Kevin Tong Email and Phone Number

• Provided exceptional IT support during the pandemic with remote technologies• Rapidly adjusted operations to accommodate remote working and associated difficulties• Advised users on the benefits of MFA to increase information security• Collaborated with Infrastructure team on modernization projects

• Provide IT services to 1000 employees in offices across Canada and worldwide• Triages tickets in the queue based on business impact and assign accordingly• Rebuilt and configured MDT and WDS server, reducing deployment time of computers• Halted a successful phishing attack, preventing further financial loss• Work with the DevOps team to troubleshoot problems related to cloud services and to increase automation• Setup NAS and perform backups of user files• Deploy printers and networking at event venues for WE Day• Manage user accounts in Active Directory and Azure Active Directory• Troubleshoot and repair laptops and mobile phones• Diagnoses network problems and escalate to network administrator as needed• Performs maintenance and troubleshooting of printer issues• Increased information security by spearheading the rollout of MFA by educating staff and writing documentation• Researched and tested Autopilot and Intune for rollout to reduce manpower needed to provision devices• Resolved a network outage caused by a VM misconfiguration before an event for external stakeholders• Authored documentation for end users on performing common tasks in Office 365 products

• Provided security and concierge services with high customer satisfaction, resulting in the board’s decision to renew security contract. • Assisted with security and police investigations through meticulous report writing and analysis techniques, culminating in the identification of a burglary suspect. • Took initiative to troubleshoot maintenance problems for residents to reduce calls for costly after-hours service.

• Supported numerous legal investigations, resulting in the impoundment of a vehicle with stolen plates. • Responded swiftly to a massive leak and coordinated maintenance cleanup, avoiding thousands of dollars in flood damage. • Patrolled the interior and exterior of four buildings, intercepting several trespassers and removed them by tactfully de-escalating the situation and staying calm.

• Provided assistance to members and performed maintenance on equipment, earning compliments for exceptional cleanliness. • Achieved 100 % recordkeeping compliance during store wide audit from headquarters. • Coordinated station operations with the team in several fuel runout situations, minimizing lost revenue and assuaging members.

• Maintained presence at computer labs and over the phone and online to assist students and staff with computing needs. • Accelerated lab opening procedure by writing batch scripts to automate tasks on help desk computers. • Reduced 1-month backlog of tickets in Remedy Service Desk in 1 week, saving time and money. • Achieved goal of keeping client calls to 10 minutes or less to ensure adequate service quality for clients in queue. • Demonstrated initiative by proactively editing the departmental wiki, changing and removing outdated information.