Robbie Medeiros

Information Technology Support Analyst

Company Name: University of Alberta Full-time

Dates Employed: Jan 2014 – Apr 2018

Employment Duration: 4 yrs 4 mos

Location: Edmonton, Canada Area

Proudest Moments

Through relationship building within the faculty, went from most junior technician at the Faculty of Extension to a trusted partner with the associate dean.

Recommended changes to a delivery process on site that had been in place for years, improving delivery times for needed document cameras and decreasing ‘busy work’. Additional time could then be spent with clients.

• Plan and implement quality of life improvements for clients in the Faculty of Extension and the Faculty of Business’ Executive Education Program

• Onsite project management for efficiency improvements

• Process and evaluate queries and requests from users in person, via email and over the telephone regarding computing problems

• Provide support to clients on various computer operating systems (Windows, Macintosh, and basic support for UNIX and Linux)

• Assist clients in the setup and installation of desktop software such as Microsoft Office (Word, Excel, PowerPoint and Outlook)

• Support software licenses and electronic/computer repairs

• Accurately and concisely track and record problems in a centrally-managed ticketing system

• Develop and update documentation and online help tools to assist University faculty, staff, and students in resolve their issues

• Integrating departmental policy and assessing existing processes for streamlining with institutional big picture

• Liaise information with internal groups such as Client and Onsite Services

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Apple

Specialist

Company Name: Apple Full-time

Dates Employed: Jul 2013 – Jan 2014

Employment Duration: 7 mos

Location: Edmonton, Canada Area

Guided visitors to the store through their product ecosystem journey using storytelling and needs assessment skills.

Diagnosed device issues on the spot through troubleshooting scripts and open ended questions.

Education

BrainStation

BrainStation

Degree NameDiploma CandidateField Of StudyUser Experience Design

Dates attended or expected graduation2019 – 2019

Skills

Creative Strategy

Problem Solving

Public Speaking