• Manage and support IT Support and SOC teams• Accountable for the successful delivery of all managed services offerings• Assist in the continuous innovation of product and service offerings• Provide hands-on assistance to clients and internal teams• Develop support processes based on client expectations and deliverables• Evaluate and develop new strategies and tools to continuously improve managed services• Automate and refine existing processes to optimize effectiveness• Provide ad-hoc consulting services as required• Senior escalation contact for all technical and client related matters• Oversee the service and tool deployments from vendors and ensure optimized functionality and effectiveness• Develop SLAs and internal reporting to support KPIs

Responsible for leading and executing the technical design, planning, deployment and maintenance of all Infrastructure services needed to achieve the Foundation’s goals. Collaborate with leaders across the Technology and Cybersecurity teams to develop andmaintain an IT infrastructure plan that supports organizational needs for existing and future Infrastructure services. Direct the assessment and communicate the risks associated with IT infrastructure-related investments and purchases.Responsible for the technical architecture, delivery, operations and support of the Infrastructure services, ensuring Mastercard Foundation’s technology posture is reliable, secure and fiscally sound.Supervise recruitment, development and retention, of all Infrastructure Team Members in accordance with Foundation objectives and policies.Accountable for defining technical requirements for new IT infrastructure and security implementations and communicate them to the stakeholders. Participate in business case justifications and cost/benefit analyses for IT infrastructure spending and initiatives.Ensure continuous delivery of technical services through the oversight of service level agreements with our internal team and external partners and monitoring of systems, programs, security, and equipment performance.Define and communicate corporate procedures, policies, and standards for the organization for acquiring, implementing, and operating all infrastructure and security technology.

Manage all aspects of the Network and Telecommunications team in providing a consistently dependable, responsive and supportable corporate network and telecommunications environment using best practices and processes.Provide strong leadership, guidance, development and direction to the collaborative team of Administrators and Analysts.Manage work schedules, performance reviews and training and provide off-hours support and backup for the team.Ensure the proper placement, installation and maintenance of the network and telecommunications infrastructure at all distribution centres. Oversee the network processes and procedures ensuring the stable operation and efficient performance of company networks. Plan for, measure and report on process/procedural improvements.Act as the point of escalation to troubleshoot and resolve incidents and problems.Oversee the integration of new projects into the Network and Telecommunications environments.Prepare and achieve capital and operational budgets for Network and Telecommunications.Participate on the Change Advisory Board.Availability to provide off-hour support and backup for the team.

Responsible for 3rd tier support and design/deployment of Intel based server components (HPe Blade & Rack, Dell Rack) and enterprise applications (Microsoft Active Directory, Microsoft Exchange, Windows File & Print services) running on a variety of operating systems (Windows, Linux, VMware).Lead IT infrastructure projects related to server upgrades, installations, decommissions, contributing to other IT related infrastructure projects as required. Sets priorities on some tasks and makes decisions related to tasks assigned and may assign work to other Administrators and Analysts.Ensure the stability and security of all applicable infrastructure components through standardized incident and problem management processes.Identify and implement new technologies to maintain service capacity and delivery capabilities.Cross train the other members of the team in new systems to ensure appropriate support backup.Analyze and resolve process difficulties in dealing with software/hardware requests.Monitor and maintain backup and recovery services for business continuity and data protection.Extensive knowledge and experience with all areas of support towards supporting a wider list of IT services off-hours (ie. Database, Network, Application, SAN Storage Arrays, Operational, etc.)Mentors, coaches, and provides feedback to other administrators and analyst roles taking initiative of their own work and frequently oversees tasks/work of others.Fills in for Technical Support Manager where needed as determined by Technical Support Manager.

Maintain and support over 600 servers of various Microsoft, Linux, and VMware operating system platforms and their underlying physical platform components while providing backup support to server applications team for enterprise application incident and service handling. Tier 2 incident handler on call 24x7x365 for Linux/VMware infrastructure.Responsible for the day to day expert support and maintenance of Intel based server components (HPe Blade & Rack, Dell Rack) and enterprise applications (Microsoft Active Directory, Microsoft Exchange, Windows File & Print services) running on a variety of operating systems (Windows, Linux, VMware).Perform hardware and software installations, configurations, and upgrade to new and existing server and application components.Ensure the stability and security of all applicable infrastructure components through standardized incident and problem management processes.Cross train the other members of the team in new systems to ensure appropriate support backup.Analyze and resolve process difficulties in dealing with software/hardware requests.Monitor and maintain backup and recovery services for business continuity and data protection.

