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Work Background
PMI Alliance Group Inc.Infrastructure Administrator
Apr. 2022Ottawa, Ontario, Canada
BoydenInformation Technology Service Desk Manager
Dec. 2019 - Feb. 2022Ottawa, Canada Area
NeoLore Networks Inc.Help Desk Manager
Apr. 2018 - Jun. 2019Ottawa, Canada Area
NeoLore Networks Inc.Network Specialist
Apr. 2018 - Jul. 2018Ottawa, Canada Area
365 iT SOLUTIONS - Managed iT Services TorontoService Desk Manager
Apr. 2013 - Apr. 2018TorontoAccomplishments • Implemented ConnectWise CRM and ticketing solution • Implemented LabTech RMM solution • Performed multiple server migrations from SBS to Essentials and Standard • Performed multiple Microsoft Exchange to Office 365 migrations • Implemented OS deployment solution using Microsoft Deployment Toolkit and Windows Deployments Services Management Duties • Monitor and expedite incoming tickets from clients and RMM tools • Managed Support Desk employees to enable day-to-day activities to run smoothly while ensuring that benchmarks and SLA agreements were being met on a consistent basis and timely manner • Provided third level technical support to Support Desk Analysts and handled all escalations • Interviewed and selected new staff to hire • Trained, developed and mentored technicians • Defined documentation strategies • Implemented standardization practices • Created documentation for new processes and procedures, including how-to documentation for both technicians and end-users • Provided technical training to end-users Technical Duties • Deployed and managed 3CX VoIP PBX servers, handsets and softphones • Deployed and managed Microsoft Windows 2016, 2012/R2 2012 Essentials, 2011/2008 SBS, 2008/R2 and 2003 servers utilizing a change management system and RMM tools • Managed all Windows Server services including; o AD-DS o Microsoft Exchange o Remote Desktop Gateway o RRAS, VPN (SSTP, L2TP, PPTP) o Remote Desktop Services o DHCP o RemoteApp o DNS o Terminal Services o IIS • Managed Office 365 tenants through PowerShell • Remotely diagnosed and repaired day-to-day software and hardware issues on client desktop and laptop computers running various versions of Microsoft Windows Operating Systems • Remotely managed various peripheral devices including SonicWALL routers, Barracudas, QNAP NAS devices, networked printers and scanners • Provided after hours OnCall services
365 iT SOLUTIONS - Managed iT Services TorontoService Desk Manager
Apr. 2013 - Apr. 2018TorontoAccomplishments • Implemented ConnectWise CRM and ticketing solution • Implemented LabTech RMM solution • Performed multiple server migrations from SBS to Essentials and Standard • Performed multiple Microsoft Exchange to Office 365 migrations • Implemented OS deployment solution using Microsoft Deployment Toolkit and Windows Deployments Services Management Duties • Monitor and expedite incoming tickets from clients and RMM tools • Managed Support Desk employees to enable day-to-day activities to run smoothly while ensuring that benchmarks and SLA agreements were being met on a consistent basis and timely manner • Provided third level technical support to Support Desk Analysts and handled all escalations • Interviewed and selected new staff to hire • Trained, developed and mentored technicians • Defined documentation strategies • Implemented standardization practices • Created documentation for new processes and procedures, including how-to documentation for both technicians and end-users • Provided technical training to end-users Technical Duties • Deployed and managed 3CX VoIP PBX servers, handsets and softphones • Deployed and managed Microsoft Windows 2016, 2012/R2 2012 Essentials, 2011/2008 SBS, 2008/R2 and 2003 servers utilizing a change management system and RMM tools • Managed all Windows Server services including; o AD-DS o Microsoft Exchange o Remote Desktop Gateway o RRAS, VPN (SSTP, L2TP, PPTP) o Remote Desktop Services o DHCP o RemoteApp o DNS o Terminal Services o IIS • Managed Office 365 tenants through PowerShell • Remotely diagnosed and repaired day-to-day software and hardware issues on client desktop and laptop computers running various versions of Microsoft Windows Operating Systems • Remotely managed various peripheral devices including SonicWALL routers, Barracudas, QNAP NAS devices, networked printers and scanners • Provided after hours OnCall services
Athabasca Oil Sands Corp.Help Desk Supervisor
Jun. 2011 - Aug. 2012Calgary, Canada AreaAccomplishments - Reduced cost of desktop computers by up to $1000 per unit - Proposed, developed and implemented --- An OS deployment solution --- An application deployment solution --- A Desktop Management solution --- A ticketing system --- A centralised patching solution - Designed call flow for the Help Desk Day-to-day - Managed Help Desk employees to enable day to day activities to run smoothly while ensuring that benchmarks were being met on a consistent basis and in a timely manner - Provided second level technical support to Help Desk Analysts and handled all escalations - Trained new technicians - Created documentation for new processes and procedures, including how-to documentation or the end users
Athabasca Oil CorporationConsultant
Dec. 2009 - Jun. 2011Calgary, Canada Area- Performed break-fix as needed for servers and desktops
Blue Static Inc.Owner
Feb. 2009 - Jun. 2011
IBMSystems Administrator
Feb. 2009 - Dec. 2009Calgary, Canada Area- Assisted in migrating +500 physical and virtual servers to IBM’s Managed Services through documenting environments and deploying in house tool sets and AV applications - Remotely managed and maintained Microsoft Windows 2003, 2000 and NT4.0 servers - Managed and maintained applications including Citrix, SAV, BackupExec, TSM and WSUS
Broadview NetworksManaged Services Supervisor
Mar. 2008 - Feb. 2009Winnipeg, Canada Area- Further defined the Preventative Maintenance offering through the development of process and procedures while implement standardization - Developed additional service offerings under the Managed Services umbrella - Effectively managed the monthly work flow, as pertained to the Managed Services offerings and through scheduling of resources both internal and external to the department - Trained and developed new staff - Performed maintenance on all client server hardware including HP, Compaq, and Dell servers and IBM Blade servers
MBCHelp Desk Supervisor
Jan. 2007 - Dec. 2008Toronto, Canada Area- Aided in the creation of new policies and procedures to further refine and improve the delivery of services to clients - Managed Help Desk employees to enable day to day activities to run smoothly while ensuring that benchmarks were being met on a consistent basis and in a timely manner - Provided Level 3 technical support to Help Desk agents and handled all initial hierarchical escalations (technical and customer service related) - Remotely managed Microsoft Windows 2003, 2003 SBS, 2003 Terminal, 2000 and 2000 SBS servers utilizing Group Policies and a change management system - Remotely managed any and all services including Microsoft Exchange, Terminal Services. Citrix, VPN, Blackberry Enterprise Services, DNS, DHCP, IIS, DFS - Remotely diagnosed and repaired day-to-day software and hardware issues on client desktop and laptop computers running various versions of Microsoft Windows Operating Systems - Remotely managed various peripheral devices such as SonicwWALL routers and CDP devices, BlackBerrys, NAS devices, networked printers and scanners
Geary TechHelp Desk
Jan. 2006 - Dec. 2007Toronto, Canada Area- Remotely managed Microsoft Windows 2003, 2000, and SBS servers utilizing Group Policies and ticketing system - Remotely managed Linux based VoIP servers (Asterisk), firewalls (mOnOwall and pfSence) - Remotely managed any and all Windows services including Microsoft Exchange, Terminal Services, DNS, DHCP, IIS, DFS, Blackberry Enterprise Services - Remotely managed Microsoft Windows XP, 2000 and 98 desktop and laptop computers
WSIHelp Desk
Jan. 2001 - Dec. 2006
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