Joshua Lind Email & Phone Number

Ottawa, Ontario, Canada

Responsible for leading a team of Information Technology specialists supporting hybrid parliamentary events. Accountable for managing the team’s day-to-day operations, for ensuring the delivery and high standard of client service, and for collaborating effectively with senior management. - Overseeing the technical support of hybrid House of Commons Chamber and committee events- Management of tasks and scheduling for a team of 20+ employees- Providing daily progress reports and operational insight to partners and senior management- Building, sharing, and maintaining data trackers to record technical issues - Producing data-driven reports on issues related to electronic voting and simultaneous interpretation- Analyzing business, service, and operational needs to provide guidance, planning, and preparation- Handling sensitive escalations with high-profile clients- Communicating organizational priorities to team members - Collaborating with leaders and employees of other service departments- Clarifying information and ensuring that it is accepted and well-understood by all stakeholders- Identifying needs and providing support for team members- Interviewing and onboarding new employees- Managing employee relations and promoting positive workplace cultures- Creating, maintaining, organizing, and sharing information using Office 365

Ottawa, Ontario, Canada

Delivered client support services to Members of Parliament, House Officers, and House Administration Executives. Performed in-person management and support of all digital requests while communicating and coordinating with other departments to ensure efficiency and timeliness. Proactively evaluated client needs; planned and implemented solutions. Chief liaison between the Information Technology Ambassadors team and the ParlVoyage project for secure Members’ travel to high-risk destinations and events. - Coordinated project delivery, providing training and documentation, gathering feedback, providing recommendations, and developing and delivering results- Evaluated technical needs with a client focus, recommending optimal solutions within the organization’s constraints, and increasing understanding of standards and compliance requirements- Liaised with representatives from external suppliers including Apple, Cisco, HP, Microsoft, and Samsung while performing demonstrations of their technologies to clients- Ensured effective implementation of new technologies by training users and subsequently providing tailored on-site advice and support as the clients integrate the new tools into their processes- Acted as a primary interface between clients and other House service providers, and proactively building business and trust relationships with clients through regular in-office visits- Organized and performed orientation sessions with newly elected Members of Parliament, detailing, explaining, and representing practices and procedures, and configuring devices for first use while also providing training- Designed and managed the team’s Microsoft Teams, OneNote, and SharePoint Online environments- Contributed to Members’ Orientation Committee meetings, analyzing the experience of newly elected - Members of Parliament, making recommendations for delivery and process improvements- Acted as Escalation Manager and IT Ambassadors Supervisor

Ottawa, Ontario, Canada

Responsible for the direct provision of information technology expertise to Members of Parliament, their staff, House Officers, and employees of the House of Commons, Library of Parliament, and Senate.- Performed comprehensive desktop, laptop, and mobile device support including enterprise-environment Windows workstations, Apple and BlackBerry devices, multi-function network printers, RSA (SecurID) tokens, and other office automation and end user computing devices and software- Configured, diagnosed, and troubleshooted Office, Windows, and other software platforms- Used tools such as Active Directory, BlackBerry Enterprise Server, McAfee EMM, Registry Editor, SCCM, XenMobile, and Windows system logs to identify and resolve problems- Analyzed various IT issues to determine which required further research, escalation to other departments, and/or user coaching sessions - Responded to urgent support requests and explored remedial solutions and workarounds when permanent solutions were not immediately available - Collaborated and liaised with other teams to implement efficient client-side solutions using various problem-solving methodologies- Managed client expectations regarding the delivery of products and services- Controlled high-stress situations calmly and tactfully- Performed in-depth research and testing in laboratory and production environments - Collaborated, consulted, and created knowledgebase articles, technical manuals, training material, user guides, and other procedural documentation for clients and employees- Detected inconsistencies, issues, and gaps in practices and procedures, and contributed to changes by providing feedback and information to the Supervisor- Trained new employees on the department’s Standard Operating Procedure- Remained familiar with new devices, software, and technologies

Ottawa, Ontario, Canada

Responsible for supporting large business and enterprise clients with various technical requirements.- Performed technical support for hosted Microsoft Exchange and Office 365- Programmed scripts and supported On-Demand Contact Centre (ODCC) - Managed and supported Active Directory, DNS, and domains- Supported and troubleshooted Business Internet - DSL and fiber- Performed technical Support for various Software as a Service (SaaS) platforms:Content Delivery Network (CDN)Do Not Call (DNC) databaseHosted IP Voice (HIPV)Internet Protocol television (IPTV)Managed Infrastructure Service for Video (MISV)- Primary knowledgebase contributor- Led various process improvement projects