Anthony Brown Email & Phone Number

Cambridge, On, Ca

Stratford, Ontario, Canada

Ontario, Canada

Brantford, Ontario, Canada

Continued Duties:€ Providing Tier I and Tier II customer service and technical support to end-users.€ Providing AD/Azure MS365/Exchange Admin portal Support to all end-users adds and changes.€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.€ Providing guidance and explain policies and procedures to end-users. And creating user help documentation for quick use explanation on technical processes and user level technical procedures.€ Communicate and translate technical information to non-technical end users; maintain. Communication and monitor incident through resolution.€ Training customers on new devices and technologies.€ Installing software on new or existing devices, in accordance with standard procedures.€ Training of new hires and IT Co-Workers.€ BES Administrator MDM trainer IT BCHU€ Completing set-up of new equipment and devices across BCHU for in office and remote end-users Win10/Win11 and MacOS users.€ Contributing to documentation of incidents€ Providing proactive identification of network and system treats, and alerting/escalating to Senior management as needed for SLA follow up and quick resolution.€ Providing troubleshooting and support for mobile devices, laptops, desk IP phones and Network printers, and asset management tracking provisioning for end user deployments.€ Configuration and setup of equipment for employee use; performing or ensuring proper installation and upgrade of operating systems, and appropriate software installation. € Supporting conference room technology including projectors, TV’s, AV equipment, and other presenter devices.€ Client follow up and resolving system issues using internal helpdesk ticketing system portal ; by clear and process steps to resolved issues.€ Client fax troubleshooting and follow up, for process steps to resolved issues. Main to Client office troubleshooting and resolution times and support.

Brantford, Ontario, Canada

Current Duties:€ Providing Tier I and Tier II customer service and technical support to end-users€ Providing AD/Cloud MS365/Exchange Admin portal Support to all end-users adds and changes€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary€ Providing guidance and explain policies and procedures to end-users and creating user help documentation for quick use explanation on technical processes and user level technical procedures€ Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution€ Training customers on new devices and technologies€ Installing software on new or existing devices, in accordance with standard procedures€ Completing set-up of new equipment and devices across BCHU for in office and remote end-users Win10/Win11 and MacOS users€ Contributing to documentation of incidents€ Providing proactive identification of network and system treats, and alerting/escalating to Senior management as needed for SLA follow up and quick resolution€ Providing troubleshooting and support for mobile devices, laptops, desk IP phones and Network printers, and asset management tracking provisioning for end user deployments€ Configuration and setup of equipment for employee use; performing or ensuring proper installation and upgrade of operating systems, and appropriate software installation€ Supporting conference room technology including projectors, TV’s, AV for presenter devices€ Client follow up and resolving system issues using internal helpdesk ticketing system portal ; by clear and process steps to resolved issues€ Configured NAS for Dental Team€ Configured Dexis device, with conjunction with Parallels/Tracker/Pro-dent EMR software and utilities€ BES Administrator duties, adding new hires into the system, managed user issues with quick resolution € Resolved over 3,200 cases plus

Ontario, Canada

CBB Multi Site Role Robertson, Mitten, Brock and PlyGem:€ Team Lead organized and ran Team Scrum meetings.€ Provided Tier I and Tier II customer service and technical support to end-users.€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.€ Provide guidance and explain policies and procedures to end-users.€ Communicate and translate technical information to non-technical end users; maintain. communication and monitor incident through resolution.€ Trained customers on new devices and technologies.€ Installed software on new or existing devices, in accordance with standard procedures.€ Completed set-up of new equipment and devices across CBB divisions for in office and remote end-users over VPN and/or direct shipped multi-os deployments Win10 and MacOS users.€ Assisted users in obtaining many accesses to systems via Service desk forms and direct manager sign-off.€ Utilized and maintain knowledge bases, white papers, FAQs, and vendor documentation.€ Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.€ Assisted with preventative maintenance within specified guidelines and procedures.€ Worked with upper management and Cyber Security Officers to review and evaluate new computer hardware and software products eg. Window 7 project CBB wide starting with main site RBS 2021€ Assisted in the tracking of hardware and software inventory, via Service Desk CBB Ticketing System and ADM Manager within AD. € Moved and setup of new CBB offices, tracing and updating IP numbers and data-jack numbers.€ Analyzed and pointed out Cybersecurity Risks with unguarded Public Facing work areas LAN/Wifi.€ Assisted and interacted with hardware and software vendors.€ Participate on committees, projects, and P1 incidents process and procedures.€ Drove IT site visits (Travel – 75 to 100%)

