Gerald R. Email & Phone Number

Moncton, Nb, Ca

Ottawa, Ontario, Canada

Highlights:• Reduced IT support tickets by 10% through proactive log review and troubleshooting, leading to improved system efficiency and increased user satisfaction.• Maintained 99.9% uptime by optimizing network performance and resolving issues swiftly.• Enhanced security by enforcing compliance measures across servers, user accounts, and networks, mitigating data risks.• Increased team productivity by 30% through automation solutions that streamlined routine tasks.Key Responsibilities:• Ensured high-quality results by adhering to company standards, processes, and principles.• Enhanced network security through firewall and workstation vulnerability patching.• Effectively managed IT support tickets using the ITIL triage model to prioritize incidents.• Delivered customer-facing support for software, hardware, and connectivity issues.• Maintained Microsoft Exchange, Office 365, and email filtering (MX, SPF, DKIM, DMARC).• Administered Microsoft Active Directory, managing user accounts and Group Policies.• Resolved DNS issues, configured NTFS permissions, and managed folder structures.• Troubleshot workstations, including reboots, performance issues, and network drive mapping.• Managed mobile devices, VPN setups, and remote access configurations.• Confirmed client issue resolutions and escalated complex issues when necessary.• Documented technical applications, processes, and service ticket updates.• Assisted with user account management, including password resets and account unlocks.• Performed regular updates on Windows, drivers, and applications.• Configured printers and scanners, addressing Scan-to-Folder, Scan-to-Email, and driver issues.• Investigated spam and phishing emails, securing compromised accounts.• Maintained synchronized hybrid cloud environments and reviewed weekly threat reports.

Kingston, Jamaica

Highlights:• Directed a high-performing team, boosting client satisfaction by 25% and retention by 15% through proactive MSP solutions.• Reduced security risks by 60% with a comprehensive strategy including monitoring, patch management, audits, and training.• Maintained 98% uptime across 30+ servers and 300+ users, optimizing seamless operations and high productivity.• Led installations and updates for systems, network, phone, camera, and software licenses, ensuring consistent operational reliability.Key Responsibilities:• Recruited, trained, and managed IT staff, building a skilled and proactive team.• Guided team in delivering IT solutions aligned with company standards and client needs.• Monitored IT systems daily to ensure reliability, uptime, and efficient performance.• Evaluated IT initiatives and introduced new technologies to enhance service quality.• Developed policies and best practices to standardize and secure operations.• Conducted regular audits, identifying and addressing system vulnerabilities.• Oversaw system updates, upgrades, migrations, and outages within set timelines.• Installed and maintained servers, workstations, and network devices for high availability.• Managed LAN/WAN performance and quickly resolved connectivity issues.• Deployed and upgraded server, desktop, and laptop technologies as needed.• Implemented cybersecurity best practices, including patch management.• Managed Active Directory, handling user access, onboarding, and terminations.• Utilized Group Policy for streamlined policy and security management.• Provided customer-facing support for technical issues.• Coordinated with vendors and cross-functional teams to meet IT requirements.• Managed Microsoft 365, including email alerts and filtering (MX, SPF, DKIM, DMARC).• Developed data backup and disaster recovery procedures for continuity.• Created SOPs for secure tech usage, conducted vulnerability scans, and remediated threats.

Kingston, Jamaica

Highlights:• Designed and executed custom IT strategies that improved client operational efficiency, achieving significant cost savings and enhanced business performance.• Maintained a system uptime exceeding 90%, leading to a 20% boost in end-user productivity within six months by implementing proactive IT solutions.• Strengthened business continuity and security through comprehensive cybersecurity practices and disaster recovery planning.Key Responsibilities:• Advised clients on technology strategies to meet organizational objectives, developing IT roadmaps that supported long-term growth.• Implemented new technologies seamlessly to enhance productivity, minimize disruption, and improve system performance.• Provided responsive technical support to maintain functionality and address urgent client needs.• Evaluated and installed hardware, software, and operating systems for optimized system efficiency.• Trained staff on technology use, boosting operational proficiency and standardizing technology practices.• Collaborated with management to identify challenges, proposing IT solutions tailored to client needs.• Continuously reviewed and enhanced systems, delivering recommendations to drive improvement.• Developed cybersecurity protocols to protect client data, following NIST and GDPR standards.• Managed Active Directory, VMware, and Hyper-V environments for secure and efficient data center operations.• Conducted regular patch management and backups, safeguarding data and ensuring rapid recovery.• Identified and addressed risks and vulnerabilities within client networks to fortify security.• Created and customized applications to expand system functionality, meeting specific project needs.