Andrew Prasaud Email & Phone Number

• Responsible for providing helpdesk technical support, levels 1-3 internally and over 130 Chapters globally, and growing every day (working from home)
• Maintain user accounts, manage network resources, email services and operating functions
• Track all asset management of IT hardware and working with 3rd party vendors to make sure all equipment is accounted for
• Work with 3rd party vendors for asset procurement and deployment to users globally
• Train users on new IT software and hardware globally while being virtual
• Configure and deploy IT assets globally

Toronto, Canada Area

• Responsible for providing helpdesk technical support, levels 1-3 for up to 700 users across Canada as well as global sites as needed. Also provided coaching and leadership for junior team members.
• Performed Windows 7 migration for 175 users completing the project 5 months ahead of schedule
• Resolved day-to-day computer support issues and networking problems while consistently receiving top ratings from customer service feedback surveys under; Courtesy, Knowledge, Resolution Time and Quality
• Established a Helpdesk Ticketing and Inventory tracking system through SharePoint 2007 that improved tracking of requests and facilitated easier work allocation which resulted in improved customer service
• Managed and maintained SharePoint Portal by implementing updates and changes to templates to ensure accuracy of data at all times
• Tracked asset management of all IT hardware, and ensured all data was wiped in accordance with company IT security policy during hardware disposal

Toronto, Canada Area

• Responsible for providing helpdesk technical support, levels 1-2 for up to 250 users across Canada and 2 local sites, as well as managed day to day operations of IT Department for 6 months after departure of the Manager
• Led the daily operations of the IT team for a period of 6 months, successfully balancing the additional responsibilities with core job duties
• Performed all duties in compliance with IT SOX (Sarbanes-Oxley) policies
• Coordinated Asset Management and Procurement through purchase orders, as well as recommendations for Hardware and Software
• Ensured effective inventory management of all IT equipment and prompt shipping of hardware to end-users across Canada to minimize downtime
• Communicated with vendors regarding hardware and software purchases and warranties, building strong relationships to ensure prompt service

Project Implementation & Control – December 2008

Network Security Administration Certificate – November 2007