Daniel Harris
Desktop Support Technician, Tier 2 (Teck Resources Limited) @Procom
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WORK HISTORY
Desktop Support Technician, Tier 2 (Teck Resources Limited) @Procom
CA
Assisting staff with the installation, configuration and ongoing usability of computers, mobile devices, peripheral equipment and software within established standards and guidelines. Working with vendor support contacts to resolve technical problems with computing equipment and software. Working with Tier 1 and Tier 3 teams as appropriate to determine and resolve problems received from clients. Interacting with numerous computer platforms in a multi-layered client-server environment, ensuring that users work seamlessly with diverse systems. Training and orientation of staff on the use of hardware and software. Recommending and performing upgrades on systems. Working with procurement staff to purchase hardware and software. Assessing functional needs to determine specifications for purchases. Providing service and support to clients in person, or via phone, email, or chat. Fielding incoming help requests from end users in local and remote locations via ticketing system, working diligently on requests, and provide updates to users in a timely fashion. Maintaining incident and request history through said ticketing system. Maintaining local network policies, practices, security measures and control documentation. Assist in preparing, revising and maintaining procedures and documentation in Knowledge Base articles Participating in special projects as required. Providing input to IT service management about processes including: service desk, service requests, knowledge base, and problem management. Escalating more complex calls to the relevant IT support member. Arranging for external technical support where problems cannot be resolved in house. Following up with internal support providers and third-party service providers until issues are resolved. Managing, resolving and / or escalating areas of conflict with cross-functional issues. Collaboration with clients to determine and understand business requirements. Other responsibilities as required or as assigned.
EDUCATION
CLAIRES COURT SCHOOL FOR BOYS
S.E's
Aylesbury College
GNVQ
VMware Academy
VTSP
AMERSHAM & WYCOMBE COLLEGE
BTEC National Diploma
SKILLS
ABOUT DANIEL HARRIS
I have over 16 years in Sales & Telesales experience as well as 11 months Customer Technical Support in my current role. One of my life goals has been to move to Vancouver, BC, Canada to continue my career. Since moving to Canada I have transitioned from sales to a customer focussed role allowing me to draw on the soft skills and use the technical knowledge picked up from my sales career. I am highly motivated and can work in any situation presented to me. I have strong technical knowledge and am able to apply it to my work. After recently achieving my Comptia A+ Hardware my focus is now on furthering my IT career while pursuing additional qualifications to back this up.
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