In my capacity as an IT Team Lead, I assume accountability for managing internet connectivity and restaurant equipment across multiple Cara Food brands, including Kelsey's, Montants, Harveys, Swiss Chalet, and New York Fries. Leveraging Cisco Meraki technology within our establishments, we provide both conventional and unconventional technical and financial support. Overseeing a team of 12 professionals, including two direct reports, I play a pivotal role in facilitating new store launches and serve as a primary point of contact between our stores and service desk team. My responsibilities encompass conducting daily assessments of ticket and call quality, conducting one-on-one sessions, and organizing quarterly meetings to foster career advancement opportunities for our personnel. With a national footprint spanning over 700 locations.

As the Service Desk Manager at Hudson Technology, I was responsible for overseeing the incident management process and ensuring efficient ticket management, timely incident resolution, and high customer satisfaction. Major incident management skills were put to use in this role, where I handled critical incidents and coordinated with other internal/external teams to restore services promptly. We used Connectwise as the primary ticketing system to manage incidents, service requests, and other IT service-related activities. We leveraged Brightgauge data to identify trends, gaps, and areas for service improvement. Datto was used in this environment for Backups.

As the Service Desk Team Lead at Quadreal Property Management, I played a crucial role in managing incidents and ensuring adherence to SLA standards. Being responsible for a team of 14 support personnel including offices in the USA and Europe, I oversaw incident handling and resolution to meet service level agreements. Monitoring was done using Solarwinds by networking team as primary contacts and deskside support as alternates. Servicenow was used as the primary ticketing system data to identify trends, gaps, and areas for service improvement.

As the I.T Technical Lead at Centrilogic MSP, we supported multiple customer environments in Network, Cloud, and systems domains. Incident management would have been a critical aspect of our responsibilities, as I had led a team of 14 Network and System Agents, ensuring efficient incident resolution and adherence to SLAs. In this role we used Cherwell as the ITSM ticketing system as using solarwinds for monitoring our clients networks. We also provided in house data center access to customer equipment and remote hands support as well.

Level 2 Deskside/Desktop SupportProvided comprehensive IT support to 8,000 users across North America, handling various roles such as Trainer, Technical Writer, Deskside Support, and Acting Team Lead.Mentored junior technicians, fostering their professional growth and enhancing team performance.Administered Office 365 accounts, managed email queues, and contributed to the Windows 10 rollover project.Made recommendations to management on SLA/KPI processes and updated procedures for the front-line team.Worked with LANDesk ticketing system, transitioning to ServiceDesk for enhanced ticket management

Supported St. Michael’s Hospital and St. Joseph’s Hospital staff as a 1st/2nd level support agent.Met hospital and client SLA requirements while troubleshooting various IT-related issues.Conducted training sessions for new staff on processes and procedures.Troubleshot Blackberry, Android, and iOS phones, as well as nonstandard hospital programs.Assumed the role of Acting Team Lead when required.Softwares being used in this role: Active Directory, 2012 SCCM remote desktop, windows standard RDP, Dameware, Desktop operating systems (win 7, 8, 10), RSA software/physical tokens for smartphones (remote access), windows server 2003/2008/12, Office 2010/2013 - Office 365, Blackberry Desktop Manager , Citrix AppServer (receiver for mac/windows)

Assisted customers with PC check-ins, in-store purchases, and provided product recommendations.Conducted class-style training for Microsoft Word and PowerPoint to improve customers' proficiency.Coordinated with OEM vendors to order replacement parts or arrange repairs.Provided language support to international customers using language apps for their shopping needs.

Facilitated seamless communication and collaboration between support, sales, and development teams, resulting in efficient resolution of level 1/2 issues.Demonstrated expertise as a licensing specialist for Platespin Migrate, Recon, and Forge products, ensuring accurate and timely licensing guidance for customers.Acted as a key point of contact for the EMEA and North American customer base, addressing their internal and external inquiries and providing exceptional support.Managed the email and phone assistance request queue, optimizing response times and ensuring high customer satisfaction.Assisted management with escalations related to technical and sales licensing issues, effectively addressing customer concerns and driving prompt resolutions.Utilized ESX 4 platforms to create virtual machines for different software versions, facilitating license testing and ensuring compatibility.Applied working knowledge of SQL Postgre, leveraging it in application-related tasks to enhance database functionality and performance.Worked with Dell 2050 Poweredge servers for the Forge application, ensuring smooth operation and optimal performance.Received MicroFocus Platespin Migrate 11 certification, validating expertise and commitment to professional development.

upported the Ministry of Finance (MOF) locations at Queens Park and 393 University Ave, providing comprehensive PC and printer repair and setup services.Travelled within the downtown core to replace internal hardware components in PCs and printers, ensuring optimal performance and minimizing downtime.Collaborated with a variety of internal and external 3rd-party software, including ARCgis and Autodesk, to troubleshoot and resolve technical issues.Completed the A+ 2007 Certification as required, demonstrating proficiency in hardware and software troubleshooting and repair.

Started as first level support for the MSN TV application, providing timely and effective assistance to users.Promoted to team lead in August 2003 when the company switched to AOL support campaign.Led a team of 12 technicians, handling internal and external escalations, as well as HR and payroll issues.Provided mentoring and coaching to technicians on call handling and setting expectations for response SLAs.Worked primarily in the overnight shift from 11 pm to 7 am, ensuring 24/7 coverage and support.