About Ezekiel Chavez:
As part of the deskside support at Suncor, I was mainly responsible of working and managing the IT Café. I assisted both on site and remote clients with their IT concerns, while documenting every detail in multiple management and ticketing systems like, ServiceNow, Active Roles, Microsoft Endpoint Manager, and SCCM. I also took great pride in ensuring positive overall customer experience.
Experience
EXPERIENCE
May 2022 – Current
DESKSIDE SUPPORT, SUNCOR
Calgary,AB
As part of the deskside support at Suncor, I was mainly responsible of working and managing the IT Café. I assisted both on site and remote clients with their IT concerns, while documenting every detail in multiple management and ticketing systems like, ServiceNow, Active Roles, Microsoft Endpoint Manager, and SCCM. I also took great pride in ensuring positive overall customer experience.
- Provided desktops, laptops, general hardware, and software support for local and remote clients, while keeping composure and providing great customer service as the face of the IT deskside team.
- Performed dailyhands-on and remote troubleshooting and repair including but not limited to hardware troubleshooting, software support, account management, and GPO management.
- Managed incidents and tasks according to priority level and SLAs
- Deployed new Windows based image(PXE & Windows Autopilot) platforms to address uniqueSuncor requirements utilizing new and used workstations.
- Continued the use of ServiceNow to create, assign,update, resolve and close tickets.
APRIL 2022 –JUNE 2022
IT TECHNICIAN, COMPUTER UPGRADING SPECIALISTS
Calgary, AB
Contract Work
April 2022 ( 2 Week Contract )
ASSET MANAGER, WEST JET
Calgary, AB
As part of the asset managing team, I made sure that all onboarding WestJet agents are provided with the right updated devices ( workstations & peripherals ) that they need. It was also my responsibility to keep the asset inventory updated, whether it was assets being deployed or returned. I also helped in the day to day troubleshooting of on-site incidents.
- Assisted WestJetagents with systemsetups, workstation resets,configuration, and troubleshooting.
- Prepared kits for work-from-home WestJet agents.
- Used ServiceNow ticketing system to create, assign,update, resolve and close tickets.
- Experience in using SCCM, push WestJetapplications to devicesusing SCCM
- Experience in using ActiveDirectory, creating/managing user accounts and adding users/devices to specific groups.
Education
SEPTEMBER 2019 – MAY 2021
INFORMATION TECHNOLOGY (COMPUTER SYSTEMS), SAIT
- Capstone Project– Track Queue for stores in Calgary
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