Christopher Ramsay Email & Phone Number

Brampton, On, Ca

Ontario, Canada

• Developed an incident response plan working closely with stakeholders and senior management to streamline response efforts and mitigate damage during an incident.• Configured MFA enforcement and communicated the roll-out across all users and devices for ERP systems and Office 365 environment.• Implemented technical access controls using Intune device configuration policies to ensure the necessary security measures are applied to 100+ corporate devices.• Identified security vulnerabilities based on probability/impact and presented them to management to improve understanding of risks and determine risk management strategies.• Managed firewall rules to allow expected traffic from trusted external networks.• Configured site to site VPN tunnels on various firewalls including WatchGuard, Sophos, and Ubiquiti which streamlined secure data exchange across multiple locations.• Monitored, renewed and installed SSL certificates for domains nearing expiration to ensure trusted and encrypted web traffic on ecommerce site.• Translated complex technical concepts into easily understandable language for non-technical stakeholders, resulting in increased project approval.

• Routinely analyzed client metrics to perform statistical analysis using PowerBI • Pro-actively monitored and identified areas of improvement within the network environment to implement solutions and reduce/prevent user issues • Effectively communicated technical findings to non-technical clients in both written and verbal format, providing recommendations for network improvement • Performed server migrations using virtualization and SAN technologies• Configured and deployed business continuity and disaster recovery solutions and other networking equipment • Provided updates to clients at the beginning, during, and end of projects to keep all parties aware of the current status and next steps• Managed Active Directory users and computers using GPOs• Clearly documented newly implemented solutions for both technical and non-technical staff • Reviewed documentation regularly and made updates accordingly to keep information up to date • Efficiently handled escalated support issues while balancing high priority client requests • Worked with technical members of various teams to perform root cause analysis and implement preventative solutions • Managed network assets and end user devices using RMM tools and MDM (e.g., Intune and ConnectWise Automate)

Oakville, Ontario, Canada

• Responded to user access requests by thoroughly vetting user needs and assigning the minimum access permissions required.• Regularly reviewed user access permissions to reduce attack surface and prevent privilege creep by disabling inactive accounts and updating permissions during role changes.• Implemented and enforced device hardening procedures to secure laptops, desktops, and servers against unauthorized access.• Maintained an accurate inventory of all IT assets by reviewing devices that have not recently check-in and ensuring all devices stayed within MDM compliance policies• Configured dashboards in ticketing platform to display key metrics in real-time for executive director • Communicated with various departments to understand their business needs and generated reports using Progress 4GL queries from a Progress database • Assisted with Progress to SQL database migration • Applied strong understanding of OSI model and core networking fundamentals to troubleshoot related issues • Configured and maintained Windows servers (DHCP, DNS, File Server, Print Server)

Markham, Ontario, Canada

• Delivered exceptional technical support to end users, resolving a wide range of hardware, software, and network issues.• Contributed to a positive and collaborative IT support environment by fostering strong relationships with internal teams.• Ensured customer satisfaction by setting expectations, promptly responding to client inquiries, and accurately diagnosing and resolving technical issues.• Utilized Google and other platforms to research topics to quickly become a subject matter expert • Communicated with clients via phone, email, and chat• Managed and logged incidents using ticket management software

Mississauga, Ontario, Canada