Edriane Moreno Email & Phone Number

Canada

Melbourne, Victoria, Australia

Calgary, Alberta, Canada

- Oversee day-to-day operation of the Service Desk- Foster a positive and collaborative team environment- Conduct regular meetings with team members to discuss goals, updates, and challenges- Support professional development of team members through coaching and mentoring- Ensure timely and efficient resolution of tickets- Monitor ticket queue to manage workload distribution among team members- Conduct periodic quality assurance reviews of tickets and interactions- Facilitate communication between the service desk and other teams. - Handle escalated tickets directly to ensure timely and satisfactory resolution

Calgary, Alberta, Canada

Calgary, Alberta, Canada

- Provide an escalation point for Tier 1/2 technicians- Subject Matter Expert for the following topics - Windows Active Directory, Azure AD, Microsoft 365 - Fortinet, Ubiquiti, and Aruba Switching and Routing - Vmware and Hyper-V virtualization - Dell/HP Chassis management - Datto RMM and BCDR- Create and provide training sessions for Tier 1/2 technicians- Create and maintain documentation on processes, client environments, and systems - Execute escalated tickets to ensure timely and satisfactory resolution- Meet and exceed ticket KPI's

Calgary, Alberta, Canada

IT professional specializing in network, server, and cloud service administration with 5+ years of consulting experience. Strong ability to achieve success through developed communication, teamwork, and leadership skills. Recognized for building strong customer relations, and quick resolution times.- Troubleshoot and complete escalated tickets from Tier I & Tier II technicians - Audit client environments to monitor client health and create recommendations based on findings- Collaborate with other departments on developing new standard operating procedures, workflows, and policies- Evaluate Team technical skills and provide training to further enhance their abilities- Create documentation and educational presentations for team members and end-users- Monitor Team health through bi-weekly one-on-one and weekly team meetings- Motivate team, set goals, and expectations- Participate in a rotating on-call schedule

Calgary, Alberta, Canada

Manage and maintain IT infrastructure for several clients simultaneously, providing IT support and services as part of a team. - Windows Server Administration (2003, 2008, 2012, 2016, 2019)- Maintain and design Fortinet High Availability Clusters- Maintain Hyper-V and ESXi Clusters- Manage Microsoft Active Directory, and Exchange in enterprise and small to large environments- Design, test and deploy Group Policies, network shares, and applications- Deploy and maintain Dell and Fortinet Switches, Routers, and Access Points- Install and maintain Line of Business applications such as Microsoft NAV, Sage 50/300, Quickbooks, Kroll, TPS, CaseWare, PMS Software, etc.- Disaster Recovery in scenarios of environmental, hardware failure, and ransomware- Monitor Server and Backup health- Document and maintain client knowledge bases- Deploy and configure website hosting, certificate requests and installations - Participate in a rotating on-call schedule