Issa Dadivas
Service Desk Analyst @Northbridge Financial Corporation
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WORK HISTORY
Service Desk Analyst @Northbridge Financial Corporation
Vancouver, BC, CA
Deliver bar-raising customer service to both staff and external brokers at a leading, nationwide insurance company (over 1900 employees and thousands of external users)• Supplement the Vancouver Deskside Team, providing both Tier I and Tier II support as needed• Provide remote and desk-side service for Microsoft Office 365, networking, communications, home printing, and account maintenance on a multitude of specialty applications• Software troubleshooting and deployment for a complex and multidisciplinary environment, with keen attention to compliance and governance• Operate autonomously and with a high standard of accountability and self-sufficiency for roughly half of my working hours, as the majority of escalation points\' schedules are three hours ahead• Through telephone, remote assistance, email, and MS Teams, communicate solutions effectively with users and colleagues of varying technical knowledge• Assist new HelpDesk team members to get them confident and contributing in record time• Manage and monitor the IT Support mailbox to ensure service continuity for internal and external users.
EDUCATION
BCIT / UBC
Network Administration and Security Professional, Information Technology
BCIT / UBC
Part Time / Continuing Studies, Architectural and Building Sciences/Technology
British Columbia Institute of Technology
Dip Tech, Architectural and Building Engineering Technology
SKILLS
ABOUT ISSA DADIVAS
Foodie • Geek • Ride-or-Die IT SupportSupport isn\'t just a role—it\'s an attitude.It\'s as much about lifting people up as it is about fixing a DNS issue. It\'s as much about preventing trouble through better user experience and education, as it is about resolving issues when they arise.I\'ve had the pleasure of working for multiple top-tier, nation-wide companies with diverse cultures, meshing well with both Vancouver and Toronto corporate styles. Whatever the environment, I bring an attitude and approachability that lets people know I\'ve got their back.My daily goal: to be one of the reasons that *this* is a Great Place to Work™.As a professional nerd who has gone from architecture to IT, I retain my passion for effective and eye-friendly communication. I find data delicious, especially when it\'s actionable and nicely formatted. Whether I\'m building a knowledge base, making Google Form data fit for human consumption, or helping a friend meticulously build their Discord server, I can\'t help but look for the best way to make things more human-friendly.I often hear others say they seek to better the world around them through technology. By contrast, I compulsively seek to improve tech for the world around me. I live and breathe Kaizen (continuous improvement). At every job I\'ve held, I sought to make an impact on our users, our processes, and our knowledge base.What excites me most about my job?The feeling that I\'m part of something awesome—whether it\'s a team, a company, or simply a moment when a little bit of tech transformed from hindrance to help.For this reason, I have loved every job I\'ve held.It\'s my way of life. It\'s what drives me whether I\'m training a team of the world\'s most enthusiastic and people-driven IT support specialists, or creating a thriving online community where gamers around the world can come together and become more than the sum of their parts.
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