• Successfully migrated ±856 out of ±900 BMO branches from Win7 to Win 10.• SCCM, UPT, DRT, MachAdd, MECH, CyberArk, Active Directory, ClearPass, PortScan, IPCOntrol, SharePoint, OneDrive, Clarity, RDP, Dameware, QuickAssist, RSA, PulseSecure, BCMS, HostExplorer, IBM DB2, ServiceNow, ServiceDesk, TrackIT.• Leading Command Center for end-to-end Win 10 migration of BMO branches across Canada handling ±10 remote techs and ±25 onsite techs in fast pace live environment.• Troubleshooting various issues with Win 10, MS O365, BMO’s financial, customer management, and cash management software and hardware.• Configuring and troubleshooting CRU hardware, network drives, SharePoint, local and network printers, Pin Pads, cheque scanners, and various other peripherals.• Communicating with various branch managers, departments heads, higher management, and key BMO executives on various issues and ownerships.• Handling escalations, critical issues, and prioritizing workload.• Conducting triage and product testing sessions to establish new procedures and troubleshooting guides for various software and hardware products.• Collaborating with various SME’s and product owners to troubleshoot and resolve first-time critical issues to establish the new procedures for Win10 future deployments.• Preparing and publishing documentation, KB’s, troubleshooting guides for new procedures and software/hardware usage.• Active Directory user management, ROL groups, domains, and Licenses.• Training new techs on various BMO financial software usage, installation, and troubleshooting, including MS O365 products, Win10 tools & peripherals.• Team Workload management, assigning tasks, and ownership of completion.• New techs onboarding, access management, training, and step by step integration.

• Organized the strategic direction of the company & provide expansion opportunities.• Built a market position by locating, developing, defining, negotiating, & closing business relationships.• Closed new business deals by coordinating requirements for WiFI & HSIA; Contract management regarding the total cost of ownership, duration & SLA.• Partnered Program Management from pre-sales through delivery.• Handled operational life cycle including processes, metrics & account management.• Tracked key accounts regularly to ensure that there is no decline in sales.• Prepared proposals/quotes, agreement terms, payment terms, RFQ, Contracts, Disputes, tender, product documentation as per End User requirement.• Managed credit issues, disputes, retentions, deployments, support, services, etc.

• Installed, configured, maintain computer hardware, software and communication equipment for a company with 150 employees working in 4 offices and 8 on-shore vessels.• Procured and successfully deployed a new server for the company website and a mailing system which ensured zero downtime and shared network storage for all employees.• Resolved day to day IT related issues and trained employees on the usage of new software, hardware and satellite communication equipment on vessels.• Installed, configured and maintained SAILOR Fleet Broadband, satellite phone and mail, NEC IP phone, answering machine and phone extension system.• Trained & educated staff and clients by taking them through a series of actions, either onsite or remote to help set up systems or resolve issues.• Provided support, including procedural documentation & relevant reports along with asset management, inventory management & records (ISO9001:2000). • Reported directly to the Chairman of the company and recommended a lot of IT changes in existing hardware and software, saving a lot of money and increasing productivity.• Researched and procured suitable IT products for the staff and management to boost productivity and ease day to day operations.• Installed and managed IT Asset Management software with a periodic audit to keep the budget under control.• Allocated and hand over IT products for new employees during onboarding with all required documentation and setting expectations.

• Installing and configuring computer hardware operating systems and applications.• Monitoring and maintaining computer systems, wired and wireless networks.• Vessels satellite phone, mail and network troubleshooting and configuration.• SAILOR Fleet Broadband, Mail, Software setup, installation and troubleshooting. • NEC IP phone setup, troubleshooting, configuration and support.• Website & Mail server maintenance, updates, configuration & setup.• Configuration, setup & maintenance of Windows, Android, iPhone and Blackberry.• Setup, Maintenance & Support of Business Printers, Scanners, Projectors on network.• Maintenance, data backup and security periodic routines for all staff.• Taking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.• Troubleshooting system and network problems and diagnosing and solving hardware or software faults, replacing & upgrading parts and software as required.• Initiating & supporting the roll-out of new applications, hardware and network upgrades.• Providing support, including procedural documentation and relevant reports along with asset management, inventory management and records (ISO9001:2000).• Working continuously on a task until completion (coordinating third parties, if needed).• Prioritizing and managing many open issues at one time.• Rapidly establishing a good working relationship with customers and other professionals.• Testing and evaluating new technology and procedures.

• Customer Service, Sales & Support along with procedural documentation & reports.• Maintained computer hardware, software, network & peripherals for staff.• Procured, build & configure of all desktop, laptops & peripherals required for office & staff.• Executed deployment and configuration of security patches/updates. • Travelled to various locations across the state to set up branches & franchisees.• Designed marketing materials & training materials (Brochures, posters, hoardings, advertisements, social networking, presentations, online reporting systems, etc.

• Managed a team of ±25 Dell technical support executives supporting end-users with their technical issues in US & CANADA. • Trained team members for troubleshooting desktop, laptops, printers, software, new products, the process including call handling techniques & sales techniques. • Managed & Improved customer feedback process for the technical support team.• Researched resolution for technical issues and documented in the knowledge base for future reference along with team training & knowledge share emails.• Handled escalations, high value, red flag & irate customers.• Strategically planed and achieved individual as well as team KPI month by month.• Prepared daily workloads for team & coordinating the daily allocation individuals work.• Mentored and coach team members to achieve sales targets & creating a positive working environment.• Performed team monthly performance management & yearly employee appraisals.• Arranged & chaired weekly team meetings, focusing on targets & achievements.• Accurately conveyed all technical resolutions & implemented new process initiatives.• Conducted technical interview rounds during the new-hire recruitment process.• Provided prompt & accurate information on individual & team performance.• Stayed up to date with issues of standard applications and did continuous knowledge transfer to frontline service desk staff in order to achieve accurate and timely resolutions.• Provided Level 2 and escalation support to complicated and advance issues.

• Taking care of hardware and software setup and maintenance of lab.• Taking care of annual maintenance contract of various colleges and offices.• Buy, sell, repair and maintenance of desktops, laptops, server and software.• Providing career counseling to candidates.• Coach the team of counselors as a mentor.• Regular follow-up of inquiries and team to achieve targets.• Maintaining various records of enrolled students.• Handling the placement of student with various companies.• Conducting interviews and recruitment activities.