.• Liaise with third-party support and equipment vendors.• Communicate changes, fixes and processes to the end-user community. Show less

• 

  Region of Peel

  Aug 2017 - Jan 2018

  Technology Service Centre Analyst

  Provided IT support to employees across the region via email, phone, remote desktop, on-call and in-person. Supported technologies included: Office 365, Windows 7 & 10, Apple iOS, Exchange/Outlook, Blackberry, Oracle Peoplesoft ERP, OpenText LiveLink document and records management, Salesforce (CRM), Avaya VoIP system, VMWare and Pulse Secure VPN. Created and updated knowledge base documents.Support more than 4,500 computers, 200+ servers in two separate data centres, and a full suite of office productivity and specialized business applications. Key technologies include:• Microsoft (Windows 7 & 10, Office Suite)• Apple iOS• Exchange/Outlook• Blackberry• Oracle Peoplesoft ERP for Human Resources and Financials• OpenText LiveLink document and records management• Salesforce (CRM)• Avaya VoIP telephone system• Foundry network switches• VMWare• EMC Storage Show less

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  Region of Peel

  Apr 2018 - Aug 2018

  Technology Service Centre Analyst

  Provided IT support to employees across the region via email, phone, remote desktop, on-call and in-person. Supported technologies included: Office 365, Windows 7 & 10, Apple iOS, Exchange/Outlook, Blackberry, Oracle Peoplesoft ERP, OpenText LiveLink document and records management, Salesforce (CRM), Avaya VoIP system, VMWare and Pulse Secure VPN. Created and updated knowledge base documents.Support more than 4,500 computers, 200+ servers in two separate data centres, and a full suite of office productivity and specialized business applications. Key technologies include:• Microsoft (Windows 7 & 10, Office Suite)• Apple iOS• Exchange/Outlook• Blackberry• Oracle Peoplesoft ERP for Human Resources and Financials• OpenText LiveLink document and records management• Salesforce (CRM)• Avaya VoIP telephone system• Foundry network switches• VMWare• EMC Storage Show less

• 

  407 ETR

  Apr 2019 - now

  IT Support Specialist

  Provided IT support to employees and third-party vendors via email, phone, remote desktop and in-person. Performed administrative tasks and projects while troubleshooting issues with Canon Uniflow Print Servers, Windows Active Directory, SharePoint, Duo Security, PeopleSoft, SalesForce, Airwatch, Netskope, CyberArk, Crowdstrike, Manage Engine, Microsoft Exchange Online, Office 365 and Teams. Imaged and prepped laptops, desktops, mobile phones and tablets. Used ServiceNow to do asset management, document troubleshooting and tracking, create and update knowledge base articles. Complied with HDI Certification standards. Supported setup and configuration of AV equipment in meeting rooms and board meetings.• Provide end-user desktop and telecom support.• Manage and support all mobile devices (Android/iOS tablets and smartphones).• Ensure all assigned incidents, services and access requests are properly addressed in accordance with predetermined Service Levels and management processes.• Capture knowledge and information in the Knowledge Management repository to promote the Knowledge Centered Support (KCS) approach.• Participation in the Change Management process including acting as a single point of contact during implementations, deployment validation and support handover.• Research on desktop products in support of desktop procurement and development efforts, including the evaluation and recommendation of products.• Liaise with third-party support and equipment vendors.• Communicate changes, fixes and processes to the end-user community. Show less