Alain Muhanano

Information Technology Analyst @Transport Canada - Transports Canada

CA

Handled Service Desk Calls/Emails promptly and ensured thorough follow-up on reported issues.• Offered comprehensive technical support for various software systems including Microsoft Office, CRM, ERP, and telephone systems.• Utilized HP Service Manager to diagnose and resolve technical problem tickets efficiently.• Facilitated smooth onboarding and offboarding processes for Transport Canada enterprise applications.• Conducted troubleshooting for a wide array of IT equipment such as desktops, laptops, monitors, and other infrastructure components.• Provided advanced troubleshooting assistance encompassing computers, O365, network, smartphones/tablets, AV systems, and enterprise applications/systems.• Rendered proficient technical support via phone/email covering MS Outlook, printers, networks, RDIMS, MS Teams, Cisco AnyConnect, Internet browsers, WebEx, BIRM Portal, and more.• Generated insightful reports and analyses of Help Desk activities using HP Service Manager Data and Key Performance Indicators (KPIs).• Addressed and resolved issues pertaining to Outlook, MS Teams, and Azure applications.• Managed support tickets efficiently through Orion Smart IT platform & IT Service Management Tool (BMC Remedy).• Assisted users in connecting their devices to network printers seamlessly.• Guided users in accessing the government network effortlessly using VPN & Citrix Receiver.• Conducted regular user education sessions on identifying phishing emails and reporting them to network administrators.• Utilized Active Directory for tasks such as resetting user passwords, locking/unlocking accounts, and configuring computers and network accounts.• Leveraged Remote Desktop and Bomgar to remotely access users’ devices and resolve technical issues.• Provided troubleshooting and support for a variety of mobile devices including iPhone, iPad, Android, and Blackberry.• Demonstrated proficiency with cloud platforms including Azure and Amazon Web Services (AWS).

University of Victoria

Bachelor's degree