Matthew Smith Email & Phone Number

Canada

Yellowknife, Northwest Territories, Canada

An experienced IT Service Delivery Manager specializing in operational efficiencies, network and telecommunication services, dedicated to ensuring the smooth delivery of infrastructure and technology services to clients and end users. With a proven track record of effectively addressing client concerns and bringing them to the attention of the appropriate teams, I am skilled in managing the customer's overall service experience, specifically across technology solutions, and continuously improving the service model.Handling critical service escalations efficiently by quickly identifying the priority actions required and providing timely and consistent status updates to all relevant groups. Focused on delivering timely and reasonable resolutions, minimizing disruptions and ensuring that services are up and running as soon as possible.

London, Canada Area

Engaged directly in a management role to administer and manage the technical operations of a 24x7 logistics firm. I've been directly focused on reducing costs and overhead and increasing efficiencies, productivity and reliability within the IT organization. The past 3 years have allowed me to completely overhaul the infrastructure and technology plan showing a direct decrease in spending from 7 figures to low 6 figures, which has allowed for a decreased reliance on extraneous licensing and maintenance costs, and a removal of product/SaaS bloat.

Ontario, Canada

Responsible for operations for a multi-location Weight Loss clinic. Providing all technology support and administration including (mixed o/s Windows XP, Windows Vista, Windows 7, Ubuntu), Developing and deploying customer database and point of sale system. Management of email, and network infrastructure (vpn, domain management, backups, offsite administration etc), Staff training, creation of documentation templates and procedures for day to day operations, business to business negotiations and supplier agreements.

Provide external field support and administration across North America for technology based medical simulation devices. Provided both pre-sales and post-sales support and training to public sector, health care and private corporations.

Canada

A boutique managed services firm, specializing in the support of SMB clients. Focused on design and implementation as well as examination of existing systems and processes to increase efficiency, reduce downtime and increase revenue.Specializations include:Systems AdministrationDomain ManagementSocial Media ManagementITIL Standards based supportLEAN and AGILE methodologiesWeb DevelopmentTelecommunications and VOIP systems supportLinux and Open Source TechnologiesMicrosoft based operating systems and toolsWide Area NetworksCloud based Services implementation and administrationComplete outsourced technical solution service provider

Supported a multifaceted organization both internally and externally. ● Provided end user support, server support, network support and systems administration. ● Ensured continued operation and availability of a WAN network to multiplelocations plus remote workers. ● Provided support for a complex CCTV camera system across multipleNetworked sites utilizing Mobotix camera technologies ● Supported the VOIP based telecommunications system. ● Responsible for administering a SysAid based help desk. ● Provided direction and peer support to junior technical staff. ● Advised executive team on technology based solutions and ideal implementations. ● Defined and implemented support policies and procedures as well as end user systems policies. ● Maintained and supported all telecom and supporting equipment. ● Created and deployed end user training materials and documentation.

Planned and maintained all aspects of the IT technology systems for a head office and unionized manufacturing facility to ensure stable operations of the companies’ IT infrastructure. Enhanced productivity and efficiency by reducing production floor downtime and reducing support time and costs.• Streamlined support processes for the production facility to effectively decrease work stoppages and increase work flow• Planned integration of IT systems and solutions from company acquisitions• Implemented a new corporate high speed network, connecting multiple plants/branches• Designed disaster recovery solutions, and regular test plans• Designed and implemented an Active Directory solution• Implemented enterprise-wide virtual server infrastructure• Standardized desktop and server infrastructure, resulting in reduced support calls and maintenance time • Maintained and enhanced existing custom software applications• Completed an audit of all manufacturing processes to discover efficiency opportunities and redundancies related to information technology. • Defined IT standards and procedures, including change management processes• Implemented enterprise-wide web filtering software• Created a monitoring system using Nagios to alert IT team of production stoppages immediately

North America

Supported product at customer locations on a continental scale. Responsible for the management of all LAN systems. Coordinated all support requests. Managed communication between sales staff, customers, and developers. Managed all aspects of the installation processes. Reported to clients on performance of installed systems capabilities Provided guidance and training as required for team members and end users. Establishing Inventory and License control practices.

Toronto

Oversaw and managed the day to day processes of an Internal LAN/WAN support team for CGI internally and external clients. Coordinated the support of a large team across multiple platforms and locations. Provided guidance and training as required. Provided quality control in respect to all services provided on a support basis. Ensured adherence to all SLA Targets. Focused on the ITIL Support principles. Responsible for all reporting requirements to upper management and clients as applicable.

Toronto

Responsible for dealing with external customers technical issues via incoming calls, E-mail, fax, etc. for WinFax,Talkworks, Commsuite, PC-Anywhere, ACT, Norton Utilities and Norton AntiVirus under all Microsoft Based OperatingSystems Responsible for design/programming/implementation of call monitoring software screens  Responsible for compiling and distribution of statistics (call volume etc.)  Compiling and creation of training documentation and courses Responsible for dealing with technical issues of support reps Responsible for supervisory duties on a backup basis tasks included:Conflict resolutionSchedulingHandling supervisory calls and escalated issues Mentoring/training of new hires and support personnel

Education record

Java Programming & Business Administration