Joel Samson Email & Phone Number

Ottawa, Ontario, Canada

Play a crucial role in managing and maintaining the IT infrastructure.A lateral move from the Support field, which involves a deep engagement with the Windows Operating System, Group Policy Objects (GPOs), and deployment tools like Microsoft System Center Configuration Manager (SCCM). Key responsibilities include:• Overseeing the installation, configuration, and maintenance of Windows OS across various workstations for the entire department. • Designing, implementing, and managing GPOs to control the environment of user and computer accounts. • This involves creating policies for software installation, network resources, and system settings to enhance operational efficiency and security.• Utilizing SCCM for the deployment of software updates, patches, and new applications. • The role requires expertise in creating deployment strategies that minimize disruption and ensure consistency across all systems.• Ensuring that all workstations comply with the Government of Canada’s IT security standards. • This includes regular system audits, updates, and adherence to best practices in cybersecurity.• Although a move away from a primary support role, the position still involves providing advanced technical support to third level technicians (Technical Specialists) unable to resolve the issues without the need for a change on the ISED system image.• This includes problem-solving complex issues and providing guidance to the support teams when needed.• Working closely with other IT support teams, stakeholders, and departmental staff to ensure seamless IT operations. Effective communication skills are essential for this role.• Continuous Learning and Adaptation: Staying updated with the latest technologies and trends in IT, especially those relevant to government operations and Windows OS.

Ottawa, Canada Area

• Third level Desktop Support and Infrastructure Operation/Escalations.• Work on a project bases to resolve issues based on complexity level and priority.• Last line of support internally before escalating issues externally to partner departments and teams (SSC, Engineering, etc.)• Work alongside of Windows Engineers to recommend patches and changes to the ISED system image.• Created, managed, and pushed software collections through SCCM.• Dealt with uncommon issues identified by Service Desk (Level 1) and On-site Support (Level 2).• Tested patches and fixes in Windows VMs before implementation to Production Environment.• Modify and manage group memberships, Active Directory OU’s, and GPO's.• Technical Contact of: Video Conferencing Systems, MagicInfo, GCSRA, Citrix and RAS Servers, AD management, ISED Wi-Fi, SurfaceHubs, Print Servers, etc.• Assisted with both the Windows 10 rollout from Windows 7 simultaneously with the rollout of GCSRA to all Business Units.• Assisted in the Microsoft SurfaceHub Project and Surface Tablet deployment all to Business Units across the CIO was also the primary contact for the ISED Wi-Fi redesign project "Tiger Team".• Provide technical troubleshooting advice and guidance to On-site Support and Service Desk Analysts as a Senior Analyst.• Review upcoming changes with CIO Service Management to approve or deny their implementation to the production environment.

Ottawa, Canada Area

• On-call resource for incidents or problems in relation to the National Payments Systems.• Provide first and second level technical support (troubleshoot) to the end-user community (internal and external customer base) via telephone, email, remote access and tickets,• Follow-up on client problems (i.e. financial institutions, Payments Canada employees).• Prepare reports outlining the results of the activities and recommendations for improvement.• Work with multiple IT teams to set and manage priorities and resolve issues.• Incident and Problem management - Invoking Incident Management process for incidents that cannot be resolved within the team by escalating to other on-call resources.• Reset of payment accounts in TSO (IBM’s z/OS) & RSA web applications while following Payments Canada security policies• Helped maintain a multi domain, multi-site active directory environment, using tools such as "ADUC: Active Directory Users and Computers"• Participate with any on-site requirements. Setting up workstations, imaging devices, pushing software collections, installing applications, printer toners and boardroom setups, etc.• Participate as a team member to ensure operational readiness of new system deployments or system enhancements • Execute routine checklists and daily operational procedures in support of Canada nationwide payment systems, to validate system functionality and batch process completion (backups, scheduled tasks, reports, health & system checks, etc.)• Real-time monitoring of critical system components; payment systems/applications, mainframes, servers, networks & Incident records• Supported many Microsoft environments including Windows 7, Windows 10, Microsoft Office suite, etc,• Supported SaaS Solutions, such as Google G-Suit, Okta and BetterCloud for Businesses.• Handled over 50 emails/requests daily and additional duties as required

235 Queen, Ottawa, Ontario

• Provided L1 and L2 technical support to ISED via telephone, email, remote access and tickets,• Maintain composure and patience in face of difficult client situations,• Handled 20+ inbound calls daily through the automated VOIP system, • Analyzed and troubleshooted software, PKI Key, hardware and domain related issues,• Supported all Microsoft environments including Windows 7, Microsoft Office suite, etc,• Worked with Active Directory to manage user profiles, reset passwords, unlock accounts, etc,• Analyzed problems and forwarded tickets to their appropriate teams for escalations,• Worked collaboratively with the internal and outposted “IT Technical Services Onsite” team to provide first point of contact (FCR) solutions to clients.• Assisted in the rollout of GCSRA (Government of Canada Secure Remote Access) and GCDocs (Government of Canada Documents) tools and provided Data Management services.• Handled over 150 emails/requests daily as a part of the Email/Request Management team maintaining a 98% actioned response within 24 hours.• Provided a single point of contact where ISED employees can request technical assistance or request technical changes to accounts, operations, procurement's, setups, etc.• Handled many IT Service Desk special projects in assisting with special need analyst and troubleshooting.

