Ken Lowden Email & Phone Number

Brampton, Ontario, Canada

Providing professional IT leadership for 9 Technicians.Supervising and directing the operations of projects and supportServing as a vCIO for multiple clients, providing expert guidance in IT infrastructure and guidanceProviding IT management for over 150 companies, consisting of more than 2000 end pointsBuilding Servers as well as creating virtual servers in both Hyper-V and VMwareProviding after hours and emergency supportResolution of customer disputes as well as escalationsSupport for over 50 programs from various industries

Mount Forest, Ontario, Canada

Provided IT leadership, one-on-one reviews, guidance and accountability.Created and updated SOP databaseProvided professional vCIO services for multiple clientsProviding customer resolution for any escalationsScheduling Technicians for projects, onsite and remote service calls.Create reports and provide analysis to Owners, on deliverables, billing & receivables as well as performance indicators.Developing and implementing SLAs while managing and directing agents utilizing performance metrics, statistical analysis and feedback, to ensure acceptable customer relations

Guelph

▪ IT procurement as well as contract negotiations of both hardware, software, and service contracts, while maintaining departmental budgets ▪ Support of Laptops, Desktop Computers, Servers, RF scanners, and other peripherals including printers ▪ Maintaining felicities and working with Joint Health and safety▪ Analyzing hardware and license requirements for budgeting and forecasting for a national organization

Toronto, Canada Area

• Active Directory Administrator• Network trouble shooting and repair• Hardware and software support• System Upgrades• Antivirus Administration

Brampton, Ontario

Providing home users with support of• Network installation, trouble shooting and repair• Hardware and software support• System Upgrades• Data recovery• Virus removal and System Tuning

Provided support for over 50,000 users on multiple systems and platforms and designed and provided reports for management from various systems to provide insight into the performance of departments.Managing an in house team of 5 helpdesk agents as well as 30 offshore 3rd party agents.Provide support for end users, executives and sales (via phones, remote support utilities, email and in person).Management of over 50,000 users in Active DirectoryCreated system images for deployment of new hardwareTelephony support on both POTS and VOIPWorked with Director of IT to maintain KPI’s as well as mentor staffTraveled to India to train a 3rd party outsourced helpdesk