Toronto, Ontario, Canada
A highly motivated IT professional with over 10 years’ experience in various roles; System Administrator, National Sales coordinator and IT Analyst. I am constantly learning new technologies, facing new opportunities and my experiences have thought me that in order succeed one has to work hard. I continue to perfect my crafts and I strive for growth and improvement in the areas of Management,
• As part North America server team, I administer and manage over 625 windows servers across 72 sites, over multiple domains on prom and cloud ( Azure) • Manage and execute the patch and vulnerability management program for the infrastructure • Worked closely with multiple business units to ensure system are patched, coordinate patching schedules and maintenance windows • Managed vulnerability across the enterprise for all servers. Monthly Threat Intelligence meeting with C-level, security team and security partners • CyberArk SME • Manage privilege accesses, application credential and vendor access. • Application provisioning / deployment via SCCM. • Improved deployment time of virtual machines through the creation of a harden server images. Created VM template for quick deployment via VMM. • Experience with Virtualization, Hyper-V , VMM 2016 and windows fail-over cluster • Worked on various key projects to meet the company’s vision. • Experience with change management process. ITIL • Experience working with vendors, statement of work and POC of new technologies • Triage of incidents and worked on level 3 incident to ensure systems are operational
• Travel to various sites across Canada to provide preventative maintenance on handhelds devices, docking terminals, PC’s and printers on a semi-annually basis. • Provide handheld support and after hours support for over 800 distributors via phone, mobi control, email and in person. • As a handheld support expert I provided a 95+ percent first call resolution, mentored and trained colleagues and prepared solution documentation. * Configured all mobile devices used by distributors with Soti Mobi Control over Bells jasper network. • Collaborate with Territory Sales Managers and ID Relations team to ensure our customers operated with limited or zero downtime. • Coordinated and executed two national device upgrade projects in 2009 and 2015. Prepared documentation, configured all devices, tracked assets, executed delivery of all hardware and travelled across Canada to deploy the new devices and provide training. • Manage assets using Enterprise Asset Management (EAM) to track assets, receive purchase orders and perform quarterly audits of spare equipment. • Server patching using SCCM.
• Provided IT support via phone, email, remote desktop and in person to end users for various software applications and hardware (desktops, laptops and printers). • Documented incidents in BMC and resolved tickets promptly and efficiently. • Resolved handheld support cases and provided after hours support for Weston Distributors. • Performed monthly data-purging on the telecommunications servers. • Developed and executed an online form to track handhelds and printers with more proficiency. • Ensured equipment was serviced and delivered to distributors as per the warranty and SLA. • On Health and Safety Committee 2007- 2010
• Managed support queue; delegated tasks to other agents while meeting SLA. • Trained new hires and colleagues. • Monitored critical and fatal alerts for various servers. • Primary contact for outages and escalations. • Provided technical support to end-user via phone, email and remote assistance. • Documented approximately 250 incident logs per week using Tivoli Management System. • Managed daily staff schedule. • Managed staffs lotus notes e-mail storage size. • Maintained & created documentation for IBMs internal knowledge base
• Provided technical support to US costumers using NetZero's dialup internet service. • Within 3 months progressed to 2nd level support: responsible for solving unresolved incidents, researching solutions, creating knowledge articles for 1st level support. • Documented all tickets with accuracy in Remedy and closed as per SLA • Troubleshoot internet connectivity, modem and desktop related issues.