Hyacinth Galicha
IT Service Desk Consultant @Long View Systems
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WORK HISTORY
IT Service Desk Consultant @Long View Systems
Calgary, AB, CA
Provides very detailed documented customer issues in a ticket management system through methodical investigation and isolation of the problem\'s symptoms, determining its urgency, and where possible provides high-level and appropriate resolution - Accurately dispatches an incident to the appropriate Level 2 support group when first call resolution is not possible ensuring strict adherence to incident lifecycle - Improves process through proactive research of opportunities, follow-ups with peers, and looks for leads with the aim to constantly improve service delivery - Maintains a weekly documentation and comprehensive log of the technical challenges encountered in Long View’s Technical Issues database - Helps customers with their issues by listening with empathy with the goal to help them identify the root cause of their problems and provide a satisfying solution where possible
EDUCATION
Southern Alberta Institute of Technology (SAIT)
Diploma
University of Santo Tomas
Bachelor of Science (B.S.)
ABOUT HYACINTH GALICHA
I completed my 2-year Diploma program in INFORMATION TECHNOLOGY SERVICES at Southern Alberta Institute of Technology (SAIT). My overall institutional GPA is 3.82 / 4.00.I recently completed a group I.T. project for a real-world client, Alberta Educational Centre, who chooses to implement it. Our project, SimplyBots, is a custom-built, rule-based chatbot assistant combined with conversational AI. It provides instant answers and 24/7 access to information and resources. It aims to reduce our client’s workload and enhance user engagement, and drive more leads while improving retention for the institution.What truly sets me apart is my solid foundation in IT education, complemented by the following soft skills:• Strong and Influential Interpersonal Skills• Effective Planning and Organizational Skills• Exceptional Work Ethic• Methodical Approach• Collaborative Team PlayerProficient in Linux / Windows Troubleshooting, VMware, Microsoft Azure, and DNS / DHCP Administration with Certificates in Red Hat Academy System Administration I 9.0 and Cisco Certified Network Associate. Knowledgeable in ServiceNow. Technology passionate, keen to details, and a natural problem solver.
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