Ian Grey Email & Phone Number

Vaughan, Ontario, Canada

• Provided desktop, laptop, mobile and audio visual hardware support within predetermined SLAs between the business and I.T.• Diagnosed and resolve unique, nonrecurring problems associated with application software and operating systems• Proactively assessing the hardware requirements for OS upgrades (macOS and Windows) on workstations and mobile platforms (IOS and Android)• Created alternative method to imaging desktops, laptops and mobile endpoints• Worked with internal customers on a one-on-one basis regarding desktop, laptop, mobile and audio visual applications and service issues.• Maintained endpoint management and mobile device management platform (Manage Engine)• Created software packages for deployment to the end user community via Airwatch and Manage Engine.• Maintained inventory of installed software, managed software licensing and created policies and procedures for upgrades• Monitored and remediated OS and software vulnerabilities• Partnered with the IT Security team on a regular basis to collaborate on and support security initiatives that apply to all end points (Workstations and mobile platforms)• Worked with hardware and software vendors to verify timely product delivery and ensure that new equipment is catalogued in our asset management database (Service Now)• Analyzed and made recommendations for hardware and software standardization• Assisted in planning, documenting and implementing various infrastructure and business-related desktop projects (Office 365)• Created KBs that documented procedures, standards, configuration settings, installation sequences and back-out instructions • Second tier technical escalation point for Service Desk team

• Perform Windows Server OS troubleshooting and been involved in multiple technical projects including full active directory migrations.• Collaborate with various teams to come up with an optimal patching solution.• Tested and validate SCCM deployments following documented procedures.• Sent consistent and timely communications to business and IT stakeholders.• Worked with the global team to implement global frameworks to standardize tools, process and technologies.• Deployed over 900 workstations which included identifying machines older than 4 years, identifying current modern hardware specs and requirements. Deploying corporate Windows 10 operating system image and applications using Microsoft SCCM• Deployed a complete “follow me” secure print solution (Canon Uniflow) across Canada which involved staging a centralized print server with Microsoft SQL and 42 Canon floor standing printers resulting in reduce paper usage and cost• Part of project team that moved Canadian corporate WAN from a MPLS network solution to VPN network solution using 3rd party (Mission Control Open Systems) encryption and proxy. Resulting in increased bandwidth by 100% and zero cost increase• Moved Canadian offices from a Bell Mega Link phone system to a cloud-based VOIP phone system called Dialpad. This platform change effectively reduced telecommunications cost by 50 percent• Currently support 9 offices across Canada from a central office in Toronto using various tools such as RDP, VNC and various automation tools such as PowerShell• Lead internal IT team to implement SharePoint in conjunction with email as more effective way of FAQ documentation, IT announcements and fix documentation• Deployed corporate Citrix environment during a full forest active directory domain migration to minimize impact on business

Vaughan, Ontario, Canada

• Diagnosed and resolved network connectivity issues, printer problems and hardware failure while achieving and maintaining a 90% first contact resolution rate• Second level support to management and executive level staff• Tracked, maintained and escalated incoming tickets, service requests and change request in ITSM. Ensuring that a high level of service was maintained with a minimum of operational interruption• Performing extensive trouble-shooting in LAN and WAN environments and supporting client server systems.• Created technical guides covering topics such as reimaging used by operations staff to improve overall efficiency• Acted as a subject matter expert and provided hands-on technical training as part of a two-month nationwide rollout of enterprise inventory systems to 389 stores across Canada• Installed, repaired and configured hardware devices for over 200 users in 10 departments• Administered system security: created; deleted and modified user accounts as required• Reviewed pros and cons of hardware and software proposals for operations.

Toronto, Ontario, Canada

• Sorted and delivered packages to local recreation centers in the Scarborough area• Staged equipment for special events and summers camps• Setup and configured Audio-Visual equipment (projectors, TV’s etc.), for presentations.

Markham, Ontario, Canada

• Installed and repaired in-home high-speed data connections, Digital Subscriber Lines (DSL) and Internet desktop services• Performed troubleshooting of various technical issues including: no dial tone, static, crossed telephone lines and short circuit repairs• Maintained high level of customer service by completing an average of 6 assignments per day, with 0% need for repeat work• Demonstrated the highest level of professionalism and courtesy when interacting with clients on their premises

Toronto, Ontario, Canada

• Enforced and implemented program policies and procedures according to guidelines set by senior management.• Managed building maintenance staff of 12 to ensure building met applicable health and safety standards for public use.• Tracked, analyzed and reported to senior management, financial information including revenues, expenditures and sales• Processed client inquiries and applications for facility programs and services• Resolved on-site accidents and completed incident reports for senior management

Bachelor'S Degree, Information Technology

College Diploma, Computer Programming And Analysis