Mark D'Entremont Email and Phone Number

Provide 1st and 2nd-level technical support to end-users (diagnose, investigate, provide a recommendation, resolve the incident and/or fulfill the request) on a wide variety of IT services.Act as a point of escalation for frontline-related requests regarding IT access-related issues.Administer Identity and Access Management processes.Process onboarding and offboarding requests. Process requests relating to new generic and affiliate mailbox creations.Process temporary account… Show more Provide 1st and 2nd-level technical support to end-users (diagnose, investigate, provide a recommendation, resolve the incident and/or fulfill the request) on a wide variety of IT services.Act as a point of escalation for frontline-related requests regarding IT access-related issues.Administer Identity and Access Management processes.Process onboarding and offboarding requests. Process requests relating to new generic and affiliate mailbox creations.Process temporary account extensions.Security delegate for in-house restricted services.Work closely with IT provisioning, HR and senior management.Ensure IT access requests are processed following IT and university policies. Acknowledge, resolve, and respond promptly to customer inquiries.Ensure customer satisfaction and provide professional customer support.Participate in the creation and updating of end-user and internal knowledge documentation and articles.Train and mentor new Service Desk employees.Contribute to cross-unit special projects.Part of the IT AI chatbot project.Part of a team that will create AI conversations.Provide reports on special projects to supervisors and managers. Show less

• Plan, assign, review, amend, accept, and reject work done by teams or subordinates;• Set overall team goals for large teams, smaller teams supporting unique or complex technology, or teams supporting large/multiple customer units;• Manage HR related functions:• Manage disciplinary procedures for clerical and technical staff, advise the manager on issues with Management level staff;• Identify training needs and relay them to the manager• Provide guidance, training… Show more • Plan, assign, review, amend, accept, and reject work done by teams or subordinates;• Set overall team goals for large teams, smaller teams supporting unique or complex technology, or teams supporting large/multiple customer units;• Manage HR related functions:• Manage disciplinary procedures for clerical and technical staff, advise the manager on issues with Management level staff;• Identify training needs and relay them to the manager• Provide guidance, training, mentoring, and coaching to staff;• Work assignment planning and verification;• Approve, deny, and schedule vacation requests;• Solve complex problems for the team to ensure timelines and quality standards are met;• Ensure processes and work procedures are well defined, analyzed, and updated regularly to maintain the efficiency of the team;• Develop and implement procedures and/or controls to enhance the operation of the team and provide administrative direction regarding the unit’s goals and objectives;• Provide follow-up with clients to ensure that service level standards are maintained and to ensure customer satisfaction in relation to each unit’s services;• Prepare reports and maintain records of work accomplishments, and coordinate the preparation, presentation, and communication of work-related information to the Manager.• Produce technical documentation and user documentation in conformance with standards;• Foster and maintain effective working relationships with colleagues and customers; Show less

Provide 1st and 2nd-level technical support to end-users (diagnose, investigate, provide a recommendation, resolve the incident and/or fulfill the request) on a wide a variety of IT services.Escalate to the appropriate IT service provider team as required.Document and maintain accurate up-to-date information for all incoming calls, e-mails, web-forms, and walk-ins in the ticketing system.Acknowledge, resolve, and respond promptly to customer inquiries.Ensure customer… Show more Provide 1st and 2nd-level technical support to end-users (diagnose, investigate, provide a recommendation, resolve the incident and/or fulfill the request) on a wide a variety of IT services.Escalate to the appropriate IT service provider team as required.Document and maintain accurate up-to-date information for all incoming calls, e-mails, web-forms, and walk-ins in the ticketing system.Acknowledge, resolve, and respond promptly to customer inquiries.Ensure customer satisfaction and provide professional customer support.Co-ordinate major incident notifications: When requested, send internal alerts to major incidents. This role serves as a communications liaison to the Major Incident Manager (MIM) during Major Incidents (MI).Administer Identity and Access Management processes.Troubleshoot and research IT resolutions for simple to complex incidents. within the set timeframe.As a subject matter expert within the Service Desk, handle 2nd level support tickets for one or many designated services.Participate in the creation and updating of end-user and internal knowledge documentation and articles.Train and mentor new Service Desk employees.Contribute to cross-unit special projects.Facilitate orientation/demo sessions to end-users. Show less

Server support, Desktop support, Server repair, Desktop repair, Website administrator, On site desktop support, On site server support, Remote desktop support, Remote server support, Hardware sales, Hardware orders, Setup and configure of networking hardware “routers hubs switches” Invoicing, Basic accounting entry, Cabling, VOIP telephone support, Exchange, Active Directory, and more.

Unix Server admin, Unix Software support, Windows Unix software integration support, Printer support “Windows and Unix”, Sales, Customer support for custom Unix software, Cabling, On site server support, On site server and desktop installations, Remote desktop support, General help desk support, Active directory admin and setup.

Help desk, Email setup, Internet connectivity issues, Dialup issues, Windows and Mac support, Router and modem setup and configure, Second level support, Sales,