Vancouver, British Columbia, Canada
• Multi-user endpoint support for staff, instructors, and students across all full-time programs • First-response Mac/Windows/Linux support serving all campuses including classrooms, edit suites, 5.1 surround Mix Labs and Dolby Certified 5.1 Mix Theatre • macOS Administration using MDM tools and custom scripts (bash, python) and configuration profiles to manage fleet of iOS, iPadOS + macOS devices (both Intel x86 and Apple Silicon arm64 architectures) • OS image deployment, server maintenance, volume licensing and security patch updates • Owned the software build deployment process for Digital Design, Foundation Studies as well as Sound Design and Game Audio curriculum • Built custom solutions and internal tools by rapidly iterating on functional prototypes, emphasizing security-first design, observability, error-handling, auditing, and scalability.
• Application Support for iOS, macOS, Android and Windows platforms across all popular browsers • Worked closely with the Product team on software feature rollouts to ensure support preparedness • Quarterbacked critical data recovery, failed backup, auditing and data de-duplication issues • Provided troubleshooting for advanced product features including API, SSO, OTP, HTML • Tailored support to each customer's unique environments and RMM/PSA tool integrations • Cross-referenced issue tracking systems and accurately logged newly discovered bugs
• Provided phone, email and chat support to an exponentially growing SaaS user base • Solved user logins, first signups and account lockouts to uplift the new user experience • Isolated and resolved all technical support issues by applying expert troubleshooting logic • Helped new partners magnify their efficiencies through best-practice training and coaching • Acted as Admin on community forums and maintained Knowledge Base and Support articles • Proactively analyzed trends/patterns on inbound support channels multiplying ticket closure • Worked closely with the QA, Dev and Operations teams to quickly solve escalated issues
• Conducted regular meetings with new clients to ensure a seamless onboarding experience • Verified and audited internal reference documentation in support of Help Desk operations • Validated knowledge base materials for integration with existing service delivery practices • Warranted staff readiness by publishing internal communiqués and walkthrough guides • Served as Help Desk ambassador to streamline communication between technical teams • Assisted with Incident Management during planned service migrations and upgrades • Performed weekly touchpoint meetings to review feedback and revise defined processes • Collaborated with PMO to uphold multiple simultaneous project goals and deadlines • Promoted long-term customer retention by facilitating strong business relationships
• Implemented a Quality Assurance Program to ensure service delivery excellence • Increased SLA compliance by enforcing control measures, testing desired outcomes • Monitored inbound/outbound Help Desk phone calls, emails and ticket-handling • Performed data analytics and relayed top-trending insights to Executive team • Delivered individualized technician training sessions to streamline the user experience • Investigated compliance-related issues triggering immediate corrective actions • Fueled a dynamic Recognition & Reward system to enhance staff incentive programs • Reduced response times and boosted resolution rates across multiple support tiers • Prepared, edited and delivered RCA (Root Cause Analysis) documentation to endorse continuous improvement and accountability mandates
• Oversaw the national service delivery of onsite IT technical services • Supervised teams of onsite IT technicians and coordinated all dispatch related items • Provided lead customer service, client communication, coaching and problem resolution • Functioned as technical expert and escalation point for Mac, Windows and Linux issues • Maintained inventory control for numerous asset depots and equipment pickup zones • Collaborated with other department managers to exceed service delivery goals • Completed detailed reporting on-demand for internal and client-facing review
• Co-administered secure network services for all internal and remote staff members • Ensured a high degree of technical support satisfaction via Zendesk ticketing system • Configured and tested user accounts, email, calendaring, printer drivers, VoIP phones • Maintained daily backups of Open Directory server and verified system restore • Deployed MDM software to administer installs and upgrades for iOS devices • Documented errors and analyzed statistical trends to prevent future problems • Provided prompt and attentive support for a wide range of managed IT clients • Persisted with end-user technical issues until full problem resolution • Escalated technical concerns to senior colleagues when necessary
• Prepared and delivered custom curriculum to high-schools, gov't agencies, non-profits • Created media-rich Keynote and PowerPoint presentations to facilitate deeper learning • Provided one-on-one private instruction at recording studios in the Greater Toronto Area • Apple Certified Trainer (ACT) in Logic Pro
• Coordinated training activity for a Gold Level Apple Authorized Training Centre (AATC) • Developed custom curriculum, arranged technical requirements and logistics • Fortified Apple Reseller and Apple Education channels by developing new partnerships • Implemented course delivery and certification metrics for Vancouver and Toronto offices • Secured local and international trainers, booked travel and accommodations • Ensured the training facility’s Gold Level AATC status by consistently exceeding standards