Jason Duncan Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Calgary, Alberta, Canada

• Responsible for sales activity for main and secondary product line of products• Meetings with clients to ascertain their needs (phone, video calls, in person)• Keep up to date on emerging technologies relating to business needs • Track sales activity through a customer management software program• Create quotes for customers in a timely manner• Follow up on referrals from current customers• Create list of equipment needed to order and send to office staff for order completion• Participate in daily sales updates and weekly sales meetings• Handle customer complaints and invoice disputes• 6 month coaching: “Business Development Skills for Technical Experts”• Provide over the phone, remote access, and onsite support to multiple clients• Monitor, assign, and participate in daily tickets• Liaison between clients and technical team• Lead weekly technical meetings• Provide sales support for clients• Research, purchase, and image/set up new desktops and laptops• Set up, configure, and support peripherals• Window 10 support and troubleshooting• Track issues through ticketing system• Update client documentation and knowledge base

Calgary, Canada Area

• Contract IT Support for Calgary office and remote users• Primary contact for all IT related issues and vendor relations• Responsible for all mobility-related matters• Research and recommend standard computer hardware for the company• Assist with setting up a remote location for visual and audio presentation• Investigate, test locally and internationally, and recommend VPN options for the company• Arrange for, configure, and troubleshoot work from home solutions for the entire Calgary office• Perform in-person head office, remote users (local and international), and onsite home support and troubleshooting• Troubleshoot A/V system and co-ordinate with vendors to improve and upgrade systems• Co-ordinate support with Calgary MSP and international support teams to streamline operations and escalate issues• Work very closely with all levels (technological proficiency and position in the company) of end-users • Support and troubleshoot M-Files document management system• Work closely with executive assistants with office reorganization• Monitor and administrate quarantined and phishing emails• Solely responsible for onboarding and offboarding staff• Assist with the acquisition of international IT assets and data• Create documentation and hardware inventory from scratch• Review and verify invoices from multiple vendors• Take part in weekly IT update meetings• Configure, test, and manage Varonis server notification software• Perform user-health check-ins during work from home time• Co-ordinate with building and external contractors for office space improvements• Provide IT department updates at company quarterly meeting • Other IT duties as required

Calgary, Canada Area

• Primary IT support for Canada operations• Mobility support and bill management• Collaborate with US IT team to streamline operations and reduce costs and inefficiencies• Evaluate and reorganize mobility account resulting in a $14,000 per month savings• Repeated vendor negotiations covering mobility, print services, and wire-line and internet services• Provide head office and field desk-side support as well as remote support to all field locations• Documentation creation for support team and end users• Citrix support and troubleshooting• Co-lead transition project with email migration, network upgrades, and user education• Track phone calls, emails, and desk-side requests through Service Desk Plus ticketing system

• Tier 2/3 support • Co-ordinate monthly help desk visits to Calgary R&D facility• Project lead for 12 location, $150,000 Cisco VoIP implementations (site visits/recommendations, vendor communication, quote negotiations, scheduling with field bases and office resources, onsite implementation, testing and training for VoIP system)• Set up, monitor and verify backups of Cisco VoIP system• Application support for head office and field locations• Documentation for tier 1/tier 2 support and end users to facilitate streamlined installation, use, and support of applications and infrastructure• Mobility support for company (BES, Blackberry, Samsung cell phones, Samsung smartphones, Apple IPhones)• Assist in international office change over and implementation (Norway)• Conduct weekly health check and application updates on Geoscout server• Troubleshooting and administrating Windows XP, Windows 7, Windows 8, Microsoft Office 2007/2010, Server 2003/2008/2012, Ricoh printers, copiers, and MFP’s, HP desktop, network printers and HP plotters• Track phone calls, emails, and desk side requests through Service Desk Plus ticketing system

• Primary onsite analyst for Cisco VoIP environment• Primary analyst for administrating print server• Implemented secure “Follow You” printing solution• Tier 2 support for IT infrastructure department• Implementation of Cisco VoIP infrastructure at head office and field locations and training of end users on new system (desk side and documentation)• Mobility support for company (BES, Blackberry, Samsung cell phones)• Troubleshooting Windows XP, Windows 7, Windows 8, Microsoft Office 2007/2010, Server 2003/2008, Ricoh printers, copiers, and MFP’s, HP desktop, network printers and HP plotters• Track phone calls, emails, and desk side requests through Service Desk Express ticketing system

• Monitor and administrate server environment• Deal with ESX and VM’s • Conduct monthly health checks and Windows and VM patching for server environment• Primary analyst for administrating print server• Track phone calls, emails, and desk side requests through Service Desk Express ticketing system

Calgary, Canada Area

• Tier 1 support for head office and field base locations in Canada, USA, Algeria, and rotational staff• Provide documentation for other help desk analysts and end users to facilitate more effective and efficient use of programs and troubleshooting steps• Provide rotational on call 24/7 support• Troubleshooting Windows XP, Microsoft Office 2003/2007, Server 2003, Ricoh, HP, Canon printers and plotters• Track phone calls, emails, and desk side requests through Service Desk Express ticketing system

Calgary, Canada Area

• Provide support for 9 client sites across Calgary ranging from 4-75 users, including Windows XP, Vista Business, Office 2003 and 2007, Cisco VPN, , McAfee, Symantec, and Trend Micro Anti Virus, Adobe Acrobat, Quickbooks, Server 2000, 2003 SBS, Active Directory, Exchange 2003, and Symantec Back Up Exec• Worked extensively with Active Directory and Exchange 2003 account creations, modifications, deletions, permissions• Hardware break/fix and troubleshooting for laptops, desktops, VoIP phones, printers, fax machines, photocopiers and networking gear • Building and testing of desktop and laptop images and related software for multiple hardware types and models • Maintain software and hardware inventory control and asset management system• Creation and updating of documentation• Primary IT Support for each of the 9 clients

Calgary, Canada/ Kurdistan Northern Iraq

• Provided rotational IT onsite and desk side support in Kurdistan, Northern Iraq• Supported 4 locations including 2 remote sites supporting 2 servers and VPN• Responsible for troubleshooting hardware and software issues for 55 Expatriate and local users • Responsible for maintaining, troubleshooting and maintaining network including VPN, WAN/LAN, client servers, active directory, and MS Exchange 2003• Supported of 5 satellite systems• Monitored office/residence/remote site infrastructures and data backup • Worked with local and international satellite, mobile, and hardware vendors to improve and maintain environments• Provided remote and on-site maintenance and monitoring of field site infrastructure• Create and update process and procedural documentation and instruction • Primary IT Support for all users

Calgary, Canada Area

• Provided helpdesk and desk side support for 60-6000 users in all levels of staff including senior level management and executives • Clients included Westjet Airlines, Enerflex, Alliance Pipelines, Saxon Energy Services, and Western Zagros• Used Remedy ticketing system to track all break/fix issues• Provided technical support for Microsoft Server 2003 Enterprise, Exchange 2003, Active Directory, Windows 2000, XP Pro, Blackberry and Motorola smartphones, Oil and Gas Applications, Data backup monitoring and troubleshooting, Hardware and Software troubleshooting and repair, VPN and Citrix use and troubleshooting• Worked extensively with Active Directory and Exchange 2003 account creations, modifications, deletions, permissions• Worked extensively with Dell hardware at Westjet and Enerflex and with HP hardware at Alliance Pipeline, Western Oil Sands, and Saxon Energy• Provided warranty/break/fix and servers hardware builds/testing/troubleshooting for several clients