Ross Brennan Email & Phone Number

Arnprior, Ontario, Canada

As the primary point of contact for end users, I provide comprehensive IT support and maintenance within Pillar5 Pharma's dynamic IT environment. My role involves leveraging technical expertise to enhance user experience and ensure operational efficiency.• Deliver technical support for a wide range of desktop applications by efficiently responding to helpdesk calls and emails, analyzing issues, and implementing effective resolutions for hardware and software problems.• Execute installation and configuration of operating systems and PCs in alignment with company policies and industry standards, ensuring seamless integration into the IT infrastructure.• Provide daily operational and systems support to personnel, facilitating smooth business operations and minimizing downtime.• Conduct troubleshooting of hardware and software issues both on-site and remotely, employing a proactive approach to problem-solving that enhances user satisfaction.• Administer user accounts within Active Directory, managing permissions and access controls to ensure security and compliance with company protocols.• Manage the M365 Admin Center, Intune, Entra ID, and Defender.• Oversee user account administration for SOLABS, ensuring accurate and timely access for all personnel.• Handle user administration for Lab Systems and manage SAP transports and user accounts, contributing to effective laboratory and enterprise resource planning processes.• Provide administration support for various applications, enhancing productivity across departments.• Collaborate with and support the Senior IT Administrator as needed, contributing to larger IT projects and initiatives while enhancing team efficiency.

Ottawa, Ontario, Canada

Prioritized and resolved initial support requests received via the BMC Remedy ITSM interface. Promptly reached out to end users through various communication channels such as phone, email, or MS Teams. If required, escalated the issue to the appropriate support teams for further assistance.

Ottawa, Downtown Core / Airport

Point of contact for end users to receive support and maintenance within Transport Canada's computing environment. Ensured that services were highly available, up-to-date and optimized for performance.• Investigated and determined client problems and documented actions taken to address them. Escalated to appropriate support groups if required• Installed, configured, tested, maintained and troubleshot end-user hardware (desktops, laptops, tablets, smartphones etc.) and software in order to meet service level agreements• Interacted directly with high profile clients, maximizing customer satisfaction• Prioritized client versus administrative responsibilities in fast-paced technical support environments• Logged incidents via ticket management systems in accordance with service management processes• Administered user accounts and permissions• Provided IT asset recommendations and developed hardware life cycle management plans• Updated and maintained hardware inventory• Removed malware, viruses and other threats• Performed printer and multifunction device maintenance and liaised with 3rd party services• Handled hardware warranty services with vendors• Performed installation, moves, adds and change (IMAC) requests• Participated in various projects by defining scope, preparing plans and monitoring project timelines