Dan Rempel

A very ambitious individual who is always ready to learn something new. Takes pride in customer service skills and loves to cultivate a climate of motivation and fun in the work place.

dan@dare-studios.com

(780) 999-7489

Edmonton, AB


Employment

May 2012 – Present
University of Alberta – IST (Information Systems Technology)
Senior Deskside Analyst
  • Supported over 2000 clients. Mostly Windows clients, a good portion of domain integrated Apple devices.
  • Maintained and added to a growing ITIL compliant knowledge base in our ticketing system.
  • Provided end-user support and training on all required systems and software.
  • Maintained and educated all end-users and coworkers on appropriate and current technical security measures.
  • Provided Tier 1 support for A/V equipment and Smart Classrooms.
  • Administered the secondary offsite backup server for the Faculty of Arts. (CommVault)
  • Administered all network and server infrastructure for St. Stephens College.
August 2014 – January 2015
University of Alberta – IST (Information Systems Technology)
Project Management
  • Seconded to the Project Management Office to assist with Consolidation of all IT units on campus.
  • Created, updated weekly, and maintained a dashboard website displaying all of the current project statistics for the executive and involved teams and individuals.
  • Performed Service Discovery for new IT units to gain a better picture of their current support model.
  • Documentation and report writing.
  • Created and outlined processes that were followed for consecutive service migrations across campus.
October 2011 – April 2012
University of Alberta – AICT (Academic Information & Communication Technologies)
Service Desk Technician, Knowledge Base Manager
  • Created, maintained, and streamlined all of the Service Desk’s onboarding documentation and trained new staff.
  • Documentation of various technical procedures and training materials.
  • Handled the sale and distribution of software licenses.
  • Supported an entirely Gmail based email system including a full suite of Google apps linked to @ualberta.ca accounts.
January 2010 – October 2011
Acrodex – Government of Alberta
Worksite Support, Operations – Service Delivery
  • Supported over 600 clients.
  • Supported various remote locations including Camrose, Wetaskiwin, Leduc, and Fort Saskatchewan.
  • Provided functional and technical support, troubleshooting, and diagnosing hardware and software problems including desktop, laptop, LAN, WAN, and peripherals.
  • Assisted in the installation and updating of all software.
  • VIP support for the Ministries of Transportation, Environment and Sustainable Resource Development.
  • Direct support technician for CAD/GIS users in the Ministry of Transportation bridge builders/masters.
November 2009 – January 2010
Acrodex – EPCOR Intel Server Team
  • Monitored and organized Office Converter scripts for EPCOR for main shared drive relocation.
  • Performed virtualized Citrix server farm maintenance and troubleshooting.
August 2008 – November 2009
Acrodex – EPCOR Service Desk
Queue 1 Team Lead - L2/Trainer
  • Lead a team of six to seven people.
  • Management of full time staff.
  • Created, outlined, and updated various documented procedures.
  • Maintained daily reports of stats for Queue 1 Analysts.
  • Created tickets and assigned to all Analysts evenly.
  • Handled escalated client complaints and questions.
  • Experienced in Citrix, BMC Remedy, Entrust Identity Guard, and Oracle.
  • Maintained Exchange server mail stores including backup and restore procedures.

Skills

Leadership
90%
Approachability
100%
Time Management
85%
Attention to Detail
95%
Organization
100%

Skills & Certifications

  • ITIL (ITIL V.3)
  • CompTIA A+ (A+)
  • F.O.I.P. (Service Alberta)
  • Break/Fix Troubleshooting
  • Customer Service
  • Knowledge Base Management
  • Quality Assurance
  • Technical Writing/Documentation
  • Active Directory
  • Windows/Unix/OSX
  • Virtualization
  • Training
  • Process/Procedure Development
  • User Education
  • Management/Leadership
  • HTML, PHP, CSS, Ruby on Rails, WordPress
  • Imaging and Deployment
  • Google Applications
  • Antivirus Support
  • Mobile Device Support
  • Team & Customer Morale

Interests

Web Development | Reading | Self-Improvement | New Technology | Camping/Hiking | Mountain Biking | Lifting