Dylan Walker Email & Phone Number

Toronto, Ontario, Canada

• Take ownership of all service requests, issue categorization, issue information gathering; respond to service requests and resolve in a timely manner; when necessary, take appropriate escalation steps to internal members or external support• Ensure execution of onboarding process (hardware procurement, software installation, user account setup, SharePoint Training, New Staff Security training) and execute access management to ensure appropriate role-based security access is applied and documented• Ensure proper hardening of end user endpoints following approved guidelines; installation of approved security tools and mitigating controls• Execute, support and escalate vulnerability management processes to secure FP Canada information assets• Ensure proper training of users for FP Canada line of business software; including security onboarding training and awareness of acceptable use policies• Ensure execution of offboarding processes to ensure appropriate removal of access to FP Canada systems• Liaise with Director, IS and Managed Service Provider (MSP) to execute planned system, network and security related implementations and improvements • Ensure timely review of Quarterly Health Checks for system and security related patches/improvements and access management issues• Facilitate end-user hardware upgrades and software security patches/releases; liaise with Director, IS on prioritization when necessary• Primary contact for the procurement of end user hardware (e.g., laptops, monitors etc.)• Apply knowledge of Active Directory, Microsoft Office 365, Microsoft Exchange, SharePoint 365, Aptify CRM concepts to solve problems.

Toronto, Ontario, Canada

RESPONSIBILITIES:• Ensure the proper working order of all approved end user laptop/desktop applications and hardware – including all meeting room equipment• Ensure appropriate access rights for FP Canada™ Services (SharePoint, Exchange)• Responsible for FP Canada mobile phone management, set up and troubleshooting• Provide support for phone system to ensure reliable service for FP Canada and outside users• Lead IT onboarding process for all new staff as set out in IT onboarding checklist• Ensure all staff are properly trained based on current approved FP Canada Security Policies, FP Canada approved software (Microsoft Applications, etc.)• Provide first level support for server/network related issues and escalate accordingly• Provide first level support for all FP Canada line of business software (Aptify, Microsoft Dynamics etc.)• Primary internal technical contact for external network support consultants• Primary Office 365 Administration for SharePoint and Exchange• Maintain and organize inventory of all hardware and software• Support all network related services Active Directory, IIS to ensure effective utilization throughout FP Canada.• Execute FP Canada Internal Audit checklist on an annual basis• Ensure proper server hardware and software configuration. Determine causes of problems and identify potential solution/resolution. Support Windows systems administration, questions end user issues, setup and troubleshooting.• Monitor automated backup and anti-virus/malware systems problem solving and solution identification.• Ensure proper network/infrastructure documentation is up to date as changes arise

Toronto, Ontario, Canada

RESPONSIBILITIES:• Support Active Directory, Exchange, IIS and SharePoint to ensure effective utilization throughout FPSC.• Ensure proper server hardware and software configuration. Determine causes of problems and identify potential solution/resolution.• Support Windows systems administration, questions end user issues, setup and troubleshooting.• Assist with LAN / WAN maintenance, backup, security, problem solving and solution identification. Source pricing and arrange for purchase of hardware and software with appropriate approval.• Responsible for Blackberry purchase, set up and troubleshooting of issues and problems. Support for phone system to ensure reliable service for FPSC and outside users.• Provide Sharepoint administrative support.• Provide support to the Manager, Information Systems in writing specifications for changes to our CRM and online services.• Participate in creating test scenarios and user testing sessions and deal with first level CRM issues, escalating to the IT Manager when appropriate.

Compiling detailed documentation via ticketing system on how to solve issues and to install applications (averaging 30 tickets a day)Tier 1 support on configuration & usage for Microsoft Office 2003Troubleshooting, support, installation, replacement and configuration of desktop and laptop computer hardware componentsmultiple office support - National Help Desk covering 11 different offices including Vancouver, Calgary, Edmonton, Saskatoon, Regina, London, Kitchener-Waterloo, Guelph, Toronto, Markham, Montréal,Remote support including after hours support of worldwide clients with troubleshooting of their hardware and softwareProvided support for all applications in the office - Many of these applications are department specificInstallation, configuration and software support for Windows 2000/XP Professional, Office 2000/XP/2003Configuration, support and troubleshooting of Blackberry handheld devices Series 8700 – 9700 including backup/restore of contacts, mail and activation on BESConfiguration, support and troubleshooting of printers and scannersProjects2009 – 2011 - Succession of Blackberry upgrade projects for Series 8700, 9000, 9700 devices.2009 - Firm wide desktop hardware upgrade and deployment from Dell Optiplex 745 to 780 – reimage PC’s and backup/restore to new machines2011 - Server upgrades and Lotus Notes profile migration to new servers2011 - XP to Windows 7 migration project

General Arts & Sciences

Education record

Electrical program O.S.S.D electrical major

History, Political Science