Manage the national internal Information Technology Services Help Desk, supporting 300+ sites and 14,000+ end users. Analyse Help Desk activity and make recommendations for increased organisational efficiency and effectiveness. Oversee development and dissemination of help sheets, usage guides, and FAQs for end users. Track and analyse trends in Help Desk requests and generate statistical reports. Train, coach and mentor Help Desk Technicians.

Supervise the national internal Information Technology Services Help Desk, supporting 300+ sites and 14,000+ end users. Assess needs for any system reconfigurations (minor or significant) based on request trends and make recommendations to ITS management. Oversee development and dissemination of help sheets, usage guides, and FAQs for end users. Track and analyse trends in Help Desk requests and generate statistical reports. Train, coach, and mentor Help Desk Technicians.

Diagnose hardware and software problems, and replace defective components in Windows Based Workstations, Servers and CNC computers. Perform and test data backups and disaster recovery operations. Manage email service, Google Apps for Business. Recommend changes to improve systems and network configurations, and determine hardware or software requirements. Provide IT Support for Bargstedt Feeder and Stacker TxH250, Weeke Vantage 24M, Weeke Venture 3M, and Koch Sprint.

Install new / rebuild existing servers and configure hardware, peripherals, settings, and storage in accordance with standards and operational requirements. Perform system monitoring, verifying the integrity and availability of all hardware, server resources, reviewing system and application logs.Perform and test data backups and disaster recovery operations. Manage email service, Google Apps for Business. Recommend changes to improve systems and network configurations, and determine hardware or software requirements.

Work onsite at London Health Sciences Centre and St. Joseph's Health Care, supporting their day-to-day output environment needs. Work closely with customer contacts, customer’s end user community, and Lexmark Global Services resources to fulfill Service Level Agreements.

Install, configure, test, maintain, monitor and troubleshoot end user hardware, software, and networked peripheral devices. Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users. Recommend and implement corrective solutions, including off-site repair as needed. Receive and respond to incoming calls, and e-mails from ITS Help Desk regarding PC and hardware problems. Construct, install, and test customized configurations based on various platforms and operating systems. Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase. Support development, implementation, and maintenance of various ITS projects and initiatives. Write technical specifications for ITS hardware and related products. Create and maintain Standard Operating Procedure documentation. Recommend, schedule, and perform system improvements, upgrades, and repairs. Liaise with third-party support and equipment vendors.

Inspect and test computer equipment. Adjust, replace or repair computer assemblies. Diagnose and locate computer equipment faults and perform data destruction. Install computer operating systems and software programs to meet customer specifications. Provide exceptional customer service for repairs, warranties and upgrades.

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. Met daily statistic goals to ensure clients’ needs were met.

Planed, designed, implemented and support Wireless Internet Service Provider network. Provided technical support for the network, servers and customers. Deployed and maintained Customer Resource Management database. Developed a security policy, secured the network, monitored the network and responded to attacks, tested existing security safeguards, managed and improved network security.

Updated and maintain GM FLEX database, maintained Xerox and Zebra printers, provided help desk and on the floor support. Created and maintained the office wiki database. Virtually ran assembly lines using Cimplicity. Preformed plant wide client software and hardware updates.

Preformed computer repair services troubleshooting faulty hardware including motherboards, CPU, memory, and Microsoft operating systems in the store and over the phone. Provided assistance to people still learning how to use a computer to print, use internet explorer, and use MS Office. Worked in retail selling computers, computer parts, satellite systems, televisions, home theater systems, and car audio.