James W. Email & Phone Number

Toronto, Ontario, Canada

During my time at NMG I focused on modernizing the firm's global IT in every facet I could reach.• Built an entire Intune and Autopilot implementation from scratch. This Improved their new and repurposed PC hands on time from over 3 hours to 15 minutes.• Through a mixture of Intune and 365 Defender, took security compliancy from over 97% noncompliance to under 3% of devices needing review monthly.• Worked with global management and other skey stakeholders to build a repository of required and optional approved apps available for staff to either manually install through Company Portal, or automatically pushed via Intune.• Built custom user led tools to allow company approved software installations and upgrades through Microsoft Company Portal where Microsoft’s own tools did not support these processes natively.• Built Azure Virtual Desktop pooling systems that spanned multiple continents for all staff, utilizing FSLogix for seamless user profile availability for travelling staff and contractors.• Introduced and trained the team on ITGlue for documentation, dramatically improving time to find required information and time to resolution due to the many processes documents I created.• Worked with vendors local to various global offices and moved the offices from ISP provided or consumer grade routers to a complete Sophos XGS setup, introducing current and effective network security globally, with integrated reporting on all sites.• Worked with local vendors to install UPS’s on all sites where applicable, nullifying situations of lost productivity due to poor electrical service in many office locations.• Built cloud automation tools with both Power Automate and Zapier to assist with managing contractors, setting up staff, contract management, etc.• Most recently led the initial deployment of moving the company to Connectwise Automate and Screenconnect.• Lead procurement for new IT infrastructure and software purchasing for much of the global team.

Toronto, Ontario, Canada

With my years of experience using Connectwise products, I have modernized many aspects of their ticketing system, data synchronization between the services, and improved their documentation. I have also highlighted many other areas of improvement which were implemented or will complete implementation in the coming year, further improving the technicians’ abilities to service their customers to their fullest.With my strong customer focused approach to technical support, I have been able to pick up difficult issues and projects that were stuck in limbo and re-engage our customers. Rebuilding their interest and confidence in the work being done.Along with my roles in technical support and project management, I also worked with the 1st and 2nd Line technicians to assist with escalations and training on new technologies. Through this I have helped the team learn more advanced tools than in use before. They now are comfortable with using Powershell, Office 365 advanced admin functions, and Windows profile migrations amongst others.Technical Environment:• Connectwise (ticket management, remote Windows support)• Office 365• Azure (Hosting and AD)• Various on-prem Windows Server Environments• Datto (Cloud and Local backup solutions)• Windows XP to 11 local and remote support• macOS 10.6 to 11.0 local and remote support• Sophos network appliances• Application support covering all manner of desktop and server applications

Toronto, Ontario, Canada

Moved to Apogee following the aquisition of D-Tech Consulting. Experience and responsibilities were largely identicle.

Toronto, Canada Area

My role at D-tech cover many responsibilities servicing medium businesses to national non-profits.My day to day will have me tackling your usual issues including:- Various Windows Server Roles management (Active Directory, File and Print management, DNS, DHCP etc)- Desktop support- Office 365 management- Network Maintenance (performance checks, firmware upgrade scheduling, etc)- Documentation creation- Backup checkup and maintenance (BackupExec, Intronis, Baraccuda appliance)- Just about everything a staff member could call up IT forAlong with backup maintenance experience, I also have experience deploying backup solutions for Intronis and Barracuda appliances.Beyond these tasks, I frequesntly take on lead roles to deploy desktop solutions for our various clients, taking ownership from delivery of bare machines to fully configured solutions, ensuring the client is engaged through the process as to receive exactly what the need.Along with managing desktop deployment, I have found myself competent in deploying servers as well.My network experience covers many popular choices:- Sonicwall- Sophos- UbiquitiWhile the above may sound like it would keep the average IT tech busy, I also am responsible to do onsite and afterhours work for any client that would require it.I often find myself on the receiving end of a phone call when things have gone all sides of wrong, and I pride myself in communicating with them to the point that not only do they understand what's happening, but also exactly how we're going to make it better.

Whitely, United Kingdom

During my time with Specsavers I was selected within the first month to provide a focused service to the relatively undocumented HearCare business, due to my customer handling skills and enthusiasm for new and difficult tasks. With the creation of the team I developed processes to increase 1st call resolutions and improve store/corporate relations.I was a reliable source of knowledge for Sycle (CMS) and processes used by stores and colleagues. I was called upon by various parts of the business to clarify how Sycle should be used, and to determine if faults were user, or system based. My customer service experience allowed me to assist stores with understanding and embracing changes made to operational processes which in turn decreased the number of calls to the Service Desk by a large fraction.Being first in place to handle major incidents, I treated each incident as a project. Taking ownership of triage, organising the appropriate resources within the company, following through to resolution and reporting back to management.I administered hundreds of Windows based laptops across the country with tasks ranging from software installs, remote encryption, and OS maintenance. I would also receive laptops from our stores to diagnose and repair hardware and software faults that could not be remotely resolved.I am familiar with various aspects of data protection, and the concerns with sharing this information internationally. My role required me to work with health care patient data on a daily basis.I assisted the Optical side of our Service Desk. As this is largely Linux based I put in additional effort to ensure my knowledge was sufficient to support these stores effectively.

Portsmouth, United Kingdom

Worked towards modernizing the department's support of customer facing online servicesDiagnose technical faults and potential UI issuesDeveloped processes used by call center staff to resolve website issuesResponsible for department reports to managementProvided customer service and support of various products throughout employmentTrained Staff

Ingersoll, Ontario, Canada

Ensured final quality of engine builds for various GM SUVsMaintained working knowledge of frequently refined product designTrained staff