Eric H. Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

• Project + Lifecycle Management - Responsible for the hardware and software lifecycle of all technology platforms that we support. Includes assessing existing hardware and handling growth, patching and update cycles, end-of-life decommissioning, testing new POC systems and recommending new platforms. Also includes end to end project management for new hardware deployments.• Hardware - Administrating multiple Enterprise compute and storage platforms (HP ProLiant, Lenovo ThinkSystem, Cisco UCS, Nutanix AHV, NetApp FAS, IBM Storwize), duties included providing elevated troubleshooting and support to Operations teams, working with vendor engineers for escalated cases, configuring and patching hardware, and full lifecycle support.• Virtualization - Administrating multiple virtualization platforms (VMWare ESX / vCenter / Aria / Skyline, Nutanix Prism Central / Element, Oracle PCA). Duties included deploying virtualization software to new hardware, patching and upgrade cycles, providing tier 3 support to Operations teams, working with vendor engineers for escalated cases, and deployment of OVA VM’s for end users.• Storage and Data Protection - Administrate multiple storage and data protection platforms (NetApp, CommVault, NetBackup). Setting up and allocating storage, creating and monitoring backup schedules, and handling one-off backups or restores as needed.• Documentation – Created a centralized, shared OneNote to cover all aspects of the Infrastructure role. Pages grouped by each technology platform, covering how to get support, troubleshooting docs, training, and a full “how-to” for every step of a product’s lifecycle (deploy new, patch and upgrade, decommission). Also consolidated existing mixed documents into the new central documentation.• On-Call - 24-hour handling of national escalations during on-call rotation, providing tier 3 support to Operations teams.

Calgary, Alberta, Canada

• Systems administration - monitoring, administration, and repair of Windows and Linux servers across numerous hardware platforms (HP, Sun, Oracle, IBM/Lenovo, Nutanix, NetApp, Cisco, VMWare). Extreme focus on strong analytical skills and rapid resolution, as a single outage can impact tens of thousands of users, or cascade into even larger issues. Extensive experience with numerous hardware monitoring platforms as well (Splunk, OpenNMS, vSure, HPOM, SCOM, OCUM).• Provisioning servers - completing service checklists and enable monitoring of new servers going into production.• DNS support - creating, modifying, and troubleshooting DNS records and zones.• User account creation - creating and granting permissions for new user accounts and groups, in LDAP, CFEngine, and Active Directory.• Technical writing - creating and updating documentation for the Server Operations Wiki pages. Creating “method of procedure” manuals for hardware repair change controls.• Vendor and inter-department support - working with 3rd party vendors and Shaw IT Infrastructure teams to coordinate repairs and support of their systems. Focus on providing exceptional customer service and building ongoing relationships with these teams.• On-Call - 24-hour handling of national escalations during on-call rotation.

Vancouver, British Columbia, Canada

• Customer service - provided direct and remote support to 3,000 employees in the Lower Mainland. This included troubleshooting software, repairing hardware, providing tutorials, Executive support, and working together with other departments and vendors. I focused on creating an excellent customer experience by being friendly and approachable, providing timely and thorough issue resolution, regular follow-up, and confirming that the customer is satisfied.• Hardware support - proactively image, deploy, and support hardware (2,000 desktops and laptops, 1,000 mobile phones and tablets, 65 network printers and plotters).• Software support - install and troubleshoot all supported software (Windows, Mac OS, Android, iOS, VPN, AutoCAD, Office, Adobe CS, custom department-specific software, and print queues).• Project management – handled long term projects such as Shaw sponsored events (Charity telethons, BC Mayoral conference, Board of Directors meetings), time-sensitive goals including VPN and mail server platform migrations, and large-scale OS deployments or software upgrades.• Networking - activate and troubleshoot network connections at all desks and network riser rooms, and support internal office Wi-Fi connectivity. Deploy and troubleshoot IP phones at all desks, and video conferencing hardware in meeting rooms.• On-Call - 24-hour handling of national escalations during on-call rotation.

Vancouver, British Columbia, Canada

• Researched and documented the needs of Engineering for a construction and scheduling database dealing with new housing developments. (New Development Tracker)• Created flowcharts, entity relationship diagrams, established a timeline with milestones, and gave progress update presentations to the Engineering group. • Developed the database from prototype to completion, with flexible, modular, well-documented code that could be added to easily as needs changed; and maintained by others in the future. The database was used by multiple Vancouver Engineering offices and went on to become a national tool.• Created a Power Supply upgrade database for Technical Operations to track and schedule the upgrades to our power supplies in preparation of launching Shaw Digital Phone.• Continued ongoing support, administration, and development of any requested updates for these databases.

Vancouver, British Columbia, Canada

• Handled technical escalations from provisioners and field installers. • Troubleshot and corrected broken work orders, as well as advanced troubleshooting of telephony hardware that failed to activate. • Made sure a customer would never be without E911 phone service if an installer encountered technical difficulties. • Identified and escalated digital phone outages to the appropriate incident resolution teams.

Vancouver, British Columbia, Canada

• Troubleshot customer internet and network connections over the phone. • Assisted customers with installing and configuring internet and network software, and setup of networking hardware. • Provided efficient, empathetic, and courteous customer service in a high-volume call center, with an emphasis on resolving all the customer’s needs in one call, including billing, television, or internet support. • Member of the Project-I advanced internet troubleshooting group, and HDTV support group.