Michael D. Email & Phone Number

Markham, ON, CA

Vaughan, Ontario, Canada

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.

Toronto, Ontario, Canada

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.

Toronto, Ontario, Canada

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.

Mississauga, Ontario, Canada

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.

Markham

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.

Markham

Markham, Ontario, Canada

Toronto, Canada Area

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.

Toronto, Canada Area

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.

Toronto, Canada Area

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.

Toronto, Canada Area

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.

Toronto, Canada Area

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.