Noel J. Jerome

Technical Specialist @Symcor

Mississauga, ON, CA

Resolve issues and challenges related to desktop incidents, including hardware and software to ensure issues are resolved in accordance with incident management processes and guidelines- Assist other team members in the resolution of desktop incidents by providing expertise and guidance as required- Perform/execute changes/fixes and maintain documentation as required- Provide remote and in-person incident support and make regular updates to tickets in ServiceNow- Work with 3rd party vendors to resolve incidents- Provide 2nd level support to the help desk- Process service requests from internal clients within defined SLAs to ensure the business has the proper devices, applications, tools, equipment and/or access to perform business-related functions- Create and maintain records of assets deployed to staff- Participate in the deployment and support of desktop infrastructure applications to ensure the effective operation of the desktop environment- Participate in the deployment of new MFPs and print queues- Assist in the process of desktop/laptop image/build/test and configuration- Provide documentation and training to Help desk and other LSA, teams and users- Collect/produce monthly reporting, including vulnerability remediation, overall metrics- Assist with the deployment of patches to desktops/laptops- Assist with the remediation of system vulnerabilities on a monthly basis- Participate in projects and complete assigned project tasks including gathering requirements, and act as an SME to support business and technical requirements and ensure all projects are delivered on time- Provide FTE forecasting to management- Work with vendors and coordinate in the deployment of new and replacement technology- Attend meetings to collect requirements and provide updates- Follow established department procedures to ensure tasks are completed in compliance with information security and policy standards.

Ryerson University

BComm, Business Technology Management

Ryerson University

Bachelor of Commerce (B.Com.), Computer/Information Technology Administration and Management