David Ho Email & Phone Number

Toronto, Ontario, Canada

CAD Railway Industries Ltd February 2024 – PresentIT Support Toronto, Ontario• Collaborate with cross-functional teams and senior management to provide technical expertise in workflow automation to enhance efficiency of IT processes• Develop and maintain comprehensive technical documentation and reports focused on process improvement• Manage the onboarding and offboarding process for employees, to ensure a seamless transition with provisioned access to necessary tools• Oversee inventory management of IT hardware, tracking asset history to ensure accountability and efficiency• Configure and manage mobile device through Intune and SOTI Mobile Management• Oversee and manage desktop and laptop devices through NinjaOne RMM• Contribute to the organizational structure and optimization of the IT department• Implement company-wide cybersecurity training initiatives utilizing Ninjio• Manage and optimize SharePoint for effective collaboration and information sharing• Conduct evaluations of core software to ensure alignment with organizational needs

161 Bay Street

• Engage with top executives such as the CEO, President, and Senior Managing Directors to providing top level white glove technical support• Configure and manage Microsoft O365 • Monitor and maintain on-prem and Cloud systems and services on all endpoints• Provision user accounts and resources with Microsoft Azure, Active Directory, Exchange, Intunes, • Configure and manage Hardware and applications through SCCM, Microsoft Intune, Autopilot, and Ninja RRM• Configure and manage virtual machines through Microsoft Azure, VMware ESXi and Citrix • Configure and manage mobile devices (Apple, and Android) through Airwatch Mobile Management • Provision and manage password manager applications such as Dashlane and KeePass• Monitor and action any cyber security alerts through Stratejm and CrowdStrike• Order, evaluate new technology and manage hardware inventory • Configure and manage Boardroom Conference room technologies such as Microsoft Teams, Cisco Webex, Zoom and BlueJeans• Create documentation and knowledge articles through Atassian Confluence • Provide 24x7 On-call after hours support

Toronto, Canada Area

• Acts as a single point of contact to resolve all internal IT related issue for all lines of business via phone calls, emails, and chat support for over 10,000 users national wide in a 24/7 support environment• Specialize in using advance tools such as o BES 5, BES 10, AD, Skype for Business, Microsoft Intune Company Portal (MDM), AS400, IBM Rumba Mainframe, VCC Interaction Client, Softphones, Ctrix, LoginMeIn Rescue, Cisco Unity Connection Admin Console, Lync Server 2013 Control Panel, Skype for Business Server 2015 Control Panel, RSA Security Console (VPN), VMWare, and Evolved System for Alarm Processing• Configuring and setting up Mobile devices such as: Blackberries, Android, iPhone, Windows 10 Mobile• Create knowledge base documents to expand the teams technical skills in resolving issues more efficiently • Log detailed description of all user incidents in the trouble ticket tool systems via ServiceNow, and ISM• Coordinate with third party vendors and different internal department representatives to validate and test solutions/processes that will used to handle scenarios encountered by our IT team • Establish a clear guideline and prioritizing project assignments with ITIL best practices to a line with the corporations SLA (Service Level Agreement)

Toronto, Canada Area

• Implement and deploy Microsoft Dynamics AX • Configure and troubleshoot ERP software • Experienced with server setting up• Experienced in setting and configuring Microsoft SharePoint Foundation, SQL Server, Windows Server 2008 and 2012• Interact with clients on-site or phone with remote access to troubleshoot technical system issues

Toronto, Canada Area

• Experienced in system application tools such as: Active Directory, DHCP, DNS, BES server, Microsoft Exchange, Symantec Back Exec• Provide users with excellent Customer Service while still maintaining a professional attitude and resolving their issues in a timely manner.• Experienced with Ticketing systems such as Incident Monitor and ServiceNow• Configure and deploy system machines to users (Desktops/Laptops)• Support with accountant tools such as; Caseware, Taxprep, Taxfind, APT, Gofileroom, GoSystems, Sage50, Quickbooks, MS Office applications, and etc.• Provide support for syncing outlook with the wireless devices.• Support mobile devices such as: Blackberries, iPhones, and internet sticks.• Troubleshoot phone applications, WEP, Internet access, network issues, Bluetooth, E-mail setup and Provisioning issues.

Toronto, Canada Area

• Support Blackberries, iPhones, Nokia, Samsung, LG, Motorola wireless devices and rocket sticks. • Troubleshoot phone applications, WEP, Internet access, network issues, Bluetooth, E-mail setup and Provisioning issues.• Provide support for syncing outlook with the wireless devices.• Provide services such as Voice and Data communication.• Met or exceed required floor metrics (eg. ATT, ACW, and Hold times)• Provide customer with excellent Customer Service while still maintaining a professional attitude and resolving their issues in a timely manner.• Capture accurate information to speed up the process in resolving network outages. • Provide detail notes to ensure accurate information when other agents review the cases. • Responsible for educating and guiding customers on the use of the product.

Edmonton, Canada Area

• Profession user of DellServ (Dell’s in-house software used to log/update/retrieve user data)• Develop excellent analytical and researching skills in order to resolve the client’s computer/Laser printer related issues• Provide assistance with installation of computer peripherals. • Educate the clients on the cause of their problem to help them understand how they can prevent future reoccurrences • Empathize with frustrated clients to help understand problems and resolve them in a timely manner• Create and work on internal projects dealing with various methods to help improve Dell’s customer status as well as work environment• Install, Configure, and troubleshoot clientele’s Workstation• Monitored and acted on Virus, Spyware and Security threats • Support 50 users on a daily basis (Phone, email, online, remote tools, etc)

• Acquired traveling experience while meeting with clientele to discuss project details based road surveillance specs• Operation and troubleshooting of the Automatic Road Analyzer (ARAN) network to collect on-site road surface data • Independent field decision making concerning the most logical and efficient way to solve problems and meet or exceed deadlines • Analysis and create reports from road data obtained by the Automatic Road Analyzer • Install and Configure Windows OS and In-house software • Train new employees on how to operate the Automatic Road Analyzer (ARAN), DVS software and Microsoft Streets and Maps program.