Proficient with implementation, support and administration of vMware vSphere, ESXi, Active Directory, Exchange server, 365, DNS, DHCP, Server Migrations, XenCenter, Hyper-V, network support, Meraki switches.

• Interacted daily with IT team bringing to resolution any major incidents within the global IT environment documented within the Remedy ticketing system.• Over $250K annual cost savings achieved with transition of SSL server certificates to new vendor, initial 1300 grew to over 2100 SSL certificates due to vendor consolidation, increased confidence and ease of use. • Assisted with the implementation of Follow the Sun support model for global IT incident management resulting in 65% reduction of regional off hours work.• Implemented scheduled metrics reporting to show all work accomplished by outsourced support companies which allowed management to view service level agreement accomplishments / shortfalls.

Collaborate with multiple support teams for prompt and complete resolution of problems assigned from data centres within the Canada and Latin America regions. (CANLA). Provide day to day support of servers across the region (O/S, backup, anti-virus, security, etc). Management and creation of Active Directory security groups and group policies. Configuration of systems according to industry best practices. Manage, oversee and implement best practices in terms of system administration for company. Manage and lead special projects as required. Manage and support regional teams with level 3 technical support.

• Implemented Bridge Trak help desk ticketing system to effectively support customer sites and increase team productivity. Provided help desk training to all employees to increase effectiveness and efficiency. Managed, supervised and trained network administration and help desk teams in prompt and satisfactory support of over 450 users in multiple global sites, of which 75 were remote sales staff. IT survey sent out semi-annually to improve customer satisfaction and provide optimal support.• Ensured effective communication of corporate teams on all IT projects and initiatives for the business unit so they were understood and met. This allowed smoother implementations and prevented any misunderstanding of expectations.• Implemented procedures to increase productivity and effectiveness of networking team with daily tasks. Created documentation for build processes, including VM servers, SAN volumes and servers, Citrix installation and many other “how to” documents specific to the IT environment, this allowed for rapid implementation of many technologies. Ensured adequate and accurate IT inventory, procured at best price point available.• Conducted, as needed, conversations with employees to help resolve conflicts or concerns individually and within the team, this helped to create a positive and productive work environment

Implemented process improvements. Ensured all backend systems functioned properly. Trained end users on new IT processes. Established procedures for back-up and recovery. Resolve routine operating problems and coordinate the resolution of more complex issues. Install new or enhanced applications and/or hardware; assist in the installation of servers. Maintain accurate records, prioritize work and analyse problems to develop effective solutions and provide technical direction to less senior staff. Complete all hardware and software ordering for IT.