Dan C. Email & Phone Number

Waterloo, On, Ca

Toamasina, Atsinanana, Madagascar

Serving as the IT Manager on board the Africa Mercy in an exciting volunteer role.

Ongoing project work for CarMax.com. Creating accurate and well-sourced car reviews, whitepapers, and list articles based on customer briefs.

Waterloo, Ontario, Canada

Kitchener, Ontario, Canada

I Successfully executed critical core IT Infrastructure programs, implementing best practices from greenfield in less than 12 months. Negotiated several RFPs to reduce IT operational costs, standardize IT purchasing, and improve hardware provisioning. I worked closely with the CISO to develop corporate infosec policy, review cloud computing products. Created the IT strategic roadmap and budget to clarify technical direction. I hired and coached a successful team of IT Administrators and contractors in Canada and India.

Kitchener, Canada Area

Spearheaded a standardized image and deployment server for workstation provisioning. Reduced helpdesk incidents and user downtime by implementing WSUS (Windows Server Update Services) for domain computers. On-site installation of retail location network and AV infrastructure. Advised and implemented AV changes which eliminated audio dead zones and feedback, significantly improving weekly performance. Produced clear documentation for new server or process changes.

Waterloo, Ontario, Canada

Developed internal Server 2012 testing domain. Created Server 2016 test environment and training materials for internal support team. Maintained customer satisfaction score of 98% or higher providing email and phone based remote support. Identified and replicated software bugs and improvements in JIRA. Interfaced with development, providing testing support for fixes as required. Identified several significant customer or market opportunities.

Waterloo, Ontario

Initial recipient of the Operational Improvement award. Recognized several times for best overall monthly customer satisfaction score, or the highest number of 100% surveys. New-hire mentorship as senior knowledge resource. Reduced inbound call volume by creating knowledge base articles targeting frequent case topics. Lowered rejected escalations by 20% overall with escalation review documentation and training provided to support group.

Kitchener, Canada Area

Auto related reviews, news, editorials and commentaries. Several articles promoted to Examiner.com front page. Editorial white-list due to article quality. Paid per click reimbursement. Content subject matter at author's discretion. Established access to several major manufacturer press fleets.Examiner.com was closed in July, 2016 by the owners, and all content removed.

Bloomingdale, Ontario

IT Generalist performing actions from end user support to Exchange 2010, Windows 2008 r2 AD/DNS/File Server configuration and administration. Network administration, support and planning.

Provide second level escalation support to first level team. Proactive incident management. Assist first level staff with incidents. Create and provide training on common technologies to global first level staff. Administer global DNS systems. IT prime for application and infrastructure monitoring; including vendor analysis/selection, project participation, process creation/documentation.Required to work well independently and with a team. 24/7 On-Call time as scheduled.

First level help desk support for North American operations. Front line triage of all corporate IT systems including: Exchange, Active Directory, Nortel IP Telephony, SAP, Great Plains (7.5/10), Server 2003/2008, Windows file services, Linux and more.Worked in a dynamic team environment. 24/7 on-call time as scheduled. Extensive desk side, phone and walk-in client support.

Publish and design information for internal adviser site. Use of Vignette content management system and Dreamweaver HTML design application. Infrequent work with Java and PHP applications.

Basic computer and application support to virtual users across Canada. Frequent shift work. Built skill set with virtual user support utilizing a variety of remote tools including WebX, Remote Desktop Support and Citrix. Rudimentary IT support.

Certificate - Technical Writing, Technical And Scientific Communication, 3.8

Information Technology Support Services

Computer Engineering

Activities and Societies: IEEE

High School Diploma, High School/Secondary Diplomas And Certificates

Activities and Societies: Senior Band/Choir.