Dan Simon Email & Phone Number

Vancouver, British Columbia, Canada

Burnaby, British Columbia, Canada

Vancouver, British Columbia, Canada

• Develop and implement IT Services and processes for a dedicated IT team for the company• Standardize ticketing, documentation for the department in Jira and Confluence respectively. As well as build the training plan for new members of the IT team.• Implemented, managed and maintained (JumpCloud) the new Endpoint Management Solution and SSO platform for the organization• Managed and upgraded the internal office network infrastructure and network capable AV equipment • Completed SSO integration of all IT managed apps such as Google Workspace, JumpCloud and KnowBe4• Provide General IT support for all users

• Provide support, direction and training to the Tier 1 and 2 techs while they are remote, in-office and on-site at client offices• Coordinate team on-site and vacation scheduling to ensure proper coverage for supporting clients• Regular quality checks on ticket workflow and accuracy• Work with client delivery managers to help clients understand the work being done for them and what we are doing to adequately fulfill their requests.• Built, reviewed and updated processes, documentation and training material for the department.• Provided the team with direction through several projects such as: testing, implementation, and management of Intune and Azure for Microserve, on-boarding of new managed services clients, and various client specific projects

• Provide support and direction to the other helpdesk members both in the office and on-site several different kinds of clients such as accounting firms, airlines, dentist offices, law firms, and retailers.• Ensure ticket and workflow accuracy and completeness• Process minor orders and purchases requests from clients and manage the office environment.• Review and update processes and documentation• Ticketing queue management and dispatch scheduling for on-site support at client offices.• Handled ticket and support escalations while mentoring junior techs in the troubleshooting/workflow process

• Provided all tiers of managed services support for several accounting firms, airlines, dentist offices, law firms, and retailers.• Setup, Manage & Maintain computers and networks for small to medium size businesses • On-Boarded more than 20 clients into Next Hop’s managed services• Built multiple Microsoft Domains for new companies or offices, and managed, maintained and upgraded dozens more pre-existing domains.• Manage both on and off-site backup systems.• Provide remote and on-site support for all business-related devices such as computer, VoIP phones, tablets, printers, projectors, servers, switches, routers and firewalls• Provide support for client specific applications, can range from flight check-in, accounting, point of sale or client custom/proprietary software.

Burnaby Bc

• Windows based domain authentication and MS Outlook - Exchange client related issues. • Remote Help Desk Support tiers 1 through 3, as well as on-site support when requested for daily issues related but not exclusive to MS Office, Windows, Mac OS, network connectivity and third-party applications. • Ticketing queue management, ensuring service requests were routed to the appropriate departments. • Configure VPN access and MFA soft tokens for secure external access to network• Configuration and management through Cisco Unified Communications Manager and Management of national service desk phone queue

Burnaby, Bc

British Columbia, Canada