Bernie Provencal Email & Phone Number

Walpole, Massachusetts, Us

• Monitor ticketing system and ensure tickets are addressed in a timely fashion• Communicate with clients to resolve technical issues and close tickets• Collaborate with client and Datasmith stakeholders• Responsible for user account management in Active Directory, Exchange, spam filter, and other platforms including creation, removal, changes, password resets, and bulk operations• Utilize very strong knowledge of Windows server and desktop troubleshooting to assist clients with connectivity, printing, customization, user profile and applications• Strong understanding of Microsoft Servers and related technologies such as Active Directory, Group Policy, DHCP, DNS, NTP, DFS, etc.• Provide strong Microsoft Office and Mobile Device troubleshooting to resolve client issues• Troubleshoot backup solutions, mail-flow, and Office 365• Perform Wi-Fi connectivity troubleshooting• Update and maintain documentation• Effectively participate in on-call rotation resolving after-hours technical issues• Responsible for accurate, consistent, and effective time keeping• Assist with onboarding of new clients including discovery, documentation, and deployment of services

Us

As Business Relationship Manager I am the main point of contact for non-technical assistance to my clients. It is my role to understand how their business works, what issues are causing stress and when technologies in place have reached their end of life and need to be replaced. I assist with changes to contracts and billing as services expand, server counts change or new users are added to an organization. It is my role to ensure that my clients are fully aware of all the products and services we offer and help them grown their business by taking advantage of whatever services they can benefit from. I am also the liason between my client and my company, ensuring that the clients voice is heard and their needs are met in a timely and satisfactorily manner.

Toronto, On, Ca

Working help desk for a managed services provider answering technical support calls from a variety of clients in legal, medical, software, financial, educational and other industries. Providing support for Hardware, software, operating systems and day to day IT support. Supporting issues with installation of new hardware, troubleshooting issues with existing hardware such as computers, printers, scanners and fax machines. Providing support with the acquisition, installation, maintenance and upgrading of new and existing software. Voice over IP and Soft-phones. Office 365 Implementation and Administration. Assistance with file recovery and catastrophic hardware failure and recovery. Support provided both via telephone and on-site visits as needed.

Santa Clara, California, Us

* Migrated complex Solar Winds / Orion Monitoring system from Physical Hardware to Virtual Machines* Application owner for Solar Winds / Orion Monitoring systems.* Applied patches and upgraded software on physical and virtual machines as needed.* Application owner for TripWire Enterprise Security implementation.* Reviewed and Promoted daily system changes for servers, switches and load balancers as detected in TripWire as part of our overall PCI compliance requirements.* Maintained Zone records for primary sites as well as 100+ alternate domain names.* Renewed existing domains and purchased new ones as needed.* Oversaw integration of existing data centers following acquisition of our company. * Managed software development project between 3rd party client and external developers netting $18k in profit.* Migrated in house QA and Engineering environments to new east/west coast data centers* Performed site inspections for office relocation in 2013* Coordinated with technology vendors and facilities to determine technology requirements for new office build out.

* Worked closely with key partners during acquisition of company by eHealth in 2010. * Purchased, configured, shipped and installed primary west coast data center. * Responsible for day to day operations of 2 disparate data centers.* Oversaw monitoring of data center hardware & servers.* Resolved issues relating to web and application server performance. * Ordered, configured, maintained hardware for primary and backup data centers.* Maintained Support contracts for all critical production devices* Provided user support to Engineers, Executives and small in house call center.