Danny E. Email & Phone Number

Ottawa, Ontario, Canada

Managing and Supporting a client office with calibration with remote IT team.Monitors the helpdesk system for timely closure of tickets.Working with different departments on behalf of the staff to ensure the IT issues are resolvedOversees the daily performance of computer systems and peripheral equipment.Observes, escalates and/or corrects system problems.Verifying employee equipment is set up correctly including hardware and software installation.Maintaining and verify the accuracy of account and inventory records and take remedial action as needed.Read technical manuals and confers with users to resolve problems.Refer major hardware or software problems or defective products to vendors or managers for service.Trains users in the proper use of hardware or software.Confers with general staff and management to establish requirements for new systems or modifications.Tier 2 support for IP phone system.Tier 2 support for cell phones, headsets, personal storage devices and other peripherals.Microsoft based networking protocols.basic scripting language.voice and data telecommunications systems.remote access technologies for support and office connectivity.Proficiency in Microsoft Office.Set up and operate a variety of computer equipment. (Computers laptops, Desktops, Printers Server equipment & Mobile equipmentWorking efficiently, in an organized manner and with attention to detail.Communicating effectively regarding technical matters, both verbally and in writing.Working with an electronic helpdesk system.Working on Network Hardware related setup and installation projects,Supporting multi office IT hardware and software support. Centrus IPO project (Client) & HOK Ottawa Office

Toronto, Canada Area

Managing and Supporting a client office independently with calibration with remote IT team.• Installs, configures and tests system hardware in lab environment on Client production orders; Installs and configures operating systems, manually or through image loading; • Installs, tests, and configures network equipment such as switches, routers, firewalls, VPN devices, etc. including the loading of custom configuration files; • Hardware and peripheral troubleshooting and repairs; • Services tickets on depot and hot swap programs; • Records serial numbers and performs asset tracking; • Processes customer lab orders in SAP order processing system • installing computer and network systems, and troubleshooting computer and network system problems. Supporting Mozy backup software and administration• Supporting Windows & MAC operating systems in a Office 365 Enviroment • Imaging tools such as MDT/WIM• hardware troubleshooting including laptops, desktop and servers for Tier One vendors (HP, IBM, Lenovo, Dell, Apple, Cisco). • Driver updates, and firmware updates on multiple Tier One products.• Supporting IPhones, IPads & Android devices through the Mobile Device Management solution such as Microsoft Intune & Tangoe.

Mississauga, Ontario

Desktop Support Analyst on a team servicing over 400 customers in multiple Canadian offices• ITIL Certified -Foundation Examination• Exceptional Customer Service Award - The Mosaic IT Peer to Peer Award - Awarded 29th of August• Exceptional Customer service Award Certificate• Support for both PC and Mac System - Onsite client & remote users.• Support of Windows 2008-2012 server running MDT - Microsoft Deployment Server System - • SCCM -System Center Configuration Manager to manage PCs,Design, implementation, Administration Support and Software Deployment. Maintaining MDT Server & supporting Operating system such as lion and snow leopard & mountain lion Windows XP,7,8&10• Windows 10 Software Testing Compatibility, Testing for Quality assurance.• Supporting ODBC Setup with Creating Security Groups in Active directory in making connection to SQL server database • BES Express support - setup all BlackBerry legacy devices with configuration on the server.• Creating & Maintaining Active directory & Exchange 2003 & 2010 accounts.• Aruba box provisioning - VPN Client hardware-based• Creating folder & folder security groups (Active Directory to maintain folder structure and integrity Provide access to network drive folder through the Active directory.• Led Install and maintenance of Life Size Video Conferencing systems in 7 different offices, increasing collaboration by 50% North American wide • Setup of Shoretel voice over IP phones and assignment,configuration and troubleshooting• Configuration of switches and mapping offices and setting up network printers.• Configuration of iPhone, Android and BlackBerry phones • Extensive knowledge using BlackBerry legacy and BlackBerry 10 operating systems.• Extensive Knowledge in Microsoft Office 2003, 2010, 2013• Supporting Microsoft SharePoint 2003-2007• Supporting Multi-function Printers & legacy printers - Maintenance and repairs.

IT Support Mount Sinai Hospital - New York University Hospital and Wsib of CanadaProvided all levels of training to End User Services agentsCoached new hires on best practicesProvided customer satisfaction reporting for the unitMaintained and contributed to service level targets by providing prompt, efficient, effective and courteous handling of incoming callsDirect end user support for technical related issues via telephone and remoteaccess toolsManagement of all incoming email to the hospital help desk inboxCreated spreadsheets to track and document customer call dataSolid inbound call center experience with a professional telephone approachPossess an aptitude for problem solving and accomplishing multiple tasks simultaneouslyGreat knowledge of multiple operating systems

Enthusiastic, top IT specialist who consistently achieved customer satisfaction with Total Solution Sales for upgrades or Software Solutions.Provided network administration to include LAN troubleshooting and resolutionKnowledgeable in hardware/software, including routers, switches and firewallsManaged the configuration and performance management of PC systems and telecommunicationsDemonstrated positive attitude toward sharing expertise and assisting others to learnRecognized as a quick learner which resulted in undertaking higher level responsibilitiesMaintained passwords, data integrity and file system security for the desktop environmentRecommended hardware and software solutions and upgrades using established processesOversaw the investigation and resolution of hardware/software issues both remotely and onsiteCollaborated with telecommunication team to troubleshoot company-wide issuesDocumented and tracked inventory of all computer equipment and software licensesResolved Windows related issues, Internet Explorer issues and other PC software related issuesMonitored and troubleshot LAN; installed and configured routers and switchesPerformed diagnostic testing on PC equipment and ensured printers were functioning at all timesMaintained existing business solutions using excellent communication skills Met customer's needs for high quality services in compliance with company's imageTrained and mentored employees ensuring their familiarity with the company's code of ethicsAttended management meetings pertaining to decisions on companywide critical issuesConsistently met deadlines with a strong focus on customer service satisfactionGenerated weekly reports

Ottawa, Canada Area

Self-motivated professional who kept abreast with IT technologies which contributed to clientele retention. Provided second level support to Technical Support CenterExercised discretion when dealing with sensitive information; maintained confidentialityProduced backup software for distribution and maintenance of all computers and peripheralsOrdered computer parts; utilized superior interpersonal skills to satisfy the company's client base Maintained accurate, complete and up-to-date inventory records of all computers and printersCoordinated the logistics of technology requirements and company setups when required Installed, configured (using imaging software); maintained and troubleshot applicationsAttained excellence in computer troubleshooting & multitasking under pressure.

College Diploma, Network Administration

High School Diploma