Jason C Email and Phone Number

• Provide on-site desktop support for 125 users including Assistant Deputy Ministers Office• Planned and executed and maintained inventory, quarterly desktop/laptop/business machines refreshes.• Developed, planned, executed service improvements introducing self-service support options by utilizing existing infrastructure available with current partnerships• Further reduced idling tickets by implementing a 5 day SLA, 24 hour acknowledgement agreement with users• Provide technical consultations based on business and on-going needs and requirements within the branch.• Provided 24/7 server support, ensured server patches, and backups were performed on a daily basis.

 Provided satisfactory customer service to all ministry clients as well as Municipal, Provincial and Federal offices Complied with related data/technology/security standards and procedures Performed and/or arrange repairs to resolve operating problems, connectivity issues or hardware conflicts. Ensured that all policy guidelines are being followed as per the ITIL process and that S.L.A.’s are being met  Provided advice and guidance to clients on development of site/program specific systems, information needs, and evaluation of hardware/software requirements and options. Supported implementation of corporate applications, provide user training, and troubleshoot to resolve problems. Extensive user support on patching tool: Radia Quick to resolve problems given by fellow collages without escalation to tier 2

 Assisted in the Labour Market Development project merging federal employees into the provincial information technology infrastructure Implemented enhancements to the service desk by establishing secure encrypted communication  Provides systems analysis expertise, co-ordination and consulting.  Designed and Implemented patches to enhance system efficiency  Generated and analysed trends based from scheduled daily/weekly ad hoc reports Performed and/or arrange repairs to resolve operating problems, connectivity issues or hardware conflicts Assisted in the design of corporate application manuals, creation and execution of user training, incorporation of new knowledge records for help desk. Assigned as the liaison officer for OPS IT Service Desk and Service Canada IT.

 Design and executed deployment packages to minimize downtime, yet increase package implementation exposure  Provided multi tier support to ministry clients in IT not limited to hardware and software but also Active Directory(A.D) account creations, modifications and deletions Collaborated with other IT branches to relay capable resolutions at tier 1 are completed to minimize business interruptions with the ministry. Provided feedback to client obstacles and needs to enhance ministry efficiency. Ensuring uninterrupted operation of ministry hardware and software Coordinated and dispatched vendor of record for assistance in hardware replacement. Ensure that all policy guidelines are being followed as per the ITIL process and the established service level agreements are being met. Followed best practice policies, standards and guidelines for performance and maintenance Provided specialized technical expertise and coordination for network management