Helpdesk Consultant

Gary Claassen

Mobile: 416-***-**** Email: ad8nfa@r.postjobfree.com

Performance Profile

Experienced in IT support, Helpdesk training, and project management across various sectors, notably healthcare. Skilled at aligning project goals with organizational priorities, ensuring timely and budget-compliant delivery. Proficient in fostering communication, meticulous documentation, and thorough reporting throughout project cycles. Show meticulous attention to detail, and strict adherence to standards, while ensuring rigorous quality control throughout the program's components. Capable of risk identification and mitigation, financial tracking, and cultivating partnerships with stakeholders. Dedicated to enhancing healthcare delivery through proactive engagement and strategic decision-making.

Areas of expertise:

Providing Technical Support

Executing and Controlling Projects

Managing Client Relationships

Troubleshooting and Problem Solving

Developing Web and Social Media Platforms

IT Helpdesk Trainer

Implementing McAfee Endpoint Encryption

Six Sigma Green Belt Trained

Administering Asset Management

Demonstrating Motivational leadership

Technical Proficiencies

Certifications: Lean Six Sigma Green Belt, Microsoft Certified Professional (MCP), CompTIA A+ (Hardware and Operating Systems), Health Informatics.

Training: Lean Six Sigma Green Belt, Project Management Body of Knowledge (PMBOK)

Platforms: Windows 10/11, iOS, Windows Server, Linux/Unix, Active Directory, McAfee Endpoint Encryption, bespoke medical software.

Programming Languages: Python, R

Tools: Visio, EngineRoom, Microsoft Office, MySQL databases, ServiceNow, Remedy.

Career Progression & Accomplishments

IT Helpdesk Trainer DREAMBIRCH PRESS

Jul 2017 – Present

Consultant for clients in Hong Kong, South Africa, Australia, and New Zealand.

- Conduct training needs analysis and define the skill sets needed for Helpdesk support.

- Conduct performance appraisal to establish the skills gap between current and desirable support skill levels.

- Perform technology training sessions for Helpdesk staff as required.

- Revise training presentations, technotes, and schedules for Helpdesk training as needed.

Provincial Vaccine Agent NORDIA

Sept 2021 – Nov 2021

Handled vaccination bookings and provided information for Ontario's COVID-19 vaccination project.

IT Senior Systems Specialist ATOS Sept 2012 – Nov 2017

Provided IT support at Johnson & Johnson, KSPC, ADT Security & Schneider Electric.

- Johnson & Johnson: Managed Refresh Project for onsite and remote users, provided data centre and onsite support, managed asset redeployment and repair of faulty hardware.

- KSPC: Rolled out complete laptop replacement, including building, configuring, and user training.

- ADT Security: Provided MS laptop and Apple iPad Support at HQ, and coordinated asset distribution across Canada.

- Schneider Electric: Provided HQ support including MS laptop/desktop, Novell, and Datacenter Support. Managed IT asset distribution across Canada. Executed “IT Refresh” & “Windows 7 Upgrade” Projects.

IT Support & Project Technician GLOUCESTERSHIRE NHS HOSPITALS TRUST Aug 2007 – Dec 2011

Led Phase 1 of McAfee Endpoint Encryption Project. Administered & supported Encryption database, network, and users. Specialized in bespoke medical software at Gloucester Hospital.

Accounts Receivable SUEZ May 2001 – June 2007

Extensive experience managing £5 million in accounts receivable across multiple ledgers. Proficient in reconciling accounts and reallocating payments for accurate financial records. Skilled in assessing account status and making informed decisions on releasing or blocking orders.

Education & Qualifications

Toronto Metropolitan University

- Certificate in Health Informatics

- Certificate in English Literature & Popular Culture

Global Learning, Xerox Corporation

- Lean Six Sigma Green Belt (LSSGBF) Training

- Project Management (PMBOK) Training

Network Professional Program

- CompTIA A+ Certification

- Microsoft Certified Professional (MCP) Certifications

St George’s College (A-Levels)

- Afrikaans

- English Literature

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