Efficient Help Desk Management:• Prioritize and resolve Help Desk requests promptly.• Focus on enhancing client retention and satisfaction.• Ensure the functionality of service-related tools and continuous improvement.• Team Leadership and Communication:• Lead technical staff, fostering open and honest communication.• Contribute to staff recruitment, training, and orientation.• Identify and communicate operational and service-related risks.Service Delivery and Policies:• Utilize tools to manage and deliver services to clients.• Triage and assign service requests.• Uphold and communicate Longhurst service-related policies and procedures.• Monitoring and Security:• Review and manage RMM (Remote Monitoring and Management) system.• Enhance RMM with additional monitoring parameters.• Ensure up-to-date anti-virus and security software management.Proactive IT Management:• Develop and manage maintenance plans.• Implement effective patch management.• Identify and escalate client risks as necessary.Administrative Excellence:• Oversee client subscriptions and warranties.• Maintain compliance with corporate standards and organization policies.• Contribute to the development of operational and service best practices.

• Manage the implementation of various size and types of projects including PC replacements, hardware, and software upgrade deployments and networking upgrades• Manage the escalation and resolution of service issues• Provide Microsoft Azure client support• Provide daily support of Microsoft Office 365 environments• Support ADSync to synchronize the local domain user to the Microsoft Portal• Create and present project proposals for clients• Liaise with vendors for up to date product information and pricing• Assist and provide Senior-level support• Explore and inquire about new technologies that our clients have an interest/need for

Provide leadership and technical support for Calgary’s fastest growing IT service provider.• Provided day-to-day support for 50+ companies;• Enhanced client experience by providing support and troubleshooting issues for servers, PC’s and any other computer related items;• Streamlined company operations by managing schedules of field technicians;• Provided hands on support for clientele as required;• Applications used include: Office 365 Portal, Jive Phone Systems, Adobe Teams licensing, Synnex Purchasing and many more.

Leader of a three person team supporting 300+ users, leading the team on several large scale projects with a proven track record of success.• Ensured company success by deploying and managing company laptops;• Maintaining critical communication by deploying and maintaining Cisco IPT systems;• Provided and set up wireless mesh to ensure seamless connectivity and communication for the office;• Assisted in the compliance of company IT policies;• Welcomed new hires and contractors by running new hire orientations;• Managed AV systems and equipment for meeting and conference areas;• Provided expertise to infrastructure team for any server or switch related issues;• Coordinated the move of local licensed software to a separate server;• Enhanced user experience by ensuring staff were well trained and versed in company policy and procedures.

• Ensured adherance to company policy by completing a major project closeout of all IT related aspects;• Maintained steady line of communication with upper management to provide daily support;• Organized and managed office relocation for over 100 people;• Managed terminations, office moves and relocations for all site employees.

Recruited to provide technical leadership in a fast paced engineering environment for a multitude of users while training and motivating staff for success.• Provided guidance and leadership for six offices in southern Alberta;• Streamlined daily operations by ensuring all incidents were handled in a timely and professional manner;• Ensured adherence with company regulations by maintaining policies and procedures;• Captured SLA and feedback from users of all levels;• Procure new and relevant software for all offices, maintaining an excellent user support system;• Responsible for successful operating system rollout/upgrades for several offices(400+ machines).