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• Exchange Administrator • 0365 Administrator • Active Directory Administrator• DNS Administrator (Oracle + Dyn) • G Suite Administrator • SharePoint 2010/2016 Administrator • VOIP Administrator • WebEx Administrator for internal and external users

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• Helped with hardware 4yr refresh cycle of desktops/laptops and ensured no data loss when transferring to new device • Performed Network Administration using Active Directory in compliance with security requirements• Administered Image deployment using Altiris Server • Assisted in roll-out of new VOIP telephone system, deployed to all users within 3 months • Initiated, created and implemented IT request forms for employee hires/terminations and any account change requests, ensuring smoother transitions and no loss of productivity

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• Set up hardware (blackberry, laptop/PC, cellphones/pagers and voicemail and extensions) and software for new employees and trained them in their usage to increase productivity• Installed and configured workstations and installed various software applications on Windows workstations such as MS Office, Dial-Up Networking (VPN)• Reset passwords, unlocked user accounts and managed access rights using Active Directory in accordance with company security policy

Project Implementation & Control – December 2008

Network Security Administration Certificate – November 2007