Ian D. Email & Phone Number

Kingston, Ontario, Canada

Kingston, Ontario, Canada

Kingston, Ontario

-Provide timely, professional, resolution to 1st and 2nd level support for desktop software and hardware issues-Diagnose, troubleshoot and maintain computer hardware and software; escalate to 2nd level where appropriate-Install, upgrade, configure computing hardware and software as defined by KGH policies and practices-Conduct follow-up activities and communications with customers, 1st level team members, 2nd and 3rd level support, and management-Maintain support knowledge of all software applications and hardware platforms supported by KGH Information Management-Set-up, maintain, and troubleshoot audio/video conference equipment-Responsible to effectively utilize 1st level support tools and resources, including the call tracking system, telephone system, asset management system, remote infrastructure monitoring systems (including desktop, network, system and application management), and other tools as required-Process computer access requests, including verification of appropriateness, ensure prerequisites have been met, complete request in accordance with departmental standard operating procedures-Ensure appropriate computer access is maintained and audited

Kingston, Ontario

Primary role as a member of a team providing clients with second tier support for workstations, peripherals, printers, and applications. Our unit helps support over 1 000 users, both locally and at remote sites across Eastern Ontario.

Kingston, Ontario

Primary duty was front-line response for technical issues. This involves answering phone calls and emails from clients and prioritizing work. Based on the issue, issue is handled by me (remotely or on-site, as required) or passed to other team member. Details regarding issue specifics/completed work/work to be performed/etc is logged into work ticket system.As part of primary duties, perform routine system and event monitoring using industry software. This includes monitoring of system event logs of servers and workstations as well as backup logs of all servers.Secondary duties have included assisting with the setup, configuration, and deployment of new network infrastructure; including servers, workstations, printers, and other equipment.

Kingston, On

-Provide client support to users using Windows XP and Vista-Responsible for administering network with Windows Small Business Server 2008-Testing virtualization options with Server 2008 using VMWare vSphere Hypervisor

Kingston, On

-Assessed, researched, resolved and maintained documentation related to support calls-Created and responded to work tickets related to user support through iET Workcenter-Updated how-to reference materials used by users on performing routine tasks-Maintained asset information through asset management system including equipment arrivals, transfers, repairs and disposal-Performed account management and maintenance, setting access privileges, carrying out backup functions, etc with Active Directory-Performed routine monitoring activities of systems and equipment performance through review of backup logs and security group audits-Provided support to users on the use of computers and related equipment/software

Kingston, On

-Installed / configured servers (Windows Server 2003 and VMWare ESX Server 3.5)-Assisted with asset life-cycling and data backup operations-Assisted with installation / configuration of various networking devices (including routers, switches, and other equipment)-Developed network map of servers / infrastructure equipment in Ontario Region-Performed client support as required

Diploma, Computer Networking And Technical Support

Graduated with Distinction

Courses Towards Bsci, Computing And Information Systems

Advanced Diploma, Computer Engineering Technology - Software Developer