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.
• 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.
• Virtualization - Administrating multiple virtualization platforms (VMWare ESX / vCenter / Aria / Skyline, Nutanix Prism Central / Element, Oracle PCA). Duties included deploying virtualization software to new hardware.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.
• 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.