Michael Durham Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

Toronto, Canada Area

Provided monitoring and remediation support for enterprise level physical and cloud infrastructure environments.Liaised with a team of Microsoft proficient analysts in a Network Operations Center as a 24/7 managed services provider for enterprise infrastructures.Performed root-cause analysis for critical service impacting incidents to determine and report solutions and enhance proactive countermeasures.Provided around the clock support; reactive care, incident handling, live bridge calls, change requests, and assigned tasks.Implemented various minor procedure optimizations including technical documentation, reporting simplifications, monitoring tips, and strategies to improve workflow and reaction times.

Toronto, Canada Area

Administer and maintain Backup Servers (Production and Co-location Site) Patch management (windows and server updates) Disk management Administer and monitor backup plans (on both backup servers) Administer and Maintain Windows Server Update Services Ensure all workstations are getting appropriate updates in a timely manner Troubleshoot any client update issue Assist with Microsoft Dynamics AX 2012 administration Setup and assign security roles and duties for users Liaised with consultants to develop and promote customized form/s Troubleshoot / Liaison with consultant to resolve issues Assist with ZAB BI administration Patch manage / update ZAP Server as advised by the software provider Assist with user permissions setup Troubleshoot / Liaison with ZAP support to resolve issues Application Virtualization Server Management Patch management (updates) Creating and publishing AppV packages Provide 2nd Level Helpdesk Support Administer Helpdesk Ticketing system in absence of Helpdesk Administrator Administer and maintain Blackberry Enterprise Server Administering and managing core network switches\routers Administering and maintaining Remote Desktop Servers (RDS) Administering SQL Servers and Database maintenance

Toronto, Canada Area

Microsoft Dynamics AX 2012 Administration-• Assisted in building and deploying Dynamics AX 2012 environments (Development, UAT and Production Servers).• Assisted in importing reports from SQL Server 2012 and presenting in Dynamics AX 2012.• Liaised with Consultants to develop customized forms for AX 2012 and promote code across all environments.• Maintained and Patch Managed all Dynamics AX 2012 development production environments.• Developed and assigned Security Roles, Duties and Permissions for user groups.ZAP BI Administration-• Assisted in building and deploying ZAP BI 2013 Server.• Ensured ZAP Cube is updated successfully and is synced with relevant Dynamics AX 2012 and SQL data.• Updated ZAP BI 2013 Server as needed.• Granted/Elevated user permission to view and create reports using ZAP BI 2013.• Troubleshot/Liaised with ZAP support to resolve user issues.Network Maintenance-• Created and assigned specific department VLANs on HP ProCurve Switch 5400zl.• Ensured Cisco 1900 Router was configured correctly and users had internet connectivity.• Troubleshot network connectivity and voice issues.End User Administration-• Created User Accounts in Active Directory and applied user specific Group Policies and Security Groups.• Troubleshot end user hardware issues.• Virtualized various accounting software (T1, T2, T3 Taxprep applications etc.) using Microsoft Application Virtualization 4 and 5.• Created security groups and troubleshot issues in locally installed applications such as Microsoft Office 2010 and 2013 and CaseWare Smart Sync 2014.• Liaised with various software vendors (Microsoft, Wolters Kluwer Limited, CaseWare International Inc.) to resolve escalated user issues.Network Printer Maintenance-• Deployed and maintained Nuance eCopy ShareScan kiosks to assist users in scanning to email and SharePoint archives.• Provided Audit Reports for IT Inventory using WASP Asset Management Software.

Newnham Campus, Information Technology Services Department

• Assisted in helping students and professors resolve any computer, printer or plotter related issues.• Ensured assigned computer laboratories were maintained and all equipment was functional.• Troubleshot all computer, printer or plotter related issues that were reported by students and professors.• Upgraded and repaired computers in assigned computer laboratories.• Maintained all department printers and plotters.• Assisted in the ghosting of computer laboratories and installing new software.• Troubleshot/Escalated any network related issues.

El Dorado, Trinidad W.I

• Granted, denied and modified employee billing data base access as required.• Resolved/Escalated errors or inconsistencies in the Billing or related databases.• Performed a regime of regular data backup and provided application support to ensure continuity of operations.• Ensured timely rating and posting of calls to customer accounts.• Provided reports on a weekly, monthly and quarterly basis.

El Dorado, Trinidad W.I

• Coordinated daily installation of internet and telephony services.• Troubleshot external network issues.• Troubleshot internet and telephony connectivity issues.

Computer Engineering Technology, Software, Microcontrollers

Activities and Societies: Associate Member of OACETT, Student Member of IEEE

Computing And Information Systems, Information Technology