David Warren Email & Phone Number

Oshawa, On, Ca

Mississauga, Ontario, Canada

• Provide front line technical support to all Canadian employees• Configure, install and monitor all network operations across Canada• Install, maintain and replace network infrastructure equipment consisting of copper cable, fibre cable, wireless Access Points, P2P devices• Design, Plan, and install all safety systems for underground tunnel construction • Design, plan and install communication system for Tunnel Boring Machine• Assist with maintaining individual budgets for each client and project including corporate offices• Assist with bidding procedures on new potential projects• Attend weekly operational meetings for each project• Coordinate with other global IT teams for successful rollouts of network equipment • Provide network security monitoring of all Canadian operations• Coordinate and monitor processes, tasks, and functional procedures diligently by following organizational protocols

Durham, Ontario, Canada

Manage several residential customers and small businesses in Durham RegionComplete installation/maintenance of physical network infrastructureProvide hands & eyes data center supportProvide local support for small businesses

Clarington, Ontario, Canada

Completed morning setups and end of day take downs of all technology equipment for health care staffEnsure all mobile technology equipment has been placed on charge for the next dayAssisted healthcare staff with applications issues that ranged from access problems, patient booking issues, network outagesAssisted patients with a smooth process from entering to leaving their appointments

Baffin Island, Nunavut

Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers, coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives, manage communications and connection solutions, including workstation connectivity, LAN, WAN, Wi-Fi, and Internet applications, provide support service for effective server, desktop and phone operations including setting up users and group accounts. Install, maintain, and upgrade hardware, software and peripheral equipment to improve performance and reduce failure. Maintain server backup processes and server security and provide assistance and backup for server administrator as well as performing routine system backups and restores. Maintain proper documentation of all network systems and changes; provide first and second level support to clients. Support application development teams throughout project lifecycles, recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases. Provide backup to co-workers as required.

Toronto, Canada Area

Provided outstanding technical support to a team of 200+ project users across areas of networking, email and operating system issues. Accurately triaged, submitted and managed end user service order requests. Systematically planned and coordinated the deployment of new desktop assets for project team members. Provideded technical support for Polycom video conferencing infrastructure enabling important meetings between Brazil, Sudbury and Toronto offices.

Oshawa, Ontario

Provide Front line support to employees, Maintain daily and weekly server backups. Create and maintain user accounts. Server Administration, Setup and maintain e-mail accounts on Blackberry and IPhone devices, Maintain site database of all equipment within the company. Research and recommend new hardware to the client. Replace defective network equipment. Setup and configured Blackberry Business Cloud Service.

Woodbridge, Ontario

Received and processed orders of computer equipment to guidelines that have been provided by the customers. Rebuilt computer equipment to working standards. Prepared equipment to be sold to outside customers, or have equipment donated. Prepared equipment on bid templates and sent out to customers, processed bids to be completed and arranged shipping of equipment to winning company.

Level 1 Analyst – Received incoming calls and assisted users with resolving that they were experiencing with their hardware, software, printers, blackberry devices. Logged incident tickets for each break/fix call. Logged service request tickets for hardware and software requests and upgrades. changes to their personal information or changes to network upgradesIMAC Coordinator – Received Service request tickets from Level 1 agents and the online ticket system. Reviewed tickets for required information. Processed tickets based on the guidelines provided by the customer. Obtained all necessary approvals if required. Arranged for hardware and software to be ordered. Assigned ticket onsite support system if a technician was required.Level 2 Analyst – Received tickets from Level 1 agents that had more time consuming, complex and serious issues. Reviewed ticket for all necessary information related to the problem and the customers contact details. Researched the issue and contacted the user to assist with resolving the issue over the phone.Queue Management –Review different ticket queues, and worked each ticket based on the reason as to why it was in that queue. If issue was unresolved, ticket would be reassigned back to the last group that worked on it to re-investigate the issue. If the ticket was rejected with a customer complaint/concern ticket was forwarded to the Call Centre Quality Assurance team for investigation and to call back customer for follow-up.

Incident Manager and Control Desk – Received tickets from Level 1 agents for possible outages. Investigated the issue and issued a ticket priority from 1 to 4 based on the amount of users that were impacted, the impact to the business, safety issues. Contact the Site service manager for further details and if a priority 1 ticket was needed. Warm transferred tickets to the correct resolver group for a quick resolution. Hosted conference calls if one was required. Notified proper management through 3 different paging systems. Logged outages in a central database for all level 1 agents had required information on their screen to provide to users if an update was required.