Ontario, Canada

CBB Multi Site Role Robertson, Mitten, Brock and Plygem:€ Team Lead organized and ran Team Scrum meetings.€ Provide Tier I and Tier II customer service and technical support to end-users for hardware and software.€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary€ Provide guidance and explain policies and procedures to end-users.€ Communicate and translate technical information to non-technical end users; maintain. communication and monitor incident through resolution.€ Trained customers on new devices and technologies€ Installed software on new or existing devices, in accordance with standard procedures€ Completed set-up of new equipment and devices across CBB divisions for in office and remote end-users over VPN and/or direct shipped multi-os deployments Win10 and MacOS users.€ Assisted users in obtaining many accesses to systems via Service desk forms and direct manager sign-off.€ Utilized and maintain knowledge bases, white papers, FAQs, and vendor documentation.€ Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.€ Assisted with preventative maintenance within specified guidelines and procedures.€ Worked with upper management and Cyber Security Officers to review and evaluate new computer hardware and software products eg. Window 7 project CBB wide starting with main site RBS 2021€ Assisted in the tracking of hardware and software inventory, via Service Desk CBB Ticketing System and ADM Manager within AD. € Moved and setup of new CBB offices, tracing and updating IP numbers and data-jack numbers.€ Analyzed and pointed out Cybersecurity Risks with unguarded Public Facing work areas LAN/Wifi.€ Assisted and interacted with hardware and software vendors.€ Participate on committees, projects, and P1 incidents process and procedures.€ Drove IT site visits (Travel – 75 to 100%)

Ontario, Canada

CBB Multi Site Role Robertson, Mitten, Brock and Plygem:€ Team Lead organized and ran Team Scrum meetings.€ Provide Tier I and Tier II customer service and technical support to end-users for hardware and software€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary€ Provide guidance and explain policies and procedures to end-users.€ Communicate and translate technical information to non-technical end users; maintain. communication and monitor incident through resolution.€ Trained customers on new devices and technologies€ Installed software on new or existing devices, in accordance with standard procedures€ Completed set-up of new equipment and devices across CBB divisions for in office and remote end-users over VPN and/or direct shipped multi-os deployments Win10 and MacOS users.€ Assisted users in obtaining many accesses to systems via Service desk forms and direct manager sign-off.€ Utilized and maintain knowledge bases, white papers, FAQs, and vendor documentation.€ Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.€ Assisted with preventative maintenance within specified guidelines and procedures.€ Worked with upper management and Cyber Security Officers to review and evaluate new computer hardware and software products eg. Window 7 project CBB wide starting with main site RBS 2021€ Assisted in the tracking of hardware and software inventory, via Service Desk CBB Ticketing System and ADM Manager within AD. € Moved and setup of new CBB offices, tracing and updating IP numbers and data-jack numbers.€ Analyzed and pointed out Cybersecurity Risks with unguarded Public Facing work areas LAN/Wifi.€ Assisted and interacted with hardware and software vendors.€ Participate on committees, projects, and P1 incidents process and procedures.€ Drove IT site visits (Travel – 75 to 100%)

