Mark Hamilton Email & Phone Number

• I provide extensive second level support to an enterprise environment• I work with / have built a variety of specialized server / system types • I perform extensive technical research for projects and incidents• I work extensively with business units to ensure requirements are being met• I complete incidents and Work Requests within the agreed upon Service Level Agreement• I co-ordinate, organize, manage and lead highly technical projects • I develop extensive technical and user related documentation • I communicate politely, efficiently and effectively to colleagues, vendors and others

• Successfully implemented enterprise grade cloud capable printing solutions at the City of Mississauga• The solutions implemented saved over 300,000 pages of paper over the period of one year as well as implementing mobile and secure cloud printing / extended scanning capabilities• Co-ordinated a team of IT Specialists• Communicated enterprise wide to business unit PMRs• Scheduled upgrades / meetings and events • Distributed / developed documentation • held presentations / demonstrations • Worked extensively with vendors • Worked extensively with business units to ensure needs were being met

• Provided extensive second level support to an enterprise environment• Provided on-call / after hours / emergency (24/7) IT support for the Transportation and Works Department.•Project work including implementing the City of Mississauga's first Remote Application (RDS) system; this project allowed streamlined integration between multiple versions of specialized transit applications and also implemented multiple operating systems compatibility• Specialized support including working with packagers and developers to ensure integration between various operating systems and platforms.•Server / User management (Print Server, Active Directory, Exchange, Hyper-V, Remote Desktop Services Etc.)• Solved hundreds of Service calls, incidents and problems.• Provided additional content for our internal Wiki, increasing resolution rates and communication within IT. • Delegated to internal and external contacts for an increased incident resolution rate. • Trained colleagues and students

Corporate Services

• Provided extensive second level support to a complex enterprise environment.• Provided on-call / after hours / emergency (24/7) IT support for the Transportation and Works Department.• Deployed / upgraded over 400 PC's, notebooks and tablets to Windows 7.• Worked with internal and external contacts extensively regarding software package migration to Windows 7.• Worked with Microsoft Application Virtualization regarding testing and deployment environments. • Actively solved hundred's of IT incidents in a fashion that is efficient, effective and professional.• Trained co-workers and co-op students.• Provided updated and improved knowledge base material for our Internal Wiki. • Delegated to internal and external contacts for an increased incident resolution rate. • Provided expertise and insight regarding project work for increasing the call resolution rates on the first level of support.

• Provided extensive second level support to a complex enterprise environment. • Actively solved technical issues from clients in a fashion that is efficient and effective, as well as following guidelines outlined by management and other internal IT groups. • Working with the internal Wiki IT solutions database to provide new solutions to existing issues as well as improving on existing solutions. • Deploying replacement PC's and notebooks to clients in the Transportation and Works Department. • Training Co-op students as well as providing improved technology solutions to colleagues.• Delegating to other IT divisions and groups for increased productivity and resolution.

• Provided first level technical support in an enterprise environment.•Troubleshooted a large variety of technical issues regarding software, hardware, networking equipment, peripherals, as well as Blackberry and other brands of mobile devices. • Answered calls and responded to thousands of clients technical issues. • Delegated to second and third level technical support as well as other I.T groups and divisions.

• Provided second level technical support in an enterprise environment.• Diagnosis and troubleshooting of many different IT issues including applications, hardware, networking, wireless and security. • Heavily assisted in the PC replacement project by replacing over 100 PC’s.•Worked with Inventory and IT asset management.• Helped develop better solutions to existing issues and documents procedures in the internal IT Wiki database.• Answered and solved over 230 help desk calls from clients.

• Worked with Novell NetWare and helped to manage, create, remove and delegate user accounts.• Backed up / restored and re-imaged PC’s and servers. • Performed hardware upgrades / replacements