Respond to major weather events across Western Canada ensuring customers have their claims resolved accuratelyPrepare damage assessments and exterior/interior estimates for customersWork alongside vendors to ensure repairs are completed quickly and efficientlyCertification for Advanced Operations RPAS (Remotely Piloted Aircraft System) allows me to inspect and appraise residential/commercial exteriors via drone

Windows 7 and MPLS Upgrade• Elicitation of field site requirements for Windows 7 and MPLS upgradeso As-built documentation updates for all new technologies used during the project which consisted of SCCM, McAfee, and Riverbed. These as-builts were turned over to IS Operations near the end of the project, resulting in the completion of the critical transition to operations phase.o Application rationalization to determine which applications were required for effective deployment and efficient day-to-day operations. Approximately 7000 identified applications turned into 500 critical applications for the business, allowing a more focused effort on deploymentso Resource coordination at field sites to ensure that deployments were completed on time with minimal failureso Alongside the Organizational Change Management lead, assisted in creating change management templates for deployments to assist in the fundamental communication requirements for field sitesContinuous Availability, SharePoint 2013 Upgrade • Business Requirements Document creations and thorough analysis for four projects to determine feasibilityo Requirements elicitation from technical units and business units to determine the core requirements for each projecto Requirements validation with business and technical SME’s o Created and implemented a template for project hours estimations in Microsoft Excel which became integrated in day-to-day operations going forwardData Center RelocationUsing input from technical resources and business users, I'm developing migration strategies and UATs on an app-by-app basis. GIS software upgrade due to applications being at end of life as well as an increase in user count. Developed new installation documentation, worked alongside the vendor to tailor the application to the changing business needs.

• Helped lead a Mobile Device rollout from TELUS to Bell. This included 220 iPhones and 20 Blackberry devices, along with iPads and air cards. I ensured that each user received the correct device, could connect to their corporate email, and could connect from their iPhone to our remote access site. I wrote multiple pieces of documentation for the tasks involved with this rollout, including special requests from individual users. This was all used by Bell to determine the most effective solution. • Worked closely with my team lead and other management to develop new processes that would help make the Service Desk more efficient• Developed an on-boarding process for new hires as well as a process to help deal with corporate functions and meetings• Trained new Service Desk members on the systems and day-to-day operations at Alliance• Provided all front-line, end-user support to Alliance Pipeline Ltd, including field support for Canada and the USA

Provided end-user support to 200+ employees, both in the head office and off-site.Built and imaged 100+ PCs using Symantec GhostAcquired skills in Active Directory and MS Exchange during the new hire and departing user processes