James Evans
Objective -- To work and gain experience in the IT industry supporting desktop computers, and helping users with their computer issues.
Work Experience
Deskside Support Anyalst
March 2009 - present Microserve | Edmonton AB Computer/IT Services
Microserve is an IT services company that supplies employees to companies for short term/long term contracts.
Current
Desktop Support for City of Edmonton
-- receive tickets from Remedy (trouble ticketing application)
-- follow Service Level Agreement guidelines for the contract
-- contact clients/end users, and arrange for onsite visit
-- install/configure, troubleshoot 100+ software applications various departments use, from standard office applications to point of sale software
-- General Hardware troubleshooting, (Lenovo pc and laptops. Mac Pro's), escalating to the correct vendor for repair
-- Troubleshooting printers (Ricohs and HP multifunction)
-- print driver clean ups, and printer queue configurations
-- General Networking troubleshooting. Check for network access, reset network cables on desktop, wall, or switch as needed. Activating network ports when new systems are installed
-- Escalating to tier 3 services when needed -- Application support, Software deployment, Network Services, Server support for printer queues.
Two previous contracts that have done with Microserve entailed desktop refresh projects for 2 different Government of Alberta ministries.
-- co ordinate with onsite contact and users
-- deployed desktops to users
-- ran scripts to install needed applications
-- ran software to clean computers from sensitive data that may have been left behind.
Soft Skills (Communication/Negotiation Skills), Network Troubleshooting, Computer Hardware Troubleshooting, Computer Software Installation
Previous
Technical Support Analyst
December 2004 - March 2008
Dell Canada | Edmonton, AB
Computer Hardware
Technical Support Analyst
August 2001 - December 2004
Convergys | Edmonton, AB
Computer/IT Services
Education
Sprott Shaw Community College
Information Technology Specialist
Kelowna, BC
May 2001 - November 2001