Greater Victoria Metropolitan Area
IT Project Leader | MSP Specialist | Automation & Process Optimization 5+ years of experience driving zero-downtime deployments and IT process automation in managed services and enterprise environments. Key Expertise: ✔️ Automation: Slashed deployment time by 80% via scripting (Jamf, SwiftDialog, Bash). ✔️ ITIL/PMP Practices: Streamlined workflows in ConnectWise Manage, improving SLA compliance by 30%. ✔️ Stakeholder Training: Reduced support tickets by 40% through workshops for tools like SharePoint/PowerApps. Technical Toolkit: Jamf Pro | ITIL/PMP Frameworks | APIs | Visio/Excel | Python/Bash Beyond Work: Hobbyist developer and gamer – because solving puzzles in code (or RPGs) fuels my love for strategic problem-solving. Let’s connect to discuss IT efficiency, automation, or MSP best practices.
- Troubleshot and resolved various hardware, software, network and office infrastructure issues for staff members across different departments and locations. - Designed and implemented automated zero touch deployment procedure using Jamf Pro, Jamf Connect, Entra ID, Intune, and bespoke Bash scripts reducing new device deployment times by 80%. - Managed the procurement, configuration and deployment of IT assets and equipment according to company standards and policies, ensuring efficiency and security. - Negotiated and collaborated with vendors and contractors to obtain optimal hardware, software and service plans that meet the company's needs and budget. - Handled and processed IT requests and incidents through a ticketing system, providing timely and effective solutions. - Implementation of new technologies and projects such as MDM systems and business applications, enhancing the company's productivity and innovation.
Worked on contract through iFathom at BCI - Worked with the End User Computing team during wide rollout of windows 11 - Assisted with day to day operations such as Incident management, Software and hardware support, and access management. - Authored Scripts and API integrations to Assist with User Access management and license provisioning. - Maintained Service now Task and incident queues
- Assessed Client needs and requirements to develop effective workflows. - Discussed needs and requirements with client stakeholders and assisted in the development and strategies and the creation of effective specifications and workflows. - Managed DHCP, Microsoft Azure Active Directory Sync, DNS, Print Server, Active Directory, Group Policy, Microsoft 365 and other related systems. - Was awarded Employee of the month 3 times in recognition of efforts in Client focus and Workplace efficiency. - Maintained and managed distributed, multi-site, highly available networks, while maintaining availability and ensuring minimal downtime of Hypervisors, Network Equipment, and other internal infrastructure.
- Ensured proper training and knowledge of the Geek Squad team - Drove weekly group training sessions, one on one training sessions as required, and coaching. - Responsible for creation and success of action plans to surpass productivity KPIs. - Maintain Positive Business relationships with Staff and local small business' - Hosted weekly group training sessions, one on one training sessions as required - Coaching at any opportunity. Was involved in Management meetings and was responsible for creating plans to surpass sales and development goals. - Responsible for maintaining store customer satisfaction targets for the Department as well as the total store. - Dutied with building relationships between clients, employees, and technology. - Ensured that every client left feeling informed, entertained, and satisfied with their experience whether they came in to purchase, learn, or waste time.
- Performed home theater and computing technology deployments for clients - Delivered high-quality work and ensured client satisfaction - Handled delivery, setup, and mounting of home theater products - Provided computer setup, configuration, personalization, and network integration services - Built and maintained relationships with business and home clients - Achieved positive NPS performance of over 95% indicators by engaging clients - Demonstrated high utilization of time and efficiency in completing tasks
- Coordinated with contractors and vendors to install new technologies for the enhanced Best Buy Experience Store. - Project Managed a store team in adopting new display strategies and standards. - Served as the primary liaison between Best Buy Headquarters and the technical, construction, and vendor teams.