Ottawa, Canada Area

• Skilled in building, installing, maintaining, repairing, and supporting office IT equipment,• Excellent troubleshooting and diagnostic abilities on all platforms, (Linux, Windows, etc),• Maintained constant up to date logs and inventory of equipment and repair status,• SME (L2) - Contact for L1 Technicians requiring future assistance on troubleshooting issues,• Acting Team-Lead for aggressive on-site difficulties or system outages, including managing upfronts on the phones, and guiding the service desk on procedural policies for resolution,• Managed onboarding for new employees, handled their technical training, development and assessment to the “National Service Desk” line,• Assist in conducting interviews, development of training material, manuals, and user guides,• Performed quality assurance by reviewing ticket resolution information for new trainees, to ensure that the incidence is indeed resolved and the associated information is accurate.• Checked active incidents and historic tickets against service levels and performed escalations and sent notifications to affected stakeholders.• Used a problem “Known Error Database” (Confluence) to resolve incidents at first point of contact.• Other technical end user assistance includes password reset for a variety of applications; troubleshoot BB devices and ETI account issues. • Logged, tracked and escalated problems and requests using an enterprise class IT Service Management tool (HP Service Manager – SM7, IBM Enterprise Control Desk – ECD, and the Bell Service Delivery Portal – SDP for the Email Transformation Initiative – ETI)

Ottawa, Canada Area

• Provided thorough L1 technical support to SSC via telephone, email, remote access and tickets,• Maintain composure and patience in face of difficult customer situations,• Handled 30+ inbound calls and 30+ outbound calls daily through the VOIP system, • Analyzed and troubleshoot software, PKI Key, hardware and domain related issues,• Supported all Microsoft environments including Windows 7, Microsoft Office suite, etc,• Worked with Active Directory to manage user profiles, reset passwords, unlock accounts, • Analyzed problems and forwarded tickets to their appropriate departments for escalations,• Used a problem “Known Error Database” (Confluence) to resolve incidents at first point of contact,• Demonstrated leadership capabilities through training of IT best practices, first-call resolutions,• Checked active incidents and historic tickets against service levels and performed escalations and sent notifications to affected stakeholders.• Logged, tracked and escalated problems and requests using an enterprise class IT Service Management tool (HP Service Manager – SM7, IBM Enterprise Control Desk – ECD, and the Bell Service Delivery Portal – SDP for the Email Transformation Initiative – ETI)

Ottawa, Canada Area

• Audited corporate clients for contract matching,• Handled contract and service corrections,• Handled NOC patch management services, • Installed and configured corporate network policies,• Contacted corporate clients for helpdesk/helpline support,• Secured and updated remote networks through managed workplace services.

Ottawa, Canada Area

• Setup internal network and servers for software development and testing.• Bug and issue fixes on custom software owned by the bank.•Develop custom PHP/HTML based web applications for employers.• Tested and analysed patches for applications to roll out to production stage.• Secured exploits and vulnerabilities from Bank of Canada Website. (i.e script injections)• Helped and supported company staff through front desk support with any ITS issues.

Ottawa, Canada Area

• Analyzed data from company database as a freelance worker,• Organized and analyzed data for better, more usable information and understanding,• Data entry for both in-office and online work to construct a usable database for clients.

Ottawa, Canada Area

• Setup, secured and maintained company network and servers,• Organized and analyzed data in company SQL database for better and more stable use, • Setup bar-coding system for company inventory, counting and connecting inventory to database for more simple and efficient inventory management,• Fixed devices such as iPhones, laptops, desktops, and Android phones as a device technician (i.e screen replacement, unlocks, jailbreaks, custom kernel and software development),• Helped and answered customer’s questions through front desk phone support.

Gatineau, Quebec

• Designed and built a leading 24/7 gaming cloud environment,• Managed all server areas including; design, build, maintenance and operations functions on a project basis (i.e. building an automatic payment system for customers),• Analyzed website data to determine client interests and provide enhanced features and server upgrades,• Partnered with a host to build a robust, scalable platform to support hundreds of simultaneous players• Recruited a team to support the continuous operation of the environment• Setup and maintained SQL databases for website and platforms

Kanata, Ontario

• Analyzed customer data from Siebel customer database and used MS Excel and PowerPoint to present findings to sales and marketing managers • Analyzed computer system problems• Installed and configured software products• Configured hardware systems• Assisted in onsite system installation

Gatineau, Quebec

• Analyzed computer system problems• Researched technical solutions• Installed and configured software products• Built and configured hardware systems• Assisted in onsite system installation• Managed customer storefront

Ontario College Diploma, Computer Systems Technician

High School, Ontario Secondary School Diploma

Education record