Adrian B. Email & Phone Number

Toronto, Canada Area

- Provided second and third-tier technical ensuring compliance with service level agreements, minimizing downtime and ensuring end-user satisfaction for approximately 50 clients and 1400 network devices across 119 locations.- Perform server maintenance and optimization.- Setup and administer user accounts for new, existing and departing employees.- Resolving client issues for VPN, file and print services for Windows and macOS.- Load software images on desktops and laptops including the configuration of MS Windows, MS Office, VPN clients.- Install new hardware or exchange defective components on servers and desktops.- Troubleshoot and support application, e-mail and connectivity issues.- Open service requests and resolve issues with technical support professionals from application and hardware vendors. - Create and maintain documentation for customer and system configuration.- Provide on-call support on a rotating schedule.

Toronto, Ontario, Canada

- Responsible for supporting end user computing services (hardware and Software).- Install, configure and support desktops/laptops, printers, malfunction devices- Use global Helpdesk system to resolve support requests (Citrix Go To Assist)- User account management for MS Active Directory- Asset Inventory Management- Office 365 Administration- Assist with telecom support- Document procedures- Provide support for cloud-based services Saas & Paas (NetSuite ERP, 8x8 On Demand Call Center) - Manage and administer Microsoft System Center Configuration Manager- Antivirus Administration- Cisco VOIP configuration administration using Cisco Unity/Unified Messaging - System- Mobile Device Management through Blackberry Enterprise Server 12

Jamaica

- Utilized extensive technical skills to maintain 99% uptime for critical systems on a network with more than 350 internal users, 7,000 active external customers and 200 servers.- Proactively monitored internal customer helpdesk tickets to maintain a monthly closure rate of 97%.- Ensured effective delivery of IT disaster recovery procedures and simulations based on agreed business continuity plan schedule and objectives to increase system stability.- Proficiently produced monthly management reports from monitoring tools to effectively show system performance, uptime and to aid with capacity planning.- Employed industry best practices as a member of the company’s IT incident response team to strengthen system/network security and business continuity planning. - Served as senior member of a team of administrators responsible for provisioning, installing/configuring, troubleshooting and maintaining the IT infrastructure.- Effectively maintained systems in 24x7 data center production environments and disaster recovery sites to provide maximum system uptime.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

A cross-disciplinary program featuring a curriculum with a focus on team building, leadership and creative innovation. Some of the courses.

Bachelor’S Degree, Computer Science

Operating Systems, Database Management Systems,Artificial Intelligence, Object-oriented Programming and Compiler Theory.

Certificate