Ontario, Canada

CBB Multi Site Role Robertson, Mitten, Brock and Plygem:€ Team Lead organized and ran Team Scrum meetings€ Provide Tier I and Tier II customer service and technical support to end-users for hardware and software€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary€ Provide guidance and explain policies and procedures to end-users.€ Communicate and translate technical information to non-technical end users; maintain. communication and monitor incident through resolution.€ Trained customers on new devices and technologies€ Installed software on new or existing devices, in accordance with standard procedures€ Completed set-up of new equipment and devices across CBB divisions for in office and remote end-users over VPN and/or direct shipped multi-os deployments Win10 and MacOS users.€ Assisted users in obtaining many accesses to systems via Service desk forms and direct manager sign-off.€ Utilized and maintain knowledge bases, white papers, FAQs, and vendor documentation.€ Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.€ Assisted with preventative maintenance within specified guidelines and procedures.€ Worked with upper management and Cyber Security Officers to review and evaluate new computer hardware and software products eg. Window 7 project CBB wide starting with main site RBS 2021€ Assisted in the tracking of hardware and software inventory, via Service Desk CBB Ticketing System and ADM Manager within AD. € Moved and setup of new CBB offices, tracing and updating IP numbers and data-jack numbers.€ Analyzed and pointed out Cybersecurity Risks with unguarded Public Facing work areas LAN/Wifi.€ Assisted and interacted with hardware and software vendors.€ Participate on committees, projects, and P1 incidents process and procedures.€ Drove IT site visits (Travel – 75 to 100%)

Ancaster, Ontario, Canada

Robertson:€ Team Lead - IT Administrator Manager 1yr •Agenda Items meeting and notes€ Team Lead organized and ran Team Scrum meetings€ Provide Tier I and Tier II customer service and technical support to end-users for hardware and software€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary€ Provide guidance and explain policies and procedures to end-users.€ Communicate and translate technical information to non-technical end users; maintain. communication and monitor incident through resolution.€ Trained customers on new devices and technologies€ Installed software on new or existing devices, in accordance with standard procedures€ Completed set-up of new equipment and devices across CBB divisions for in office and remote end-users over VPN and/or direct shipped multi-os deployments Win10 and MacOS users.€ Assisted users in obtaining many accesses to systems via Service desk forms and direct manager sign-off.€ Utilized and maintain knowledge bases, white papers, FAQs, and vendor documentation.€ Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.€ Assisted with preventative maintenance within specified guidelines and procedures.€ Worked with upper management and Cyber Security Officers to review and evaluate new computer hardware and software products eg. Window 7 project CBB wide starting with main site RBS 2021€ Assisted in the tracking of hardware and software inventory, via Service Desk CBB Ticketing System and ADM Manager within AD. € Moved and setup of new CBB offices, tracing and updating IP numbers and data-jack numbers.€ Assisted and interacted with hardware and software vendors.€ Participate on committees, projects, and P1 incidents process and procedures.€ Drove IT site visits (Travel – 25%)

Hamilton, Ontario, Canada

Metl-span now Nucor2022€ Team Lead - IT Administrator Manager 1yr •Agenda Items meeting and notes€ Provide Tier I and Tier II customer service and technical support to end-users for hardware and software€ Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary€ Provide guidance and explain policies and procedures to end-users.€ Communicate and translate technical information to non-technical end users; maintain. communication and monitor incident through resolution.€ Trained customers on new devices and technologies€ Installed software on new or existing devices, in accordance with standard procedures€ Completed set-up of new equipment and devices across CBB divisions for in office and remote end-users over VPN and/or direct shipped multi-os deployments Win10 and MacOS users.€ Assisted users in obtaining many accesses to systems via Service desk forms and direct manager sign-off.€ Utilized and maintain knowledge bases, white papers, FAQs, and vendor documentation.€ Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.€ Assisted with preventative maintenance within specified guidelines and procedures.€ Project Lead consisted of Site Computer Equipment, Site Cameras, Site Wi-Fi Survey, and Site wiring to main server room.

Waterloo, Ontario, Canada

+ Worked with Clients all over the world UK, India, US and Canada Troubleshooting everything Linux. + Web filtering software used to protect web browsing for end user's children and adults alike.+ User workstation and server prep, new client installs, and pre-existing installs upgrades and backup.+ User workstation Google Classroom and Windows based devices.+ User Mobile devices Android, Tablet and IOS Filtration of web content.+ Salesforce experience customer data entry and configuration changes Documentation system.

♦ Build VMWare Servers and Citrix Servers to replicate client products to test additional technology solutions to optimize efficiencies and operation within software’s based on needs.

Woodstock, On

• Ensured through the delivery of an awesome customer experience, resolve escalated technical issues accurately and efficiently through the inbound, callback, e-mail to meet Key Performance Indicators (KPIs) and department targets• Perform customer callbacks, and tasks and ticket creation focusing on resolution time adherence, database management, and escalations using Aurora; coordinate with other departments to ensure ticket repairs or escalations are handled within agreed upon service levels• Ensured Complete daily updates of open tickets; review repeat tickets/escalations for root causes and present findings to Supervisor and make recommendations for improvements where appropriate•Identified sales opportunities and referred opportunities to Growth Sales Representatives• Performed outbound calling including customer call backs, installationconfirmations, overdue accounts, and expired credit card call resolutions• Documented information in a timely and accurate manner using our in house Customer Relationship Management (CRM)

Cambridge, Ontario, Canada

Managed Network Support Solutions:Multiple Companies Network Infrastructures Management:• Helpdesk Manager Autotask/Quickbooks • SEP• Datto• Servers 2008R2, 2012R2, and 2016R2 install and administrate day today functions like adding new users, disabling users. • Checking and maintaining event logs.• Setting up AD/Printers and Email accounts for end users everything IT break fix.• Remote support for day today user computer issues.• Onsite support for major issues with client. systems or new hardware or network installs• Cat 5e Cable termination and network patching with clean cable management solutions.• QNAP setup • Sales and Quotes

Kitchener

Network Administrator and Technical Support Student

Hamilton, On

• Ensured all tickets where closed within 5 business days quick and effectively.• Engineer, deploy and manage a Backup system and Redundancy systems using both old and new solutions eg: Backup Exec and Barracuda solutions.• Addressed all day to day technical requirements for 3 site allocated, plus main site.• Visit each site allocated one day per week each week and schedule accordingly if a holiday.• Was in the process of developing and managing networking mapping documents (network diagram) per site through detailed photo documentation and notes.• Provided day to day assistance to users in troubleshooting microcomputer applications and hardware.• Assisted in maintaining and upgrading hardware and software to reflect advances in technology and changing within site organizational as planned prior to sites received.• Performed daily, weekly and monthly backups at main site as part of a Team of tech's.• Network management and administration duties in a Microsoft bare metal Server and VMware Host Server Environment HP/Dell/Lenovo.• LAN management in a quickly-evolving network topology per site• Deployed and managed switches and routers.• Managed and configure VMware servers, updated and Ms Security patches.

Cambridge, Ontario

• Novell • Microsoft • IOS• System Administration -Users and Groups/Exchange 2010R2/ MsO365• System Support -Network/Hyper-V Servers/Thin Net Client (Ncomputing and Wyse)/Mobile Devices (iPhone/Android/iPad/Dell XPS 12 Tablets)/PC and Laptop/Network Printers and Switches.• User Documentation - SOPs/WIs/Connect-wise Content Management up keep.• User Training - introduction to new technology's and best practise application to get the job done.• Team Lead :Trained and Supervisor of new hires.

Ancaster, On

• Management of Tax Firm Migrations schedule of Doc-It Suite v3.6 to v4 customers.• Planning and troubleshooting user file system data, prior to client firm data migration. • Data collection, scheduling and testing Doc-It tools used for simulation of client environment. • Documentation of all test steps taken during all 50+ migration tests and client migrations.• Migration of Tax Firm data sets, using Doc-It migration tool, with a 4 to 6 hour conversion window. • Training Administrators with care of the new system configuration and maintenance of adding new users/groups/and clients to the system. Also including Functional Security, Policy Manager, PDF Editor, and Doc-It Inbox.• Basic training of Doc-It version 4 instruction was given in regards to navigating throughout the system using Doc-It Archive Explorer or Doc-It Binder Explorer.

Cambridge, Ontario, Canada

IT Career searching

JIRA -Atlassian -Helpdesk Software Documentation (Project issue tracking, management, service requests)Ellucian -Helpdesk Software Documentation==========================================================================================BDMS AdministratorHumber College May 2014-Jan 2015Built Environments: Windows Server 2008R2 - WIndows Server 2003R2 -Windows Server 2000EMC ApplicationXtender | EMC ApplicationXtender Connector | DiskXtender | ApplicationXtender Web Services |ApplicationXtender Reports Management |ApplicationXtender Desktop | ApplicationXtender License Server| ApplicationXtender Administrator | ApplicationXtender Rendering Server• EMC Documentum Management using Banner Documentation Management Services System (ERS).• Development, installation, configuration, maintenance, capacity planning and security of the BDMS product suite. • Managed User/Groups/System Permissions and maintained the BDMS system which improved day to day work flow for Humber Finance and Admission staff members.• XML scripting editing of User/Groups/System Permissions for Humber Finance and Admission staff members.• Maintained XML backups for the BDMS system on every system version upgrade.

Guelph

Network AdministrationNetwork/Systems –IT SupportGuelph University Student Health Service 2012-December 2013• Troubleshot both network software and hardware that improved end users productivity• Installed Software Applications, Hardware Components and Software Drivers that prevented the malfunctioning of devices and decreased network downtime.• Maintained customer service for SHS/HPC employees and nursing colleges by scheduling user PCs, laptops, Handled and maintaining configuration and setup.• Document and Asset management system development which helped with Windows 7 deployment.• Managed User/Groups/System Permissions and maintained CIS system Database software on a user friendly medical SQL system which improved day to day work flow for staff.

Cambridge,On

Stratford, On

Huron Perth Healthcare Alliance -HPHA• Troubleshot both network software and hardware that improved end users productivity• Installed Software Applications, Hardware Components and Software Drivers that prevented the malfunctioning of devices and decreased network downtime• Set up and maintained the Ontario Telemedicine Network (OTN) consisting of 12 cameras throughout the alliance to save time and money for both HPHA Staff/Doctors and Rural patient travel to other out of region hospitals in Toronto, Sarnia etc.• Maintained customer service for HPHA employees and nursing colleges by scheduling user laptops, and LCD packs and maintaining configuration and setup• Assisted with Ontario’s Wait Time Strategy by setting up and maintaining e-Health Networks for over 18 sites for doctors in Stratford which increased delivery speed of service, and enhanced reputation with HPHA and Doctors office relations• Reduced down time for customers by providing support to helpdesks across four hospitals in the HPHA Alliance• Trained IT co-op students and employees in contract positions for four HPHA sites to effectively transfer knowledge between IT staff and other work teams• Facilitated department moves by transferring employees' computers, VOIP phones, network prints and connected network patches to meet deadline set by department• Saved money on IT Department purchases by sourcing IT related vendors, obtaining quotes and collaborating with vendors through RMA returns• Managed electronic waste and disposal to improve HPHA alliance and reduce overall environmental effect on community and province• Supported hospital employee users for an 24/7 on-call rotation on weekday evenings and weekends which reduced down time and improved patient care

Cambridge, Ontario, Canada

• Troubleshot both network software and hardware glitches to improve service and increase efficiency• Installed Software Applications, Hardware Components and Software Drivers to prevent the malfunctioning of devices and decrease network downtime• Tested computers, printers and fax machines for Y2K compatibility issues which prevented future malfunctioning and protected patient care.• Ensure that system data was backed up daily to protect important files and increase efficiency

• Troubleshot both network software and hardware glitches to improve service and increase efficiency• Installed Software Applications, Hardware Components and Software Drivers to prevent the malfunctioning of devices and decrease network downtime•Improved my Active Listening Skills.•Improved both Verbal and Written Communication.•Knowledge on different Network Topologies.

Acquired Oct 2018, Network Administration And Technical Support

Activities and Societies: Peer Helper and Trainer offering assistance and troubleshooting knowledge when needed. Hours approximately.

Xml Level 3 And Some Java

Acquired Dec 2012, Network Administration System Engineering, Information Technology

Activities and Societies: Applied Techniques and Procedures to solve technical user problems related to PC/MDM and Networking..

Carswell Partners, Job-Seeking/Changing Skills

Job Search, Resume and cover letter writing

---, Recreational Leadership (One Year) & Lan Administration And Hardware (Two Years)

Activities and Societies: COMMUNITY VOLUNTEER EXPERIENCE Board Member (Board Secretary 2yrs), Lang's Farm Village Association, Cambridge.

Education record

Activities and Societies: **Activities and Societies: Apply techniques and procedures to solve problems related to Linux Devices, Cloud.

Career Transition

Activities and Societies: Coursera courses online ✦ Learning service design and innovation, during coaching curriculum, webinars.