John Young Email & Phone Number

London, Ontario, Canada

• Lead, managed & mentored the Service Delivery Team
• Customer on-boarding, managing and monitoring SLAs
• Extensively involved with an IT Projects team in a Data Center refresh project: gathered live optics, reviewed proposals, gave recommendation for purchase, configuration and setup of new hardware (HPE Alletra) as well.
• Other projects include Server rebuilds (Lenovo ThinkSystem and Dell), network rack cleanups, phone migration for a large organization from traditional PBX to Microsoft Teams.
• Maintained existing Data Center Infrastructure (Pivot3 HCI) by doing regular server maintenance; replacing failed NVMe drives, rebuilding storage arrays, rebuilding OS of HCI software, etc. Performed a full disaster.
• Successfully created and implemented a laptop and user deployment process in a law firm, with 300+ users and 100+ applications, for user account, laptop deployment, application installs, etc., for all new hires and.

Ingersoll, Ontario

• Effective IT Support in a laptop/desktop environment for 60+ onsite and remote employees, meeting all SLA requirements.
• Successfully transitioned staff to work remotely due to Covid-19 pandemic.
• Achieved cost savings implementing an IT Asset Management system for the company.
• Optimization of entire network (and collection of insightful statistics) through administration of a PRTG Network Monitoring system with over 2000+ probes.

Ingersoll, Ontario, Canada

• Effective support for NorthStar-CIS systems for billing, metering, and customer service staff across multiple utilities with meter to cash processes including billing exceptions, meter changes, etc.
• Conducting database queries delivering client reports on billings and meter data statistics, etc. used for either internal reporting/changes or as per customer request.
• Managed the IESO MDMR Sync request and response process for multiple utilities, to detect system and customer errors, these statistics on errors are then reported back in order to improve processes.
• Providing essential training/support for new Customer Service employees at Water/Wastewater in Oxford County.

London, Canada Area

• Led the oversight of 100,000+ smart meters using cellular and mesh technologies in enterprise data collections systems, customer needs, technical support and conference calls.
• Significantly reduced costs through the creation of an IESO MDM/R file sync process, which reduced 100+ accounts every month with uncollected revenue down to single digits. This platform was then used for other.
• Developed an online bug tracking sheet to allow for better communication between Development and the operations teams where no system existed previously, which resulted in bugs being fixed before the customer noticed.
• Reviewed and improved existing processes for my department in order to make it more functional resulting in time and cost savings, and also to obtain ISO/IEC 27001 certification.

London, Canada Area

Customer Service, Training, User Acceptance Testing