WILLETT MOORE
Senior Help Desk Analyst
TORONTO,Ontario
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
15
15
years of professional experience
17
17
Certificates
Work History
Cybersecurity Analyst
OPPOS INCORPORATED
03.2021 - Current
- Collaborated with IT teams to integrate security measures into development and deployment of new applications.
- Served as subject matter expert in cybersecurity during internal and external audits, providing valuable insights and guidance throughout process.
- Performed regular reviews of user access rights, minimizing risks posed by insider threats or compromised accounts.
- Enhanced network security by implementing advanced threat detection and prevention systems.
- Spearheaded bring your own device program, defining necessary security parameters and designing complementary security deployments.
- Supported the implementation of a robust identity and access management system, enhancing overall security posture by limiting unauthorized access to critical systems and data.
Senior Service Desk Analyst
CAA-SCO
05.2012 - 10.2020
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing team to focus on critical issues.
- Coordinated hardware replacements/upgrades when necessary for end-user devices
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures
Service Desk Analyst
Rogers Communications Incorporated
05.2009 - 05.2012
- Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
- Engaged in user support interactions via
telephone, chat and email platforms. - Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Served as primary point of contact for all IT-related queries organization-wide, directing users to appropriate resources when necessary.
- Improved service desk efficiency by streamlining processes and implementing best practices.
Education
High School Diploma -
Sir Wilfrid Laurier Collegiate Institute
Toronto, ON 05.2001 -
Master of Science - Business Information Technology Management
Western Governors University
Salt Lake City, UT 05.2023 - Current
Skills
Training and mentoring
Capacity Planning
SLA Compliance
Customer Service
Technical Troubleshooting
Technical Documentation
Account Administration
Employee Computer Support
Task Prioritization
ServiceNow
BMC Remedy
SAP
Active Directory
Certification
Comptia CySA+ Certification
Affiliations
- Independent Order Of Mechanics (S.D)
- Council of Six Sigma Certification
- Project Management Institute
Timeline
Master of Science - Business Information Technology Management
Western Governors University
05.2023 - Current
Cybersecurity Analyst
OPPOS INCORPORATED
03.2021 - Current
Senior Service Desk Analyst
CAA-SCO
05.2012 - 10.2020
Service Desk Analyst
Rogers Communications Incorporated
05.2009 - 05.2012
High School Diploma -
Sir Wilfrid Laurier Collegiate Institute
05.2001 -
Accomplishments
- Supervised team of 23 staff members.
- Documented and resolved network security issues which led to decrease in corporate network downtime.
- Achieved 97% of quarterly bonus KPI targets by completing corporate end-of-day, weekly and monthly reporting with accuracy and efficiency.
- Achieved 94% SLA through effectively managing high-peak call volumes.
- Resolved product issue through consumer testing.
- Collaborated with team of 13 application support team members in the development of SAP data migrations.