Work Experience
Endpoint Support Analyst and Knowledge Management
| University of Alberta | Jan 2022 to Present
Interim Team Lead: Supervised 25 analysts through daily scrums, project development, interviews, and One-on-Ones.
- Collaborated with the IT Service Management team to create/modify/retire catalogue items related to Endpoint.
- Launched the Evergreen program that reviews hardware budgets/stocks for 39 departments; starts with 100+ staff.
- Transitioned two major faculties, Libraries and Engineering (~715 staff), into our central domain and services.
- Created/retired catalogue form templates for client requests in account management and hardware requests.
- Managed assets/inventories for $100k worth of computing hardware/peripherals, software, and knowledge articles.
IT Support: Practiced ITIL with 152 departments with 7 Endpoint services: hardware, software, network, MECM, etc.
- Trained 5+ onboarded staff with standard procedures and asset management within the 7 Support services.
- Deployed and imaged new/existing workstations with domains, encryptions, standard OS/software, and inventories.
- Managed Active Directory accounts and Windows servers/VMs for group permissions, drive access, mapping, etc.
- Troubleshoot hardware repairs or coordinated with Microserve vendor for onsite warranties.
- Queued and mapped 40+ types of Xerox network printers and set up accounting/secure codes to track user usage.
- Managed/installed pre-approved licensed software on eligible computers.
Knowledge management: The primary team KBA editor/writer/approver within ServiceNow (e.g., FAQs about MS Office).
- Rewrote 326 Knowledge Base articles that have policies, manuals, FAQs, and lists for internal/public IT procedures.
- Built a KBA tree structure that branched into 7 Endpoint categories, while tracking articles’ inventory/format status.
- Oversaw weekly meeting agendas for finances/procedures that apply to current knowledge updates.
- Reformatted sections, font styles, and in-text references to create 4 templates that can apply to the 300+ articles.
- Recreated a team Wiki website that encompasses nearly 200 links branched within the 7 Endpoint services.
IT Support Analyst (COOP) | Alberta Health Services | Jul 2021 – Dec 2021
I was an onsite analyst in the Technical Dress Rehearsal department that tested workstations for Wave 4 EPIC’s launch.
- Diagnosed printer network issues (e.g., maps, static IP, DHCP, reservations) either onsite or using PuTTY script.
- Discussed and documented daily changes/quotas during ITIL stand-up meetings with daily work notes.
- Delegate and/or coordinate with other teams on tasks outside of our scope (e.g., server resets, IP reservations)
- Coordinated with clinical staff to schedule meetups/locations to work with their workstations within their workflow.
IT Service Desk Analyst (COOP) | Alberta Health Services | May 2020 – Jan 2021
The Service Desk (SD) involves providing phone support to AHS employees, targeting 40 calls per day.
- Browsed Knowledge/training resources to help callers with common incidents/requests, with minimal supervision.
- Trained junior analysts on common troubleshooting methods and shared tricks/advice.
- Enforced FOIP confidentiality protocols for requests/incidents in account changes and/or patient information.
- Communicated with other appropriate IT teams for solutions outside of our scope; reassign if necessary.
- Researched other possible solutions outside of AHS If solutions are not provided in AHS resources.
Community Support Worker | Community Connecting Consulting | Nov 2018 – Nov 2019
Support worker for a client with mutism with 2-3 daily activities:
- Managed externally challenging environments or activities that may provoke the client.
- Collaborated with speech pathologists to analyze non-verbal cues to help or avert any potential outbursts.
- Planned daily schedules that engage the client or encourage positive social behaviour (e.g., eye contact, teamwork)
Volunteer First Aid Responder | St. John Ambulance | Sept 2016 – Apr 2019
Responders are the advanced community responders that are assigned to events for quick emergency care:
- Trained for Medical First Response (MFR) that teaches advanced assessment techniques beyond Standard First Aid.
- Assess vital signs (ABCs), TRIAGE, and ask patients specific questions to attain full medical history (SAMPLE).
- List out common symptoms (e.g., dizziness, concussions) to check patients' level of consciousness (LOC).
- Adapted to stressful emergencies by working calmly through procedures (e.g., survey, assess, stabilize, document).
Volunteer Coordinator and Grief Class Facilitator | Kids on Track | Feb 2016 – Nov 2017
Coordinated with volunteers to set up programs (e.g., Homebuilders help process grief, fundraisers), with different ages.
- Raised $3500+ during the Thanksgiving Family Celebration at the Jubilations theatre by supervising volunteers.
- Weekly budgeted, bought, delivered, and prepared the $100 materials for 5+ Homebuilders volunteers.
- Researched 2-3 activities that process grief and collaborated with volunteers to set up activities to their needs.
Special Needs Cousellor and Camp Leader | CFB Edmonton (Canadian Forces) | Jun 2017 – Sept 2017
Special Needs Facilitator: Worked with kids that have autism, mental retardation, anger management issues, ADHD, etc.
- Gave one-on-one counselling when appropriate (e.g. after meltdowns, fights, tantrums, etc.)
- Taught and reinforced socially appropriate behaviours with 40+ children and other leaders.
- Entertained the kids with special needs away from the group when specifically ordered to.
Camp Leader: Planned, organized, and executed daily scheduled activities/games for 3 different age groups.
- Ensured safety among children (i.e., preventing bullying, violence, cheating, etc.).
- Organized campsite inventory, designed activity advertisements, and processed activity reports.
Lego Youth Leaders (Youth Support Worker) | Coach Apparent Ltd. | Oct 2015 – May 2017
Developed social skills in children with autism using Lego therapy (provides focus while socializing):
- Ensured the children would work together while sticking to assigned tasks (i.e., Builder, Engineer, and Supplier).
- Negotiated with children when arguments/conflicts arose during building activities or free play.
- Ensured children's safety during the group sessions and that they remain securely within the facility.
