• Coordinates the deployment of new equipment; provisioning and deploying Windows & ChromeOS laptops and desktops• Provides in-person, verbal, and written technical support in an enterprise call center environment, supporting staff & technology, including troubleshooting complex issues affecting specialized school software• Revises technical documentation to improve readability and efficiency on both complex and fragile procedures• Crafted and implemented a software-based solution to optimize, simplify, and reduce costs of IT Help Desk employee training

• Collaborated with the IT Operations and Project Managers to orchestrate system upgrades and migrations, successfully transitioning core services and tools to new platforms inside virtualized environments with zero downtime• Installed, configured, and supported a new enterprise backup solution and developed and documented all backup, restoration, and management processes. Involved in disaster recovery planning and testing to minimize potential data loss to over 30 mission-critical systems• Led the Public Access Computers replacement project, deploying a customized Windows 11 system image to over 200 public-use computers utilizing the KACE SDA and SMA, and extensive automation through PowerShell, Batch, and VB scripting• Planned, migrated, configured, and tested new storage, backup, anti-virus, financial, and imaging solutions, supporting high-level operations• Strong understanding of change and incident management

• Replaced over 400 end-of-life Windows 7 computers with new Intune-managed laptops on a tight deadline• Assisted in the optimization and improvement of SCCM deployments and Intune provisioning steps• Coordinated evergreening efforts by monitoring inventory systems and generating reports to schedule technicians to replace outdated technology• Provided technical mentoring and training to IT Service Desk team and three Student Endpoint Technologists• Attended emergency support calls for various technology problems, including in-session classroom and lab problems

• Quickly identified and reacted to network and application outages to provide effective workarounds, build communication plans, and report to responsible teams in a timely manner• Expertise in multitasking, prioritization, and handling high-pressure situations• Collaborated with colleagues in an enterprise call center environment to ensure smooth operations of all technology and software in a mid-sized post-secondary institution• Delivered remote and on-site technical support to both employees and students

• Delivered in-house technical support to colleagues, including the initiation of IT ticket creation as needed• Provided support and service to students regarding their in-person and online/digital purchases• Assisted departments (notably ESL) in helping students access online classes, which required translating complex information for students with language barriers• Helped manage Managed Print service requests (relocating printers around campus, PaperCut MF system)• Worked closely with colleagues to find the most cost-effective/favorable solution for students, faculty, and outside customers• Configured and implemented a web-based LiveChat system for the Campus Store• Involved in budget planning and worked with Finance/Procurement office for LiveChat system

• Liaised with various department managers to assess their situation and determine the most effective solutions• Set up new computer equipment in various buildings around campus, focusing on the requests and needs of the clients• Assisted in the replacement of all Core2 Duo computers in favor of new Dell laptops, docking stations, and desktops across campus

• Provided appropriate solutions catered to customers’ needs for new and unknown issues based on research• Analyzed and optimized all aspects of Windows and Mac desktop and laptop computers• Provided time-sensitive and cost-effective solutions to businesses and individuals who cannot afford any down-time• Provided analysis and proactive solutions for anti-malware needs of clients

• Remotely serviced and troubleshot servers, networks, and workstations for various businesses and individuals• Configured, installed, and troubleshot enterprise cloud backup software and enterprise antivirus software• Created and maintained highly detailed technical documentation, instructions, and procedure checklists• Repaired and diagnosed hundreds of Windows desktops and laptops with some experience repairing and supporting Macs• Utilized the ConnectWise Manage ticketing system and ConnectWise Automate remote support/management software to track requests and notes, and provide efficient remote support services

• Interacted with end-users to resolve various technical issues (desktop, cell phone, tablet, email, server applications)• Helped implement network infrastructure upgrades• Resolution of technical issues, including GM-specific software used to interface with GM vehicles• Optimized the enterprise wired and wireless network, fixing many persistent speed and reliability issues

• Repaired personal and company laptops and desktops (hardware replacement, virus removal, installing operating systems, and provided support for a wide range of business/enterprise software, including SAGE and AutoCAD)• Provided on-site and remote service for various companies and organizations, including VIU, Nanaimo Airport, and several medical offices located around Nanaimo and surrounding areas• Provided technical support via phone, email, and in-person appointments• Assisted in the replacement of the Nanaimo Airport Wi-Fi Access Points and cable-managed network cabinets