Supervises, assigns, plans, coordinates, oversees and guides the daily work of Service Desk team civilian/military staff and contractors.Acts as senior/expert resource person for more junior staff on complex, recurring and broader issues and produces advice and guidance to clients on complex issues.Oversee request for service/incident generated and ensures that requests are prioritized and allocated.Analyze the nature and volume of incidents/requests, the number of successful resolutions and recommendations for any required corrective measures.Ensure client compliance with security policies and use of network standards.Knowledge of ITIL Foundation methods and practices, LAN/MAN/WAN and workstation systems, capacities, capabilities and requirements of a large variety of computer platforms and equipment, connectivity issues within and between sites and remote locations, capacity, configuration and use of operating systems, client service management and client service technical support, voice/data systems, operations upkeep, the roll out of enterprise software, and systems that support problem/incident management.Maintenance of communication equipment such as routers, switches, remote access, and servers.Create baselines, reports, analysis, on PC networking and equipment and provide recommendations for efficiency and future growth.Responsible for asset management for all PC hardware, software, and all technological equipment.

On a team of 5 PC Technicians provide onsite user-friendly IT solutions and training for staff, faculty and students while following MHC’s policies and best practices.Operating in a help desk environment to provide computer and technical equipment support through phone, e-mail and remote desktop services for both Medicine Hat and Brooks campus’s. Install, test and troubleshoot network cabling and ports through MHC campus using both software and hardware support tools such as ping, telnet, traceroute and cable hardware diagnostic tools.Deploy and configure new PC’s and classroom equipment in learning environments and PC labs such as projectors, smartboards, and education software to support a positive learning experience for faculty and students alike. Provide detailed and organized documentation for day-to-day activities, updates and issue/solution details for service calls using BMC Track-It! Software.Remote into PC and MAC clients using Remote Desktop and Remote Assistance to troubleshoot issues quickly and effectively.Provide front line service problem solving for all MHC students for access and training to their online accounts and e-mail, and troubleshooting of their equipment such as laptops, smartphones and tablets for access to MHC’s PC infrastructure and network. Restore and maintain all library’s 15+ public laptops and 5 mobile devices in adherence to IT securities and policies.

Provided leadership, direction, support and training to a team of 8 technicians in 3 separate branches operating in Medicine Hat, Lethbridge and Calgary to provide exceptional customer service to TRS Officeware’s 2000+ client base.Implemented a performance service reward system to the team of technicians by providing free meals, gift cards or a technician of month plaque when technicians went above and beyond or delivered excellent service to customer base.Scheduled and organized weekly team building meetings through skype to ensure communication took place between all technicians for policy updates and tips and tricks between technicians to continually improve our services.Maintained and operated TRS’s service department within a monthly budget of approximately $12,000 per branch by constant evaluations of technician effectiveness and demand/usage of inventory levels of parts, toner, tools and supplies for the entire TRS customer base.Performance evaluated on average of 40+ service calls received through service dispatch on a daily basis on status and updates to verify for accuracy on technician time, cost and usage of supplies. Provided weekly reports to stakeholders of TRS Officeware on current technician demand and effectiveness, supply and demand of customers and new market trends for the continuous improvement of customer service. Build productive relationships with suppliers and vendors such as Konica Minolta to facilitate warranty repairs, receive updates on new equipment releases, maintenance of supplies and parts, and schedule training sessions for technicians.Provide phone and/or on-site technical support to technicians on complex issues that they were unable to diagnose and resolve themselves. Met with the company sales team on a daily basis to provide accurate information about new technologies, best equipment to install per customer, training, and updates on new market trends and on how they would benefit on increasing sales.

Analyzed, designed, developed, implemented, maintained protection and support of a wide range of PC networks and infrastructures for a variety of clients ranging from small business to enterprise. Supported over 1200 users with accounts, computer, and printer issues via troubleshooting or submission of remedy tickets.Developed network topology diagrams for both physical and logical topologies for both new and existing clients using with Microsoft Visio or Solarwinds Network Topology Mapper. Collaborate closely with clients, stakeholders and partners to understand and advocate for PC network and IT solutions to ensure a simplified end-user experience which resulted in both positive and time efficient results.Provided detailed documentation of all TRS customer base for PC network and infrastructure configurations, IP’s, settings, inventory, software licenses, users and related information.Performed systems administration for 15+ clients on their organizational servers running either Windows Server 2008/2012r2 or Mac OS server 10.x, including administering system-level security procedures, established and maintained 50+ users' accounts, assigned file permissions and regulate password and account policies.Monitored both TRS/customer PC infrastructures using either Lithium/Solarwinds software suites with logs and event viewer in order to provide a proactive approach to resolving issues.Set up and configured firewalls, VLANs, routers, access points and switches with SonicWALL products incorporating various routing protocols such as OSPF.Experience in using virtualization software for both servers and workstations to meet client needs to reduce downtime or to meet client need for a compatible software. This software includes VMware and Parallels in either a Windows, Mac or Linux environment. Developed site specific Disaster Recovery plans for Network and PC Hardware for both TRS internally and for over 20+ clients/customers.

Performed daily site surveys for customer base to provide the Sales team with recommendations on what equipment works best with each customer.Tested and evaluated new software and firmware to verify field usability prior to installation and if approved, prepared them for deployment with documentation on an effective and efficient deployment. Installed, configured new printers and MFP’s sold to customers which includes printer driver install and configuration, scan to e-mail setups, scan to folder (SMB), or etc., depending on customer requirements. Performed field technician services for PCs, Networks and MFPs by conducting client site visits to minimize customer downtime in multiple centers such as Medicine Hat, Brooks, Lethbridge, Calgary, Blairmore, etc.Repaired on average 4 PC’s, laptops, iMacs, MacBooks, and MacPros daily while following TRS Officeware’s and Apple’s guidelines. Ordered parts and supplies from detailed catalogs to service and repair all supported equipment from TRS Officeware which ranged from, PC’s, Laptops, printers, scanners, MFP’s, Fax machines, shredders, mail equipment, etc. Diagnosed, repaired or replaced complex circuit boards with the aid of electronic wiring diagrams or schematics.