Based on advanced knowledge on the functionality of various options of the system, respond to a wide variety of hardware and software issues for users and staff at all levels of the organization. Using the existing ticketing system software (TOPdesk), provide detailed technical advice and support to users and staff by phone, chat, email, remote, or on-site access.Provide expertise and support for software and hardware package implementations, upgrades, and end-user applications;… Show more Based on advanced knowledge on the functionality of various options of the system, respond to a wide variety of hardware and software issues for users and staff at all levels of the organization. Using the existing ticketing system software (TOPdesk), provide detailed technical advice and support to users and staff by phone, chat, email, remote, or on-site access.Provide expertise and support for software and hardware package implementations, upgrades, and end-user applications; software and hardware configuration and deployment.Using excellent communication and interpersonal skills with an emphasis on quality customer service, maintains and supports computer hardware and software applications, provides support for Windows desktop applications, client computer configuration, third-party applications configuration and implementation, Microsoft O365, Active Directory Account Management, and more. Show less

The position was part of the IT’s Support Services team and provided first response support for users. Utilizing strong customer service and technology skills, the position played a critical role to ensure users experience minimal technology-related disruptions.Key Areas of Responsibilities included:• Acting as primary liaison between the IT department and staff in all matters related to technical support• Analyzed and resolved service incidents and problems, track and route… Show more The position was part of the IT’s Support Services team and provided first response support for users. Utilizing strong customer service and technology skills, the position played a critical role to ensure users experience minimal technology-related disruptions.Key Areas of Responsibilities included:• Acting as primary liaison between the IT department and staff in all matters related to technical support• Analyzed and resolved service incidents and problems, track and route problems; provided recommendations implemented solutions, and documented resolutions• Resolved technical problems related to network infrastructure and wireless technology; workstations, cellphones; Wi-Fi and VOIP systems• Provided expertise and support for software and hardware package implementations, upgrades, and end-user applications; software and hardware configuration and deployment including installation, upgrades and replacement; resolved daily issues related to network connectivity • Provided support for managing and maintaining the IT infrastructure including System Administration, Network and Domain Administration, Windows Server and Operating Systems, Azure and Active Directory; O365, client computer configuration, third party applications configuration and implementation, anti-virus defense system, back-up and disaster recovery, mac troubleshooting in a windows environment, and more. Show less

Front line support for MHPM Southern Ontario, acted as the technical resource for employees and local offices providing support for company and staff in all IT related matters.Reporting directly to MHPM IT Manager (Ottawa) conducted daily maintenance of the information system for Southern Ontario; ensured server, network and individual workstations are operating efficiently and with minimum downtime.• Provided on-going user, applications and network support for MHPM domain &… Show more Front line support for MHPM Southern Ontario, acted as the technical resource for employees and local offices providing support for company and staff in all IT related matters.Reporting directly to MHPM IT Manager (Ottawa) conducted daily maintenance of the information system for Southern Ontario; ensured server, network and individual workstations are operating efficiently and with minimum downtime.• Provided on-going user, applications and network support for MHPM domain & infrastructure; set-up and administration of third party applications; hardware/software/network components installation maintenance and upgrades, system backup and restore, VOIP and wireless, network infrastructure, Windows Domain and Active Directory administration;• Provided staff training and responsible of inventory management;• Helped to define information needs and priorities, technical architectures, standards and approaches relevant to the implementation of the IT strategy;• Evaluate and made recommendations to IT Manager on new technologies, equipment, processes and standards for network and infrastructure hardware and software, assisted with preparation of requests.The company grew from two locations in Southern Ontario’s Markham and Burlington and was personally charged with adding a new location in Mississauga while supporting the other two locations. In this roll, spearheaded all IT activities to ensure the office was open by the Project Managers’ deadlines. Involved with maintaining all stages of roll-out on schedule -this included the server, workstations, printers and more until all IT support operations and networks were functional. Originally contracted for a six month contract this contract was extended an additional half year. Show less

Acted as the primary liaison between all levels of the organization in all IT related issues.Initiated an IT department; purchased equipment, installed, configured and maintained Windows Server and Active Directory with excellent uptime results. Manage the IT infrastructure including server, operating systems, anti-virus software, backups, group policies, user permissions and more.Established organization wide software and hardware configuration for desktops, printers and peripherals… Show more Acted as the primary liaison between all levels of the organization in all IT related issues.Initiated an IT department; purchased equipment, installed, configured and maintained Windows Server and Active Directory with excellent uptime results. Manage the IT infrastructure including server, operating systems, anti-virus software, backups, group policies, user permissions and more.Established organization wide software and hardware configuration for desktops, printers and peripherals. Responsible for support for local and remote users. • Conducted daily maintenance of the information system; ensure server, network and individual workstations are in proper working condition at all times.• Responsible for end-user support and training. Assisted staff with requests for various reports and presentations.• Analyzed and resolved complex hardware and software problems associated with connectivity issues, desktop applications and office equipment; issues related to wired and WIFI network, software applications, server and workstations, printers, copiers and peripherals and more.• Responsible for all issues related to user support and computer setup. Coordinated with third party staff for repair and support and with HLC staff and vendors to resolves problems.• Made recommendations regards network/system functionality; documented and communicated solutions, performed changes according with documented procedures; coordinated with third party staff for repair and support and with HLC staff and vendors to resolves problems.• Developed and maintained relationships with technology vendors (contracts renewal and reviews of the service level agreements), technology managers of other non-profit organizations and industry associations.Effectively removed the need for an expensive outsourced company. Show less