Jordan Tremblay-Mclean Email & Phone Number

Brampton, Ontario, Canada

Reporting to the Director of Managed Services, responsibilities include working on the department’s budget, projects, metrics, KPIs and managing the day-to-day activities and responsibilities of our Advanced Technical Services team.• Supervise, mentor, and lead a team of seven Advanced Technical Services (ATS) Support Specialists’. This includes daily service tickets, projects, approving timesheets, ticket reviews, provide ongoing feedback, participating in quarterly and annual performance evaluations.• Present the status reports and department dashboards to the executive leadership team on a monthly basis.• Review the Managed Services P&L, departmental budget, KPIs, metrics.• CSAT scores are reviewed to ensure department meets our company goals while maintaining an acceptable level of service for our clients.• Provide technical guidance for Microsoft related technologies, hypervisor technologies, remote access solutions and various line of business (LOB) applications.• Create, maintain, and enforce standards/procedures for implementing technical solutions.• Maintain currency of education in emerging technologies.

Brampton, Ontario, Canada

Reporting to the Advanced Technical Services Manager, responsibilities include providing technical assistance to team members and clients, with system and network requests, as well as managing the activities andresponsibilities of a team of Advanced Technical Services Support Specialists.• Manage, lead, and work on large scale projects. This typically includes creating SOWs, SOSs and SLAs/SLO. • Manage a team of eight Advanced Technical Services (ATS) Support Specialists’. This includes daily service tickets, escalations, projects, and approving timesheets.• Attend leadership meetings to better coordinate and align business and technical decisions.• Review and act on departmental metrics and KPI reports/dashboards hosted in PowerBi.• Create or review Post Incident Report (PIR) for any major outages that have occurred with our clients. • Conduct performance evaluations, provide mentorship and develop training programs to develop and refine the skills of the team.• Continually seek opportunities to increase client satisfaction and deepen client relationships• Participate in the 24/7 on-call rotation as an escalation point for our NOC team.

Brampton, Ontario

Reporting to the Advanced Technical Services Manager, responsibilities include handling critical tickets and high visibility issues for clients. Work on improving IT Weapons' internal infrastructure and doing research and development.• Work on complicated and critical issues affecting clients that are longstanding or have high visibility within their organization.• Creating and updating documentation on our infrastructure, standard operating procedures and technologies.• Working with various vendors to troubleshoot complex or unique issues affecting IT Weapons or our client’s environments.• Perform R&D on various different technologies in the industry and improve our existing infrastructure as well as update or innovate our processes and procedures.• In a weekly rotation being on call as an escalation point for our NOC team.

Brampton, Ontario, Canada

Reporting to the Service Desk Team Leads, responsibilities include providing technical support to multiple clients, supporting clients on-site, working Network Operations Center (NOC) and generating monthly reports.• Provide Service Desk support to various clients that include configuration and repair of desktops, laptops, software, printers, scanners, fax machines, servers, phone systems and network.• Representing IT Weapons on-site at multiple client offices and providing in person support.• Tasked with working the NOC rotation which actively monitors servers and networks of multiple clients as well as provide 24 x 7 support.• Working on a daily basis with various products like Citrix, VMware, Windows, ShoreTel, Cisco, etc.• Responsible for completing monthly infrastructure reports for multiple clients.

Mississauga, Ontario

Reporting into the Director of IT, responsibilities include providing technical support to all end users of PASI while improving and maintaining the IT infrastructure of the organization. Responsible for researching, testing, purchasing, deploying and documenting new hardware/software as required. • Responsible for installing, configuring, managing and troubleshooting highly redundant and efficient virtual environments (vSphere / ESXi 5.0 - 5.5)• Representing IT on the ISO Security Committee to help the company receive ISO2700 certification • Information security management (asset management, system hardening/patching/auditing, log monitoring, and endpoint protection), and disaster recovery management (system redundancy, backups, and disaster recovery testing)• Design, implementation and management of the Active Directory and Group Policies • Implement and manage all database systems including creation of custom queries and reporting

Guelph,On

Reporting into the Network Administrator, responsibilities include providing technical support to 600 users across the North American Division of Tiger Drylac• Liaised with CEO and CIO to improve IT processes across the North American facilities • Set up a new customer service call center and temporary customer service facility• Key administrator for the company wide Alcatel phone system and Bix system• Created and managed a database for inventory for the North American Division of Tiger Drylac• Provided Service Desk / IT Operations services that include setup, configuration and repair of desktops, laptops, printers, scanners, fax machines, switches, servers, access points and phone systems

Mississauga

Reporting to the Manager of Infrastructure, Retail Network and Support, my responsibilities included providing support to the Bell and Virgin corporate stores across Canada• Troubleshoot on and off site network issues• Provided 24/7 on call support for any network related issues during holidays• Assisted with configuration of switches and routers for new store operations• Imaged media machines and added content for in-store use• Maintained inventory of routers, switches and hubs in storage