Provide levels 1, 2 and 3 desk side, remote and telephone end-user support for over 440 users across 3 cities/offices (Toronto, Montreal and New York City) for Mac/Windows workstations, peripherals, software and operating systems co-ordinated using BMC Remedy IT Service Management Suite/BMC Helix ITSM and Atlassian Halp Conversational Ticket System for Slack.• Microsoft Azure Active Directory administration (password resets, enable/disable user accounts in conjunction with Human Resources, moves between OUs and server permission modifications).• Specify, install, configure, network, maintain, setup, upgrade, diagnose, image, repair, test and prioritize to troubleshoot desktop and laptop computers, peripherals, and data projectors (Creston audio and video/board room setups, BlueJeans Video Conferencing, Cisco Webex video conferencing and online meetings, Google Meet videoconferencing, LogMeIn GoToMeeting, Microsoft Teams, Skype for Business, Tandberg Video conferencing and successfully introduced and rolled out Zoom Video Communications to company and Zoom expanded corporate wide during COVID-19 pandemic).• Jamf Pro/Cloud (the standard for Apple management) and Ivanti/LANDesk with Microsoft Endpoint Manager Admin Center (PC management and enrollment) software.• Managing users and plans/apps using Adobe Creative Cloud Admin Console and G Suite – Google Admin Console.• Move, add and delete (MAD) accounts/computers/ peripherals/software for Mac, Windows 10 and 11 operating systems.• Maintain and update asset management system.• Set up smartphones, including Apple iPhones and Samsung Galaxy smartphones. Installation of Avaya IP telephones, and Avaya Site Administration (extensions and voicemail).• Rotate server backup tapes daily and weekly. Simpana Administrative Console to maintain processes to secure tapes using Iron Mountain Canada.• IT lead for new hire onboarding. Supervise/mentor junior team members and interns.

Provide levels 1, 2 and 3 desk side, remote and telephone end-user support for Mac/Windows workstations, peripherals, software and operating systems for over 250 users across two buildings in a fast-paced, deadline-driven environment.• Receiving, prioritizing, documenting and resolving end-user and management service requests from WebHelpDesk/Gmail IT service request ticketing system.• Implemented migration of Information Technology hardware and software database from WebHelpDesk to custom FileMaker Pro database to custom in-house Oracle MySQL database (ITrack) and back to FileMaker Pro and now to a Google Collaborative document using Google G Suite by Google Cloud.• Brought software into licensing compliance by performing extensive hardware and software inventories.• Set up smartphones, including Apple iPhones, BlackBerries, Google Nexus and Samsung smartphones. Set up tablets including Apple iPads and Samsung tablets.• Installation of Cisco 7841 Unified IP phones and Cisco 7925 IP Wireless handsets.• Rotate UNIX and Linux based server backup tapes weekly; maintain processes to secure tapes.• Coordinate/supervise contractors for the installation, maintenance and systems refreshes.• Assist in assessing future hardware/software requirements/upgrades using multiple vendors/suppliers.• Coordinates hardware repairs, collaborating with service depots/providers the repair, shipping, and communication with their service department.• In conjunction with Human Resources and departmental managers, determine appropriate hardware and software for new associates. Setup/train/demonstrate Google G Suite by Google Cloud, DocketMax, server access, VPN access and intranet for new associates from client services, production to executives and stakeholders.• Supervise/mentor junior team members and interns.• Fulfilled two terms as worker member of Joint Health and Safety Committee, and part of evacuation team.