• Led the Service Desk operations, elevating IT support for administrative, teaching, and research functions across 30 departments, thereby facilitating the seamless integration of technology in education for approximately 3600 users.• Executed ITIL best practices to refine service delivery processes, culminating in a marked enhancement of operational efficiency and user satisfaction.• Cultivated a culture of continuous improvement and innovation within the IT team, resulting in the establishment of robust ITSM policies and documentation that were in alignment with organizational objectives.

• Led project management initiatives and provided leadership in the implementation of new projects and processes, enhancing service delivery and operational efficiency.• Recruited, trained, and managed both full-time and part-time Help Desk staff, fostering a skilled and responsive IT support team.• Designed and documented IT procedures, critically evaluated and proposed strategies for service improvement, and maintained a Software and Hardware library in compliance with Arts ISIT standards.• Spearheaded IT and AV project management, conducted software training sessions, and mentored student staff in software and hardware troubleshooting, ensuring high levels of team competency and user satisfaction.• Systematically documented unresolved user issues for managerial review, facilitating prompt and effective resolutions.

• Configured and maintained the principal server for the Statistics Canada's BC Integrated Research Data Centre (BCIRDC), ensuring optimal performance and reliability.• Guaranteed the main server's reliability, maintainability, and serviceability through meticulous oversight and regular updates.• Executed the installation, configuration, and testing of licensed and open-source software for Windows and Linux platforms, in addition to government software utilized by Statistics Canada.• Provided expert guidance on configuring common laboratory applications, including Windows Server 2008, Active Directory, Faronics Deep Freeze, Acronis True Image, and Norton Ghost.• Counseled the Centre's administrator on backup systems and data security policies, ensuring the integrity and security of data.• Delivered IT Service Continuity Management (ITSCM) to facilitate effective disaster recovery planning and implementation.

• Analyzed departmental computing needs and developed comprehensive IT and AV solutions to meet job requests, enhancing operational efficiency and user satisfaction.• Recommended optimal hardware, software (operating systems and applications), and networking configurations to support organizational objectives.• Advised on system and client configuration options, sharing responsibility for the ongoing management of facilities, including Local Area Network (LAN), system configuration modifications, and hardware/software upgrades; ensured network performance and system security.• Liaised with vendors, manufacturers, and UBC service partners for technical support, enhancing service reliability and response times.• Served as a key resource for resolving computer hardware or software issues, significantly reducing downtime and improving user experience.• Conducted training sessions on a variety of software applications for administrative, academic, and instructional activities, as well as hardware operation, elevating team competency and user engagement.• Troubleshot a wide range of computer problems, including software applications, printing, setup, email, computer crashes, viruses, and network issues, ensuring swift and effective resolutions.• Educated users on best computer practices and security in accordance with UBC policies and guidelines, fostering a culture of safety and awareness.