- Specialized in helping clients with Microsoft Teams migration and infrastructure administration - Physical server, SharePoint 365, Teams 365 and OneDrive migrations - Management of client accounts, services availability and alert notifications via Datto RMM - Microsoft 365 administration (AAD, Exchange, Teams, SharePoint) troubleshooting and support (GUI and PS) - Email security hardening via Barracuda (local appliance and CPL) and DNS DMARC, DKIM and SPF - Data backup support via Datto BCDR (local and cloud) - Network administration and management, firewall / switch firmware updating via local/remote - IT Glue documentation updating

- Customer service specialist in both remote and onsite IT support services.- Specialized in helping clients with Microsoft Teams migration and infrastructure administration.- Have worked with both cloud and hybrid environments (AD Sync)

Network Infrastructure, Servers and Hardware- Analyze system hardware and software and develop proactive technical solutions- Assist and maintain servers and network infrastructure to consistently reduce down time- Monitors network devices and servers health using industry tools- Deploy new server, hardware, and software as needed- Perform system backups and recovery- Install system software, patches and upgrades as required- Troubleshoot and repair network connectivity issues- Support networking plant equipmentCustomer Service- Provide superior day to day customer service and guidance to non technical users on site andremotely via phone and help desk system- Provide technical support and training to users as needed in software and in-house systems.- Identify, resolve, and track technical problems with a sense of urgency and ownership- Create user accounts and manage access levels based on Company policies- Partner with Human Resources on the set up and IT On Boarding of new employeesAdministration- Create tracking system and maintain documentation for operations, resolutions and software- Provide reporting to IT Manager on performance trend issues- Maintain inventory of Software Licensing

- Deploy, maintain and configure end user computers, including laptops, desktops, etc.- Provide end user support including helpdesk/desktop support responsibilities, including helpdesk requests, problem resolutions, and change management- Monitor the remote monitoring and management system alerts and notifications, and respondaccordingly through service tickets and support calls- Remote access solution support: VPN, Terminal Services, and Citrix- Provide technical support for local and remote users, including mobile devices, videoconferencing, etc.- Maintain inventory and track use and issuance of computer equipment- Develop and facilitate end user hardware and software training- Follow internal controls and company policies as set by Dorel Recreational/Leisure and jobfunction- Contribute to the success of Dorel Recreational/Leisure by leading or assisting with otherprojects and tasks as assigned- Perform technology upgrades, patching and migrations: Windows Server, Active Directory,Exchange, SQL, and Line-of-business applications- Perform Microsoft Windows network, Active Directory and Exchange administration- Monitor and maintain network performance and security- Perform physical / VM server builds as needed- Prepare and implement Office 365 deployment- Office 365 / OKTA Cloud Administration- Blue Coat packet shaper and Web Filter administration- PDQ package deployment / inventory and administration- VMware administration- Symantec Backup Exec administration- Google Apps for Business Anti-Spam / Postini administration- Printer deployment / administration- Adobe CC licensing / deployment / administration- LifeSize Videoconferencing- McAfee and Microsoft SCCM Forefront AV deployment and administration- ManageEngine OpManager inventory and alert administration- 3Com VOIP phone administration

- Supporting 40-50+ SMBs in the Toronto area (plus satellite offices) as their outsourced IT solution.- Issues normally regarding; MS Windows, MS Office, RAS, VPN and File & Printer Services, escalated by Level 1 analysts.- Daily evaluation of Server logs, backups, virus logs for errors and troubleshooting/escalation of issues to a senior technician.- ConnectWise used for entering in tickets, time and expense management.- Setting up and administering user accounts and system assets.- Loading software images on desktops, laptops, and servers including the configuration of applications.- Supporting the unique requirements of remote users.- Acquisition/installation of new hardware or exchange defective components on servers and desktops.

- Worked as a Senior level PC analyst assisting employees at 121 Bloor, regional and other national offices. - Specialized in Printer support; utilized Xerox applications for printer maintenance, network scanning and network setup / troubleshooting. - Created SMS adhoc reporting for both yearly PC upgrades and printer upgrade analysis.- Client based TCP/IP troubleshooting, configuration and analysis on a large Global network. - Global and Local Enterprise account administration. - Departmental File Server administration. - Blackberry troubleshooting and BES administration.- Enterprise printer administration and maintenance (server and local).- Corporate company PC roll-out analysis and implementation- Account login scripting- Worked with the business project management group for coming up with a solution for using, securing and migrating Canwest online documentation using Xerox Documentum.

Same functions as the Canwest position as Alliance Atlantis was purchased by them.

Senior Helpdesk Analyst: - Provided Senior Level II Global PC/Network Support to internal Nortel employees and call centre analysts. - Supported and trained new call centre agents in RAS, Exceed, Outlook and difficult calls. - Member of Team assisting Third level group with domain accounts, group file space administration and password resets using Enterprise Administrator and Securities Explorer. - Member of an AVERT (Anti-Virus Emergency Response Team) Tiger Team where proactive action was taken to find and make aware Nortel users with computers that have been deemed infected or with wide open shares on the Nortel network. - Provided Hotline Prime duties providing answers for other internal Nortel support groups regarding trouble tickets. Metrics Analyst: - Provided daily, weekly, monthly and adhoc reporting of data to all Team Leaders / Supervisors / Managers. - Prepared agents' statistics reports and graphs for performance reviews. - Backup Server Administrator for main call centre file server; maintained server permissions and agent folders. Backup Quality Analyst: - Analysis and governing of ticket rollbacks. - Random Agent ticket analysis to ensure a call centre baseline in quality routed tickets.