• Consistently met or exceeded customer expectations in response quality, timeliness, and overall experience.• Managed infrastructure using Infrastructure as Code (IaC) on Azure, AWS, and GCP, employing Git version control and CI/CD pipelines.• Conducted troubleshooting, collected necessary diagnostics, and documented issues for escalation.• Created and reviewed technical knowledge articles for use by customers and Support Engineers.• Managed and supported Windows Server environments (2012/2012r2/2016/2019/2022) in VMware ESXi cloud, Exchange 2008r2, and Microsoft 365 Online, along with various cloud technologies (Azure, Google Cloud, AWS).• Managed new account setups in Active Directory and Office 365 using PowerShell scripting. Ensured system security and protection from breaches or viruses using CrowdStrike and Mimecast email gateway solutions.• Performed SSO integrations and new app registrations in Azure cloud for Dev teams and third-party vendors using SAML, OIDC, OAuth2, link-based, and passwordless authentication.• Supported post-SSO integration with role-based access, SCIM provisioning, and group ID claims.• Monitored Jira ticketing system for incoming requests and provided end-user support via Slack.• Created change requests for offshore teams to execute during downtime for major releases and changes.• Managed certificate renewal using the DigiCert platform.• Managed daily requests and tickets using Jira Ticketing System, applying ITSM principles such as change management, incident management, and service request management.• Utilized Microsoft technologies, Google Meetings, and Google Workspace for team collaboration and project management.• Maintained documentation on projects, implemented technologies, and training materials for end- users using Atlassian cloud technologies.• Managed vendor relationships to source new technologies and products.

• Manage and support Windows Server environment, Windows server 2012/2012r2/2016/2019/2022, in VMware ESXi cloud, exchange 2008r2 and Microsoft 365 online Along with various cloud (Azure, Rackspace, and AWS) technologies.• New accounts set up in active directory and office 365 management using power-shell scripting.• Ensure systems are secure and protected from breaches, Malware, and viruses using Crowd Strike/Mimecast Email gateway and ManageEngine security solutions.• Server patch management including configuring, monitoring, upgrading, and maintaining systems hardware, software, and related infrastructure on-premises and in the cloud.• Mobile device management using Apple Business manager, Samsung Knox with IBM Mass 360 MDM solutions, Microsoft Intune endpoint manager, and Manage Engine MDM solutions.• Ensure system backups using Veeam, iLand technologies backup, and HPE, Buffalo SAN technologies.• Monitor VOIP and PBX servers for their functionalities using Mitel Director and ShoreTel Hardware.• Training new staff on new technologies and equipment.• Manage daily requests and tickets using ManageEngine Helpdesk System.• Manage Windows Endpoints using ManageEngine Desktop Central and PDQ deploy.• Upgraded the organization to windows 10 and office 365 to increase end-user productivity.• Utilized Microsoft technologies, Zoom, and SharePoint to manage ongoing projects with a team of 10 IT Consultants.• Manage vendor relationships to source new technologies and products.• Manage negotiations of new contracts and re-negotiate old contracts to get better ROI on dollar value.

• Manage and support Windows Server environment, Windows server 2012/2012r2/2016, Vmware ESXi cloud, exchange 2008r2 and office 365 online.• Designed and implemented Amazon connect call center in AWS for redundancy and business continuity communications• New accounts set up in active directory and office 365 management using power-shell scripting.• Ensure systems are secure and protected from breaches or viruses using Sonic wall firewalls/Barracuda Email gateway and Arctic Wolf solutions.• Server patch management including configuring, monitoring, upgrading and maintaining systems hardware, software, and related infrastructure.• Mobile device management using Apple DEP and IBM Mass 360 MDM solutions.• Training new staff on new technologies and equipment.• Ensure system backups using Veeam, Datto, and various SAN technologies.• Monitor VOIP and PBX servers for their functionalities using Enghouse system technologies.• Performed merger and acquisition of two large healthcare organizations.• Trained and managed a team of two IT Support Technicians, acted as the point of escalation for infrastructure issues.• Assigned as the IT Lead to build the state-of-the-art dementia care center in Oakville, Patty’s Place – a branch of Acclaim Health.

• Troubleshoot system performance in absence of the IT Director ensuring technical and supportcontrol efficiency.• Documented all inquiry activities in the appropriate ticketing reporting system.• Provides support for remote desktop connections, peer to peer file sharing and otherapplications associated with remote IT assistance.• Administered repairs, upgrades and completed configuration of PC's and related peripherals.• Made outbound service calls to resolve customer problems and inquires, including but notlimited to tech support and account information.• Maintain and support systems, workstations, mobile devices, printers and peripherals; respondto user service requests; and resolve trouble tickets. Ensure system security for desktop, mobileand cloud environments.

•Served as the first point of contact for customers seeking technical assistance over the phone or email.•Performed remote troubleshooting through diagnostic techniques and pertinent questions.•Determined the best solution based on the issue and details provided by customers.•Provided accurate information on IT products and services•Recorded events and problems and their resolution in ticketing system.•Follow-up and updated customers on status and information of equipment repair.•Pass on any feedback or suggestions by customers to the appropriate internal team.•Identified and suggested possible improvements on procedures and customer relation management.