• Facilitated installation, configuration, administration, maintenance and monitoring of an array of development, test, and production SQL databases that served critical business systems.• Recognized for planning, coordinating, and timely completion of SQL Server 2005 database migrations to SQL Server 2008/2012 with no downtime. • Received recognition for rapid installation of IBM Cognos SQL Server environment (Test/Dev/Prod) resulting in time and cost savings for the project.• Identified a misconfigured critical database instance and coordinated the implementation of backups and SAN storage increase to prevent data loss in case of disaster.• Configured SolarWinds Database Performance Analyzer Tool to identify and resolve performance problems quickly. • Investigated and managed incidents, provided resolution within the time frame of Project SLAs.• Administrated database user access and permissions following standard policy and procedures.• Collaborated with Project Management team on new and current business projects to ensure timely completion.• Developed a central DBA SharePoint site organizing critical process/technical documents, major incident logs and team announcements putting structure to team meetings.• Trained Outsourcing personnel with policies and procedures supporting the transition to a shared service model.

• Provided technical support for computing services including desktops, laptops, mobile devices, printers, peripherals, audio visual equipment and associated software over the phone, email, WebEx and walk-ins to 600+ on-site and remote users across Canada and USA.• Maintained a 98% first call resolution by documenting solutions at Help Desk level, thereby reducing call back rates and enhancing customer service experience.• Managed user accounts in Active Directory, including account creation, termination, password resets, unlock accounts and provisioning folder access.• Provisioned remote access to users with RSA Secure ID hard tokens and soft token for Android, iOS and Blackberry, administered user profile in Cisco Unity Manager. • Documented records of every of communication transaction in call tracking system, problems and remedial actions taken, and next steps to resolution.• Developed Knowledge Base articles based on resolution of incidents and shared them on SharePoint for easy access for all team members.• Escalated issues to the proper IT teams when necessary and followed up on any escalated issues, all within a timely manner. • Trained new members on the Help Desk with policies and procedures.

• Demonstrated exceptional technical customer services skills, while multitasking to ensure high levels of customer satisfaction.• Assisted customers with problem solving on BlackBerry Enterprise Server software and Handheld/Desktop software.• Performed troubleshooting, installation and upgrade of BlackBerry Enterprise Server software and Handheld/Desktop software.• Provided efficient solutions to upgrade the BlackBerry Enterprise Server software with minimal downtime.• Researched both internal and external knowledge based systems to assist customers.• Logged issues and customer information into Remedy Action Request Ticket Management Software.• Maintained ongoing follow-up procedures through phone and email to ensure total customer service and satisfaction.

• Utilized strong leadership and communication skills to build client relationships.• Prepared customs documentation and ensured that shipments meet all applicable laws to facilitate the import and export of goods.• Advised customers on import restrictions, tariff systems, quotas, or other customs-related matters.• Arranged payment of duties, taxes, storage and transportation of imported goods from port to destination within a highly time-sensitive environment.• Trained and supervised team of six people.