Al Machado Email and Phone Number

CompuCom -Technical Team Lead – BMOFeb 2015 – April 2017• Coached and trained seasonal and full-time support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.• Directly responsible for the technical and resourcing aspects of the project lifecycle. Working with a matrix of businesses from corporate to IT partners to oversee all phases of the project, Ensuring project issues and risks are identified, quantified, thus ensuring project issues and risks are identified and quantified• Responsible for building and sustaining the day-to-day relationships and communications with business partners at various levels of the organization. • Handled escalated issues by utilizing problem solving and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner• Effective Leadership and team building skills where oral and written Communication Skills are a must

As a member of Business Technology Services team and VP service manager I supported the Chair’s Office where I looked after the technical requirements and issues of multiple office locations throughout Ontario.Worked with vendors on device deployments and coordinated rollouts such as the mobility project and ongoing refreshes.Leveraged extensive experience in multiple operating environments including mainframe connectivity and security, Windows NT/2000 workstation and server and Unix.Provided special assistance to key departments including Finance, Operations, Investment Banking and Executive Support.Supported remote access using Dialup/VPN and RSA token technology.Met SLA agreements and resolved deployment challenges facilitating service delivery and completion of tasks.

Administered user accounts and policy.Team leader in the implementation of Help Desk project.Team member in the implementation Y2K Disaster Recovery Plan for UDV.Created and installed standard images for all desktops and laptops throughout UDV.Coordinated Laptop rollout for Canadian regional offices.Managed ArcServer tape backup systems and off site storage for all sites.Lotus Notes administrator and support for all Canadian users.Restructured network architecture around new Compaq servers, with a reduction from 18 to 8 servers resulting in a cost effective and increase in proficiency to affected departments.Migration of users data from old environment into new infrastructure.Upgraded the Lotus Notes server SCSI drive array to accommodate greater capacity to accommodate user base.Implemented DHCP and WINS servers to better manage an expanding client base.Team member of the SunLife Standard Desktop Implementation Team, responsible for the deployment of computer systems for 2200 users.Organized staging area functions from backup of data to imaging of computer equipment in a static TCP\IP environment.Refreshed new systems with standard applications and required drivers, tested for motherboard problems and hardware defects.

Managed four departments: Tour of the Universe, Technical Services, QZAR (Laser Tag), and Telephony.Acted as technical support for all hardware, firmware and software where strong communication and inter-personal skills were essential.Setup of NT Servers and NT Workstations in a 250-user work place.Upgraded computer hardware, software and applications.Data migration from windows 3.1 and win95 to NT environment.Installed multimedia equipment for all special functions where multiple video and audio sources were a requirement.Modified and maintained special effects control systems that where both discrete and digital in design for the attractions at the CN Tower.Repaired and maintain Showscan 35mm theatre projectors where sound electronic and mechanical service skills were essential.Compiled standardized shop procedures, resulting in a more efficient operation and reduced costs