• Wrote and reviewed Puppet code to deploy and manage IIS sites• Managed applications on IIS servers including updating DNS entries, implementing load balancing via Netscaler, and reviewing error logs to troubleshoot hosting infrastructure• Managed and maintained the managed file transfer (MFT) solution, including implementing new requests, changes, troubleshooting transfer failures, and assisting in the migration of the service from a standalone server to a managed cluster for redundancy• Managed the Azure infrastructure, including creating dynamic Azure AD groups, implementing new conditional access rules, creating app registrations/enterprise applications, updating application gateways and web application firewalls (WAFs)• Assisted in implementing just-in-time access in Azure for other support teams• Worked with vendors and implemented SSO for multiple applications via SAML2.0 and OIDC• Patched and updated Windows servers as part of regular maintenance, complying with security policies

• Same duties as Technical Support Analyst. Additional responsibilities included:• Mentored new team members via training and call shadowing• Created an SLA with the ServiceNow team to track handling of self-service incidents and reported monthly on quality of tickets to management• Created an app in Microsoft Power Apps for ticket quality audits and integrated it with

• Same duties as Junior Technical Support Analyst. Additional responsibilities included:• Coordinated with internal teams to mass email and roll out Windows 10 1803 to everyone in the company, and was the team subject matter expert on any upgrade issues• Main point of contact for any questions or clarifications for first level service desk members when handling incidents• Trained new members of the team on various components of the platform

• Provided second level support for users in a Windows 7, 8, and 10 environment, including printers and iPhones• Created and updated knowledge documents to share solutions to incidents with team members• Managed problem records and created a problem tracking document to ensure re-occurring incidents are investigated and fixed, improving client experience by eliminating causes of failure • Aided in the coordination and deployment of laptops during a country-wide hardware refresh

As a facilities engineer, I was responsible for managing contractors for numerous projects around the manufacturing plant. Some of these projects include replacing bollard lights around the facility, implementing protective barriers around fire suppression equipment, and replacing/refurbishing worn hardware around the plant. In addition, I performed an economic analysis on the waste water treatment process to examine the cost benefit of changing portions of the process. As well, I developed macros in Excel to expedite regular monthly tasks.

As an exploitation engineer, I was responsible for extracting additional value out of existing oil patches and gas fields. As part of this responsibility, I performed decline analysis on wells in order to estimate the impact of various completion methods on the ultimate recovery of oil or gas from a well. In addition, I performed economic evaluations to determine the viability of reactivating a waterflood scheme, and I helped to implement a new water flood scheme. As well, I evaluated the value of sections of land based on current production, estimated total production, operating costs, and liabilities, and helped execute $6.1 million of land sales.

Through successful performance in the Tier 1 Support Analyst position, I was able to return to eHealth as a Tier 2 Support Analyst. In this role, I primarily triaged and resolved incidents in a Windows environment. In addition, I managed project implementation for software installations on Windows servers. Another primary aspect of this position was to troubleshoot and resolve incidents and service requests for both internal and external clients. An example of a service request that was performed was to provision user and group access in Active Directory.

As a tier 1 support analyst, my primary role was to manage, troubleshoot, and resolve service requests and incident restoration activities and communications in accordance to Incident Management processes. This involved initial troubleshooting of issues, and co-ordinating the communication and activities of support groups as required. Other tasks that were performed are the monitoring of hardware and applications, as well as developing and maintaining documentation and user training processes and procedures.