Liam Eisenberg Email & Phone Number

Calgary, Alberta, Canada

• Provide 24/7 technical support for Calgary 9-1-1 operations, ensuring critical systems remain operational and responsive.• Resolve high-stakes technical issues under pressure, maintaining reliable communication channels for emergency services.• Coordinate repairs, installations, and upgrades, collaborating with vendors (e.g., Motorola), contractors, and City agencies.• Conduct Preventative Maintenance Inspections and timely upgrades to minimize downtime and enhance performance.• Troubleshoot and resolve technical problems, such as radio patching issues and VOIP server failures.• Implement solutions and validate functionality through rigorous testing and collaboration with stakeholders.• Manage incidents and expectations in high-stress interactions with emergency operations staff• Coordinate with City departments (e.g., IT, Calgary Fire Department, Calgary Police Service) and external partners to ensure seamless communication and service delivery.• Lead projects involving the setup and maintenance of communication systems for special events, balancing event requirements with ongoing operations.• Provide guidance and support to colleagues, demonstrating leadership in teamwork and achieving departmental goals.• Drive continuous improvement by analyzing policies and procedures, reducing downtime, and eliminating root causes of recurring issues.• Align technical support activities with corporate objectives, such as fostering public safety and enhancing service delivery for Calgarians.• Maintain accurate documentation of system configurations, troubleshooting steps, and procedural changes.• Ensure compliance with organizational protocols and safety procedures, contributing to the reliability and effectiveness of emergency services.

Calgary, Alberta, Canada

• Solely managed the testing, deployment, and ongoing administration of the Zendesk ticketing system, implementing optimizations and automations to enhance customer experience and reduce support agent workload.• Lead mobility administrator for seven companies, primary mobility administrator for two companies, overseeing mobile device management and support ensuring seamless operations and user satisfaction.• Managed deployment and support for laptops, Android and iOS phones, and iPads, using Azure and Apple Business Manager.• Led organization-wide projects for laptop and mobility lifecycle management, ensuring timely upgrades and replacements.• Led cybersecurity investigation, diving into over 50 investigations per month to mitigate risks and enhance security protocols.• Generated monthly IT metrics reports with analytical insights, providing executives with data-driven recommendations and performance updates.• Conducted phishing training organization wide, safeguarding the organization against cyber threats and ensuring insurance requirements compliance.• Resolved 300 tier 2 tickets per month, with 47% resolved within 1 hour and 31% resolved within 24 hours, demonstrating efficiency and expertise.• Maintained Active Directory and Azure environments, supporting authentication and access control.• Provided support across various platforms and tools including Zendesk Active Directory, Azure, LAPs, LogMeIn, Citrix, and NMS.

Airdrie

• Managed over 30 projects per month from 9 simultaneous stakeholders acrossmultiple business units to grow and maintain the company’s network infrastructure• Independently managed and operated the Airdrie Service Center’s secureconfiguration lab with no direct supervision, ensuring the security, organization, andrapid deployment of Growth, Lifecycle, and Break/Fix equipment• Developed documentation and staging lab standards to improve the speed andaccuracy of configuration tenfold• Provisioned, configured, and deployed nearly 2,500 Bell, Rogers, and Telus cellularmodems• Utilized and provided support to others on the use of Microsoft Office 365 Suite,SharePoint, ServiceNow, Remedy, Orion, Tangoe, Jasper, SAP, SailPoint, OpenText,PuTTY, SecureCRT, and many other applications• Configured and performed quality assurance for routers, switches, cellular modems,terminal servers, data radios, and LAN extenders with exceptional speed andaccuracy to guarantee projects are completed on time and under budget• Organized staging racks and streamlined configuration processes to eliminate the riskof losing track of equipment• Completed nearly 750 projects between 2019 and 2021

Airdrie

Summer Student

Calgary, Canada Area

• Provided customer service and mechanical expertise resulting in consistently positive reviews• Brought intuitive solutions to customers and colleagues to ensure operational consistency• Ensured prevention of theft and protection of company confidentiality• Acted as most senior non-management employee on location

Calgary, Canada Area

• Provided customer service and electronic troubleshooting expertise to business users• Maintained and proactively prevented network related hardware issues• Documented existing physical network, proposed changes, and implemented improvements• Communicated with Superiors and Executives clearly and concisely to implement change requests • Remotely configured field network hardware to ensure consistent pipeline operation

Bachelor’S Degree, Computer Information Systems

High School