Administer Cisco Ethernet switched enterprise wired and wireless internetworks across multiple Canadian sites, enterprise perimeter security (CheckPoint Firewall & VPN Edge, McAfee IPS); Novell File, DNS, and DHCP cluster nodes and services. Liaise with third party security partners for ongoing enterprise security posture, auditing, and analysis. Tier 2 incident handler on call 24x7x365 for all production network services.Assist in implementing, maintaining, and documenting network hardware, software, configuration environments of switching and routing hardware including support of all related internet protocols.Provide hardware and software support for Novell eDirectory, file and print services. Assist with the maintaining and monitoring of backup and recovery policies and procedures of file services and equipment.Resolve incidents/problems pertaining to all network related services on a timely basis using ITIL processes. Use available diagnostic tools to troubleshoot and resolve Network related incidents.Work with third party support organizations to support outsourced network infrastructure.Provide input into network, directory and file services design and tuning.

Provides front line support services to corporate customers for IT-related incident management and service requests.Responds to incoming call and MIS tickets for incidents and service requests.Maintains and monitors incident/problem/service request tickets and facilitates the restoration of normal operational service to customers for hardware, software, application and printer support.Ensures that tickets have been assigned to support staff for resolution and follow up when problems are escalated.Reports on how problems were handled; if they were resolved satisfactorily; user satisfaction and problem trends.Provides administration of the Service Desk ITSM tool, and delivery of triage + troubleshooting basic technical issues, user training and education on technology devices and services as needed.Coach and mentor Junior Service Desk Analysts as needed.

Provides front line support services to corporate customers for IT-related incident management and service requests.Responds to incoming call and MIS tickets for incidents and service requests.Maintains and monitors incident/problem/service request tickets and facilitates the restoration of normal operational service to customers for hardware, software, application and printer support.Ensures that tickets have been assigned to support staff for resolution and follow up when problems are escalated.Reports on how problems were handled; if they were resolved satisfactorily; user satisfaction and problem trends.Provides administration of the Service Desk ITSM tool, and delivery of triage + troubleshooting basic technical issues, user training and education on technology devices and services as needed.

Provide front-line support to Home Hardware Dealer/Owners for product inquiries, special orders, and vendor sourcing. Assist with new vendor and product onboarding and preparations for semi-annual market deals. Service dealers and vendors at semi-annual markets to facilitate sales and tabulate orders.

Collect, tabulate, and analyze injection quality control findings.Interpret results and compare to metrics to chart and illustrate areas of concern of success.Create reports and presentations for senior management executives used in customer presentations.General administrative support and other duties as required.Provide relief support for quality inspectors to ensure continuous inspection flow of goods.

General office duties to assist in the smooth operation of the department including process charting, presentations, errands, engineering drawing cataloging and liaising with Honda of Canada Mfg., with regard to new model parts development, special rush delivery of new model and prototype car parts, planning and organizing new model parts delivery and pickup for New Model Technician evaluation and process creation for production.Attend leadership meetings to interpret and create materials for executive presentations used in customer proposals and reviews.Provide relief support for production floor workstations as needed to ensure continuous production flow of goods.Joint Health & Safety Committee representative, performing safety assessments of various work areas and ensuring documentation and safety standards are being followed, monitoring and replenishing first aid supplies as needed and collating incident logs for safety inspection technician review.Other administrative tasks as required.

Plastic injection mold machine operator for various Honda of Canada Mfg. car parts such as glove box, center console, license plate cover, side-skirt, spoiler, etc.Ensure quality standards are met for fit and finish (texture, colour, size, function) during production while keeping a neat and tidy workplace.Provide relief support for other production areas as necessary based on manufacturing demands.

Operating and maintaining industrial floor cleaning/scrubbing machine to ensure production floor is clean and free of debris, dust, and contaminants that would impact product quality.Fabrication and welding repairs to production parts racks and jigs as needed.Inspection and replacement of air filtration roof unit filters, and cleaning of paint waterfall capture equipment.Monitor and replenish parts inventory for seamless operation of repairs and fabrication.General building repairs and maintenance as needed (i.e. painting, insulating, cleaning, lighting, water testing, etc.) with the use of aerial boom and scissor lifts for work at heights.Safe collection, storage, and disposal of solvents and industrial chemicals used in the production of product throughout the production facility.Safety inspection for fire suppression systems.Custodial responsibilities throughout the production facility and office environment as needed.Provide relief support for other production areas as necessary based on manufacturing demands.

Cleaned out chicken barns with tractors and shovels/scrapers across various company owned farms. Pressure washed and sanitized barns and general maintenance of farm equipment and property. Prepare barns for new batch of chickens and unload chicks from hatchery delivery truck. Occasional chicken and turkey catching when needed.

Disassembled scrap metal objects such as motors, light poles, everyday consumer products, then sorted by metal type for recycling. Bagged kindling firewood for roadside sale.