Devon Harris, Iaitam Champ Email & Phone Number

•Develop, track and accurately update asset registries, classes and categories. • Participate and contribute in various projects related to IT asset management. • Update and maintain the Configuration Management Database (CMDB) • Track, update and close asset related service requests within the agreed upon SLA • Participate in the development and maintenance of asset management policies, procedures, systems and measurements in order to manage the asset portfolio, identify risks, track costs and control adherence • Collaborate with IT infrastructure and service teams to determine trends in asset performance as well as gathering feedback for device satisfaction. • Assist in device selection and testing & work with vendors to test new hardware and develop standard testing methodologies for all new devices

● Maintain complete documentation of problem cause, impact and resolution for all calls received to improve operational efficiencies for Flynn and its 5000+ employees● Recorded problems into Zendesk ticket system regarding status, escalations, and closure. With an average of closing over 500 tickets per month● Escalate and issue alerts for problems representing a service impact to the various offices.● Resolve 90% of all incidents and requests without escalation● Configuration and support for Video Conference systems (Microsoft Teams Meeting Room Systems), necessary for closing sales opportunities.● Manage, and administer contracts for software and application services and products across the organization(e.g. Autodesk, Microsoft, products)● Manage a repository of applications, and issuing Requests for Proposal, Requests for Quote, and Invitations to Bid● Facilitate communication between Flynn and its providers to deliver software and applications according to plan and within budget, and to ensure licensing compliance.

 Maintain company support request mailbox for 500 plus users Maintain complete documentation of problem cause, impact and resolution for all calls received Escalate and issue alerts for problems representing a service impact to the various offices. Resolve 90% of all calls without escalation Monitoring and managing Active Directory Implemented Network Printer refresh Assistance with all Cisco WebEx relating to configuration, support  Travel to the various SOCAN offices within North America for support Configuring, maintenance and support of our vCenter (VMWare) environment Configuration and support for the Cisco Telepresence Management Systems (Video Conference systems) Configuration and support for laptop/mobile phone deployments Monitoring and maintaining Ivanti LANDesk Management Suite (Asset Management, Software Distribution and Packaging

 Completed the processing of application and system jobs on HP and Windows systems, including for MARIE, SOLO and Synergy systems.  Verified job logs for successful completion and, if necessary escalated errors to System Administrators, DBA’s and/or IT Application teams. Verified the sent/received backup tapes off-site for all SOCAN computer systems.  Updated IT Operations procedures and manuals.  Complete Access Request as determined by Service Level agreements.

Toronto, Canada Area

 Provided phone, desk side, email, and remote support to 1200+ Collectcorp employees in office and remotely from home. Recorded problems into the revelations helpdesk ticket tracking system regarding status, escalations and closure. With an average of closing over 300 tickets per month. Troubleshoot various hardware issues on PCs, Laptops and printers in a corporate environment. Setup new desktops using Symantec ghost with Windows XP/2000/Vista images. Coordinated escalations from the helpdesk team, to other support teams, as required