Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Accomplishments
Generic

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

Certification

Comptia CySA+ Certification

Google Cybersecurity Certification

IBM – Cybersecurity Analyst Specialization Certificate

INFOSEC - Cybersecurity Risk Management Framework Certification

INFOSEC - Computer Forensics Certificate

IBM – Data Science Professional Certificate

ITIL V3 Foundations Certificate

NIST - CSF (Cybersecurity Framework)

Google IT Support Professional Certificate

Google Project Management Certificate

CSSC- Six Sigma SSWB, SSYB. (Specialized Yellow Belt)

AWS Cloud Practitioner Certificate

LPI - Linux Essentials Certificate

Qualys Vulnerability Management Detection & Response Certification

Qualys Policy Compliance Certification Independent Order

Google Project Management Certificate

CSSC- Six Sigma SSWB, SSYB. (Specialized Yellow Belt)

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.
WILLETT MOORESenior Help Desk Analyst