Gary Chan Email & Phone Number

Canada

• 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.
• 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.
• 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.