• Providing computer IMAC services and 2nd level desktop incident support to over 800 onsite clients in addition to field clients located in various cities across Alberta.• Cisco IP telephone and voicemail administration via Cisco Unified Connection Manager and Cisco Unity Connection respectively.• Created, tested, and utilized a script designed to enable and activate Windows BitLocker drive encryption on client workstations.• Support incidents, requests, and tasks managed via both BMC Remedy and Service Now.• Worked directly with in-house Service Now developer to test new pre-production features.• Knowledge share and training to immediate peers of relevant Service Now features.

• Administrator of a Nortel Meridian PBX telephone system providing digital, analog, and VoIP telecom services.• Solely providing all telecom related IMAC services as well as 2nd level telecom help desk incident support to over 1600 clients.• On-site technical contact for high level PBX support, upgrade, and service changes ensuring the uninterrupted uptime of the telecommunications equipment and related systems.• Providing subject matter expertise in all Telecom related projects to all business groups as needed. This includes initial assessments, planning, and implementation through to client sign-off.• CallPilot voicemail administration including auto-attendant, call routing, and voice menu services to meet business requirements.• Supported wired and wireless Polycom conference systems in meeting rooms.• Incidents and tasks tracked with BMC Remedy Incident Management software and HP Service Manager.

• Provided Internet, hardware, software, and peripheral support to customers on Windows and Mac workstations.• Administered and supported P.O.S. system, Televantage phone system, Fiery RIP, colour and black & white multifunction printers, and Internet and intranet connectivity.

• Provided computer network, hardware, software and peripheral support to business and residential customers.

• Administered the back-end IT infrastructure for two dissimilar corporations that shared network, hardware, and software resources. Servers were comprised of Windows 2000/2003, Linux, and UNIX based systems.• Performed a successful disaster recovery of the Microsoft Exchange mail databases after a serious RAID array hardware failure. The Exchange mail system was restored to normal operation and no customer email was lost.• Designed and implemented changes to the TCP/IP addressing scheme of the corporate networks improving ease of administration.• Consolidated multiple corporate Internet Domain names for both companies to a single registrar and Internet DNS names servers, simplifying DNS administration. • Implemented Veritas Backup Exec Server and corporate backup schedule.• Improved overall network and system security in numerous areas, improving reliability, predictability, and availability of resources.• Provided all levels of technical support to local and remote users in all business groups.• Provided telephone and onsite support to external corporate clients.

• Provided administration and support of all back-end servers as well as technical support to clients, business groups, and over 600 local and remote users.• Incidents and tasks tracked with BMC Remedy Incident Management Software.Domain Implementation• Initiated, planned, and implemented an NT domain infrastructure and other domain services and applications during a period of vibrant company growth.• Assisted with integration into a large multi-domain environment with sites connected via WAN links in various countries worldwide.• Planned and deployed a mini-library tape backup system and backup schedules encompassing all production back-end systems.• Deployed Norton Antivirus Corporate Server. Migrated all workstations to managed clients. SMS 2 Site Implementation• Deployed and administered a Microsoft SMS 2 site dramatically reducing administrative overhead and time typically required troubleshooting end-users.• Created, tested and deployed scripts and SMS packages to provide solutions for corporate-wide client configuration changes, software and security patch installations.MS Exchange Mail Rollout• A member of an Exchange rollout team that planned, tested, and deployed a MS Exchange mail site.• Provided ongoing administration and troubleshooting of MS Exchange servers, mailboxes, and distribution lists.Security• A member of the security team responsible for creating and ensuring compliance with IT corporate security policies and procedures.• Administered corporate ADP Payroll database and server as well as other secure application and storage servers.Windows 2000 Rollout• Acting in a lead role on the Win2K rollout team, successfully migrated all end-user workstations to Windows 2000 Pro.• Defined and implemented Operating System standards for base workstation Ghost images.• Implemented multicast Ghost server solution, increasing the efficiency of workstation rebuild times by 400% compared to previous efforts.

• Provided first and second level technical support for workstations, back-end services, and telephony for over 150 users.• Administration of NT domain servers including user, group, and resource management• Notified users of system related activities such as service outages and scheduled maintenance• Provided best practice training for end-users in the use of the network and IT resources.• Documented incidents and resolutions in help desk database.• Liaise with vendors and support representatives

• System and Network Administrator for corporate LAN consisting of NT4 servers, NT4, Win9x and Mac workstations, dedicated print servers and colour printer/copiers. • Facilitated installation of phone system (all wire runs, jacks, and phones), and all network cables in new location prior to company relocation.• Provided desktop support for all IT hardware and software resources.• Implemented and supported ISDN Internet connectivity and dialup remote access solution.