Albert Lee Email & Phone Number

Kitchener, On, Ca

Waterloo, Ontario, Canada

I am responsible for overseeing the internal operations and support for ThinkLP, which includes:- Managing the employee lifecycle with a focus on onboarding and offboarding- Vendor management - Procurement of hardware and software- Planning and implementing new changes and processes- Leading the migration from MS Teams to Slack - Rolling out 1Password and providing internal training- Providing end-user supportFurthermore, I collaborated with the People & Culture team to plan and execute an office move from Waterloo to Kitchener. Additionally, I played a key role in transitioning the company to a hybrid/remote working environment and culture.

Waterloo, Ontario, Canada

Led the IT Support team in project and sprint planning, resulting in the continued successful completion of quarterly OKR goals and objectives Led daily stand-ups and biweekly sprint planning sessionsServed as the Project Manager when the IT department migrated the internal service desk from Zendesk to Jira Service Management for internal IT supportDeveloped overall project management strategy to work with cross-functional leads and project teams to execute the build and migration of other departments (HR, Office, Legal) to the Jira Service Management tools for their service desk needsResponsible for administering and configuring integrations for Enterprise applications such as Jira, Google Workspace, Zoom, Zoom Phone, and SlackCross-functional partner to the Workplace Management team to ensure that office operations and events are executed without technical disruption

Kitchener, Ontario, Canada

Project Lead for trialling, evaluating, and recommending viable MDM platforms with a focus on security, administrative capabilities and end-user experienceOversaw the successful migration of 800 existing endpoints across North America and Europe from Rippling Device Management to JamfTechnical point of contact between Faire and Jamf to ensure questions and issues are resolved timely with minimal disruptionCreated comprehensive documentation and best practices on deploying policies, configuration profiles, applications, software updates and other critical procedures for Jamf for internal stakeholdersCreated high-quality process documentation for end users of the organizationOwned and maintained critical third-party systems and tools such as Google Workspace, Slack, Zoom, 1Password, Jira, Notion and Microsoft OfficeProvided technical support to all employees through Zendesk, Jira, Slack and in-person with an average rating of 5 stars across 4000+ ticketsConsistency provided excellent customer service while satisfying internal SLA goals (15 minute time to first response and 4 hour time to resolution)

Kitchener, Ontario, Canada

Helping one of a Canada’s fastest growing companies by providing first class support in person and easing the transition to a remote work environment. Facilitating the company’s exponentially growing employee base by handling all aspects of the new employee journey: from computer setup, ensuring they have all software resources setup and leading first day onboarding sessions. Implemented the setup and rollout of Workspace One as the company’s mobile device management solution for company owned devices, focusing on the Mac and iOS side of management.Helped rollout the company’s BYOD (bring your own device) program so employees can access work related resources securely from their own mobile device. Administrating and supporting systems and tools such as: Google Workspace (G-Suite), Slack, Zoom, 1Password, Jira,Confluence, and Microsoft Office.Writing and maintaining clear and concise documentation for the whole company which can include: troubleshooting, how-to’s, and policy related subjects.

Kitchener, Ontario, Canada

-End user support with a focus on customer service; helping with Windows & Mac platforms, mobile devices (iOS & Android), Microsoft Office 365, Zoom, Jira, Slack, VPN-Helped implement Jamf as a MDM solution for users on Apple computers within D2L-Supported off-site events such as EduCause in Chicago and D2L SKO in Niagara Falls-Facilitated the onboarding of new hires; including setup of new Windows and Apple laptops, desks and peripherals-Wrote new and maintained existing documentation in Confluence that is used within the IT team and across D2L

Burlington, Ontario, Canada

- Provide end user support in a predominantly Mac environment to over 250 employees across Burlington, Toronto and India- Implemented Jamf as an MDM solution company wide- Procure equipment and devices for new and current employees- Facilitate the setup and deployment of new computers and desk setups for new employees- Setup and maintain A/V equipment for meeting rooms for communication between all offices and remote employees- Administrating tools used company-wide, such as G-Suite, Jamf, Slack, and Zoom

Waterloo, Ontario

Troubleshoot hardware and software issues with Apple devices while building rapport to help maintain a good relationship with the customer; provide easy to understand solutions that connected the customerMentor peers through the use of constructive feedback to help them achieve metric-based and personal goalsKeep up-to-date with new and emerging issues and technical procedures; sharing new information among peers through planning and facilitating group meetingsApple Certified Mac Technician (ACMT) & Apple Certified iOS Technician (ACiT)

Waterloo, Ontario

First point of contact for customer repairs; connected with customers daily to maintain an open and transparent relationship between technician and customerDeveloped and implemented new organization system for all service parts and tools to ensure efficiency and accuracy for repair techniciansCollaborated with inventory team to investigate and solve variances with service parts and repairs

Waterloo, Ontario

Diagnosed and resolved hardware and software issues for all iOS devices using systematic troubleshooting and problem solving skills

Engaged with customers to help them find a suitable solution to their requirements and needsTroubleshoot basic problems with Mac OS X and iOS products

Guelph

Provided desktop support for multiple Linamar facilities in GuelphFormatted systems and reloaded operating systemsTroubleshot PC and mobile device issuesParticipated in projects assigned by IT managementEnsured licence compliance at designated facilitiesUpdated inventory listsPurchased and setup new desktop equipment as needed at designated facilities