User Setup - Added User I. D.s; set-up printers; Lotus Notes I.D. or Mobile; Internet/Proxy server; data directories; special software, etc. Assisted in deploying VPN roll out at Canada Life. Provided second level support to Citrix users. Provided connectivity (LAN, Internet) troubleshooting and support for approximately 3,500 users. Used Asset Insight to keep track of the software installed on the PCs and then use Ghost to create images. Responsible for coaching co-op students and new team members. Installed and supported PDAs, such as Blackberry® and Palm®. Responsible for 1st line problem resolution. Answer support calls and log cases that come into the Help Desk. Answer questions regarding system procedures, on-line transactions, system status and downtimes. Troubleshoot software & hardware problems. Stay informed of all changes to the operating systems that affect company. Relay any request for assistance that is outside the scope of the Help Desk to the appropriate person. Change system passwords.