Cambridge, Ontario, Canada
With over 8 years of experience in the IT industry, I am passionate about leveraging technology to enhance operational efficiency and drive business success. My expertise spans analysis, problem-solving, and leadership, enabling me to align IT initiatives with strategic objectives. 💼 Professional Journey: I have had the privilege of working with diverse teams and cutting-edge technologies in Canada, delivering impactful solutions across IT strategy, digital transformation, and process optimization. My ability to bridge the gap between business and technology has consistently led to measurable improvements in efficiency and innovation. 🚀 Career Aspirations: I am seeking managerial opportunities where I can lead dynamic teams, foster innovation, and drive strategic IT initiatives. My goal is to contribute to organizations looking to scale and optimize their technology landscape while creating a culture of excellence and collaboration.
Infrastructure & System Management - Monitor, maintain, and optimize cloud and on-prem systems for performance, security, and scalability. DevOps & Automation – Manage cloud deployments (AWS/GCP/Azure). Security & Compliance – Ensure system security, manage access controls, and conduct internal IT audits. Incident Management - Troubleshoot IT issues, implement fixes, and maintain SOPs for operational efficiency. Collaboration & Support – Work with engineering, DevOps, and security teams to enhance IT operations.
Infrastructure & System Management - Monitor, maintain, and optimize cloud and on-prem systems for performance, security, and scalability. DevOps & Automation – Manage cloud deployments (AWS/GCP/Azure). Security & Compliance – Ensure system security, manage access controls, and conduct internal IT audits. Incident Management - Troubleshoot IT issues, implement fixes, and maintain SOPs for operational efficiency.
IT Support via Top Desk o Respond to all incidents and work requests as received via incident management tickets. Respond to end user within 12 hours and resolve incidents as expediently as possible. Provide users with an update every 24-36 hours for lingering tickets. Close tickets within 24 hours of a resolution with the appropriate information and time spent on the incident. • Computer / Printer setup o Setup new Desktops, Notebooks and Printers. Trouble shoot application errors, viruses, and Operating System issues. Transfer and escalate incidents to manufacturers or suppliers in a timely manner. o Track the assets for laptops, desktops, printers etc. • Cell Phones o Setup new units, repair or replace troubled units. o Track the asset and maintain programs to distribute and display. • General IT support o AD/App MACDs as accessible to this individual o Unpacking, moving and disposing of IT hardware and equipment o Documentation on using IT equipment’s – AV systems, meeting rooms, reference guide for end users. o Assist the teams with other tasks as required.
IT Support via Top Desk o Respond to all incidents and work requests as received via incident management tickets. Respond to end user within 12 hours and resolve incidents as expediently as possible. Provide users with an update every 24-36 hours for lingering tickets. Close tickets within 24 hours of a resolution with the appropriate information and time spent on the incident. • Computer / Printer setup o Setup new Desktops, Notebooks and Printers. Trouble shoot application errors, viruses, and Operating System issues. Transfer and escalate incidents to manufacturers or suppliers in a timely manner. o Track the assets for laptops, desktops, printers etc. • Cell Phones o Setup new units, repair or replace troubled units. o Track the asset and maintain programs to distribute and display. • General IT support o AD/App MACDs as accessible to this individual o Unpacking, moving and disposing of IT hardware and equipment o Documentation on using IT equipment’s – AV systems, meeting rooms, reference guide for end users. o Assist the teams with other tasks as required.
• Responsible for onboarding/deboarding of clients • Identified, analyzed, and resolved hardware, software or application issues to ensure uninterrupted operations. • Good understanding and experience with Citrix, IICS and SQL • Provided clear and effective application and exchange training, ensuring thorough end-user knowledge in symbology and feed documentation. • Experience with Linux. • Delivered reliable and consistent first-level technical support to new and existing clients to foster positive client relations. • Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions) • Ensure compliance with Quality Assurance Evaluation (Calls, chats, emails, self-service interactions and tickets)
• Ability to support customers via remote assistance, phone, walkups, chat proficiently • Proactively respond to incidents and technical service requests as they arise • Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar) • Diagnose hardware issues and replace faulty components • Troubleshoot and resolve issues related to software and hardware compatibility • Track requests, issues and solutions using ServiceNow • Take ownership of tickets and communicate progress with customers in a timely manner • Manage user and computer accounts using Microsoft Active Directory • Identifies technical issues and opportunities for improvement and provides resolutions by using tools to research trends; analyzing data; and researching new technologies to improve tools used within the area. • Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue. • Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. • Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities