· Implement, maintain, and manage all computer installed OS and software· Orchestrate procedures for software installations and configurations· Assisting all Uniform and Civilian personnel with computer software-related inquiries and issues· Level 2 support for all YRP districts, offices and fleet. · Compile guidelines and documentation for all necessary projects. · Create and prepare operating system images that comply with the organization’s security policies and requirements. · Assist in organization-wide systems packaging, patching, and upgrades.

Providing Technical Support for mobile, desktop and portable computing devices via telephone support, walk-in and remote connections. In-person support, direct to member and on-site visits to YRP locations. Monitor and respond to hardware and software requests in ITSM Service Desk queues and email account. Logging and prioritizing of support calls in incident management tool and escalate where required.· Support, respond, resolve and escalate using ITSM ServiceDesk Plus· Support of MDM enrolled mobile phones, including our hMDT fleet· Support of YRP applications CAD, RMS and Microsoft Office· Support to Richmond Hill Fire, Vaughan Fire stations and users· Prioritize and assignment of support calls to the proper teams· Escalate to other IT teams as defined, documenting all troubleshooting steps performed as well as details discovered· Track and perform follow-ups on any escalations· Ensure resolution and satisfaction with the customer· Installation and maintenance of new and approved YRP applications with PDQ· Installation and support of Xerox enterprise printing solution and ShareScan· Imaging of workstations to latest Windows Operating Systems· Deployment of new and replacement hardware across YRP locations· Maintain assets, assignment of technology and inventory in ITAM· On-site visitation schedule to YRP Districts and remote offices· Support of network connections, both wired and wireless, as well as VPN access· Support of YRP eToken and OPP PKI solution· Performed Acting Service Desk Supervisor role, during vacancy, June-July 2024· Involved in NG911 rollout, COMM Centre hardware installation and upgrades· Assisted in the rollout of Windows 10 21H2 to 2 District and 4 District· Site Visitation schedule for the two largest locations, 2 District and 4 District· Replacement of Multi-function device Fleet - Canon to Xerox· Received service excellence award for “Teamwork”

Lead of small but powerful group responsible for the Board’s solution development, deployment and ongoing support. Point person for all 3rd level support escalations. Further triage helpdesk incidents assigned to team and assign to subject matter expert where required. Responsible for the acquisition and integration of hardware and software on Board technology, servers, desktops, laptops and Chromebooks. Tasked with Administrative, Teacher and Classroom image build and Windows Server infrastructure to support these deliverables. Lead of Board’s Google Apps for Education deployment. Co-ordinate work of System Analysts on team and between IT Teams. Lead a team of 5 Staff· 3rd Level Support Escalation using Ivanti Service Manager, Heat ServiceDesk· Triage Helpdesk Support tickets and assign to subject matter expert within team where required· Solutions Development and Deployment· Creation and Support of Centralized Windows Infrastructure· Manage Active Directory and Group Policy· Responsible for Local Windows Support Servers in 150+ Schools· Windows 10 Image Development, Deployment and Updates· Microsoft Office 2016 and Office 365 deployment in domain· Google Apps for Education Lead· Responsible for Dell Hardware selection· Desktops, Laptops and Chromebooks and CMDB maintenance· Software selection, packaging, develop deployment method, rollout· Troubleshoot incidents involving hardware, software and network issues· Automation using scripting and batch files Face to Face, Online and remote support, Telephone Support· Organization wide deployment of Windows 10, replacement of Windows 7· Board wide Google Apps for Education/Enterprise Implementation· 15+ years of Hardware and Software Solution Integration· Supporting 150,000+ Staff and Students· Transitioned user base to online and hybrid models during COVID-19

Lead group of Network Analysts tasked with School Support to 120+ Elementary and Secondary Schools across York Region. Ushered in a complete overhaul of school network infrastructure from Novell Netware to Windows Server. Instituted first Heat ServiceDesk system at the Board. Lead a team of 7 Staff· Creation and Support of Microsoft/Novell Server Images· Creation and Update of Microsoft Windows Workstation Images· Active Directory Management Group Policy Implementation and ongoing management· Software Installation, Upgrades and Support· Supporting schools with on-site visits, Remote and Telephone Support· Install, Diagnose, Repair and Support Hardware and Peripherals· Complete overhaul from Novell Netware 4.x to Windows Server 2000· Active Directory Implementation to replace Netware Directory Services· Centralized Domain Controllers, DNS and DHCP Server Farm· 120+ School Server Rollout, local Domain Controller for DNS/DHCP/File and Print· First Standardized workstation image builds for Administrative and Classroom

York Region District School Board’s Webmaster· Responsible for the Board’s Web Page Design, Content Creation and Maintenance Web Page Hosting and Support for Schools Installation of TCP/IP, DHCP and DNS on Novell 3.x and 4.x Servers Installation and Support for Dial-up Connections· Internet Software and Application Installation and Support· Achievements:· Created first web presence for York Region District School Board· Supported Bell Deployment of ISDN Internet links to Secondary Schools· Deployed 2 computer Internet Solution for Elementary Schools

· Novell Netware 4.x Installation and Configuration· Windows 98 and 95 Workstation Support· Network Cabling and Configuration· Hardware and Software Support· Customer Sales and Service· PC Troubleshooting and Repair· PC Assembly and Delivery