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Work Background
Quantum SupportOwner
Apr. 2022
Quantum SupportIT Director
May. 2019Calgary, Canada Area
Pidherney's IncSr. IT Specialist
Nov. 2017 - May. 2019Calgary, Canada AreaVMware
Office 365 / Azure
Server 2012r2 and 2016
SQL Server administration and maintenance
Desktop Imaging
Mobility and/or Telecom
Network and Security management
Disaster Recovery planning
Documentation
Quantum SupportIT Manager
Nov. 2017 - Dec. 2018Springbank, AbThis is an evolving role with a new company, I will likely wear many hats, hats I have already worn include: • Manager responsible for establishing a new companies SLA’s and SOP’s.
• Main contact for supporting multiple clients with varying configurations of hardware and software.
• Provide Tier 2 and 3 user escalation support.
• Hardware and software procurement.
• Vendor relations and management.
• Recruit, train and mentor new helpdesk resources as required.
• Identify and suggest new technologies to help establish company as a leader in the field.
• Work with management to establish a strong helpdesk which consistently meets or exceeds SLA.
• Engage with stakeholders to deliver an Incident review process which will review and track all high severity incidents.
• Technology Training.
Shock Trauma Air Rescue ServiceSenior IT Support Specialist / IT Lead
Mar. 2012 - Nov. 2017Calgary, Canada Area• Key Technical resource that assists users with service request and incidents in addition to directing and assisting other team members. • Supporting applications including Office 2010 and Raiser’s Edge. Draw upon broad IT knowledge to mentor and train junior colleagues and work collectively to ensure Sla’s are met.
• Tier 2 and 3 user escalation support.
• Vendor relations and management, IT Hardware procurement.
• Unified Communications Support, Mitel VoIP Phones, Microsoft Lync, Skype for Business, Polycom, Tandberg, and Crestron.
• Deliver elite customer service, drawing upon advanced troubleshooting skills, problem assessment, and prompt communication for approximately 400 users across three provinces. Key successes include the implementation of a state of the art Polycom video conferencing solution, and the milestone of an 85% ticket closure rate on team’s tickets. I was chosen to lead the windows 7 training project, providing training and guidance to users.
• Accountable for team performance and ensuring SLA’s and customer service levels are maintained at the highest level. Administered performance reviews and oversaw team scheduling and holiday requests. Environment:
Windows XP, Windows 7, Windows Server 2008 – 2012, Microsoft Office 2010, Microsoft Lync 2010, Microsoft Exchange 2010, Raiser’s Edge, Microsoft Visio, Printer Support, Android Mobile, IOS mobile, Mac OSX, VPN, remote Support, Blackberry Support, Active directory user account support, Mitel VoIP Phones, Active Directory permissions support, Distribution list management, Advanced troubleshooting, After hours support, SharePoint document management and page creation, File server support, Ticket management systems, Polycom Videoconferencing, Tandberg Video conferencing, Xerox printers
Chartwell TechnologyService Desk Team Lead
Mar. 2006 - Mar. 2012• Implemented email based support ticket system to provide better accountability and reporting • Managed operations for a busy service desk of 5 members • Managed the SLA, with a focus on customer service. • Provided reports detailing call volumes and demand statistics • Led the IT support team to an average ticket response time of 2 hours with a closure rate of 85 % • Implemented standardized training for new employees, decreasing lead in time and increasing morale and productivity • Responsible for dealing with all IT related Vendors and management of software and licensing • Mentored and trained junior members of the IT team Environment:
Windows XP, Windows Server 2003 – 2008, OSX Snow leopard and Lion, smartphones iPhone and Blackberry, Xerox and Ricoh printers, SharePoint, intranet, exchange 2003, active directory, Polycom videoconferencing, vpn, Computer Associates ticketing system
Tom Baker Cancer CenterDesktop Support Technician
Jan. 2001 - Apr. 2006• Implemented an internal scheduling system to allow more efficient usage of equipment and facilities • Responsible for all operational readiness of videoconferencing services and equipment • Led the desktop team to an organizational high of 87% ticket resolution rate • Mentored and trained junior members of the support team • Implemented and presented video conference and AV services training course for new members of the IT team Environment:
Windows NT, Windows XP, Server 2000, Exchange 2000, Active Directory, Crestron, Polycom, Tandberg, audio mixing, microphones, session recording, video editing and post production
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