Daniel Lawrence Email & Phone Number

Toronto, Canada Area

- Coordinating with managed service provider to ensure the proper classification of ticket assignments- Review ticket classification and resolution notes to ensure quality of service to the business.- Assist management with obtaining purchasing/leasing quotes from managed service provider and following up on orders to ensure timely completion.- Windows 10 deployment and troubleshooting- Office 365 deployment and troubleshooting - Provide Active Directory account creation and modification- Provide Exchange Server 2010 account creation and modification- Provide hardware support for desktops, laptops, mobile devices, and printers.- Deploy and provide support for mobile phones (Blackberry, Android, and IOS)

Toronto, Canada Area

Toronto, Canada Area

Led the 3 person deployment and remediation team for the deployment of Lotus Notes 8.5, and Internet Explorer 8 to 14,000 desktops and LaptopsWorked with customer to deal with escalations, special requests, and technical discussions to ensure smooth roll-out of the project.Prepared and completed all deliverable reports for the project for presentation to management teams and the customer.Responsible for warranty period support and follow-up following deployment for 48 hours before issues transfer to regular support team.Diagnose and determine root cause issues and solutions.Maintain call log of all warranty calls received.

Provide technical support for the deployment of Lotus Notes 8, and Windows XP SP3 to 14,000 desktops and LaptopsResponsible for warranty period following deployment for 48 hours before issues transfer to regular support team.Diagnose and determine root cause issues and solutions.Maintain call log of all warranty calls received.

I was responsible for servicing the IT, office equipment, and telecommunications needs of 14 branches across Ontario with 210 users. I was responsible for the selection and purchasing of new equipment and services as required to meet the needs of the business. In addition I have developed a number of databases to meet the business’ ISO 9000 requirements and to provide a national view of the IT, Office Equipment, and telecommunications inventory.I was responsible for managing our IT vendors and negotiating service contracts for our various businesses in Ontario. I have arranged a province wide toner and service contract for our Office equipment fleet, which has reduced our costs by 30%. I have also moved all of our telecommunication services (land lines and cellular services) to Bell reducing our overall communications expense by 35%.In the past 2 years I have been called upon to provide project management on the roll out of a 24 location “Did You Know” TV Project in Western Canada and a 31 location e-learning program across Central and Western Canada. I have also just finished the planning and rollout of 50 Blackberries in Ontario and Saskatchewan.

I was part of a 22 member team responsible for supporting the nation-wide roll-out of Windows 2000 and Office 2000. The supported network consisted of 18,000 end-users, 3,500 servers, 6,000 network laser printers, and 4500 impact printers. The job of the team was to provide the branch staff with support using Windows 2000, and Office 2000 as well as determining root cause issues for network failures and issues, hardware failures, and Outlook/Exchange connectivity issues.

Cleared a backlog of 5,000 emails which reduced the wait time for email response to technical support questions from 4 weeks to an industry best of 1 business day.Performed call backs to clients as second level support for multimedia related issues.Performed hardware and software testing to ensure product compatibility. Posted to online Technical Support Forums to resolve multimedia related issues.

Education record

Education record