Teaching:Fall 2024 - Employment Skills (EMPS-101) - two sections.Summer 2024 - Introduction to Business and ICT (CNET229) and Customer Skills (CNET205).Winter 2024 - Business Analysis (BUS 230) and Customer Skills (CNET205).Fall 2023 - Introduction to Business and ICT (CNET229) and Introduction to Business (BUS100).Summer 2023 - Introduction to Business and ICT (CNET229).Winter 2023 -Business Analysis (BUS 230) and Customer Skills (CNET205).

Responsible for:IT Service DeskAudio Visual Technology GroupIT Project Management OfficeClient Services / Field ServicesEnterprise Architecture and Governance

Responsible for the oversight of campus-wide I.T. Client Services operations including:• Human resource management (30+ employees) in a unionized environment.• Financial management of multiple I.T. project and operational budgets totaling 5 million dollars annually (e.g. forecasting, accountability, and budgeting).• Management of multiple specialized services and associated teams (Classroom Technologies, Events Management, Service Desk Services, ServiceNow Programming and Development Services, Field Services, Remote Support Services, T-Card Distribution Services, I.T. Service Management Technologies).• Facilities and infrastructure.• Knowledge and vendor management.Recommended and then amalgamated several front-line campus-wide services into a unified Campus Service Desk including: Facilities, Information Technology Services, Classroom Technology Services, ID Cards, VoIP and Telecommunications, etc.Led the team responsible for the staff/faculty migration from Microsoft Exchange Services to Office 365 SaaS cloud products. Migrated entire campus over a 2.5 month period of time with 85%+ satisfied or very satisfied client ratings.
Co-leads strategic I.T planning activities across the Mississauga Campus (with the Acting Director of I.T. Solutions). 
Voting member and co-lead of I.T. Change Advisory Board (CAB) on the UofT Mississauga Campus. Responsible for the development of SLAs and research/development agreements with many academic/non-academic groups.Evangelize ITIL and IT Service Management (ServiceNow PaaS cloud product) across the University of Toronto (tri-campus). Currently advising on tri-campus HR and ITSM initiatives.Re-imagined employee engagement and implemented a SaaS-based pulsed survey product resulting in a deeper connection and understanding of employee needs, satisfaction, and cultural development. Serves on the following committees/groups:

Sessional Instructor Assistant for MGD421 - Technological EntrepreneurshipResponsible for two class sections (approximately 80 students). Tasks include: grading assignments, answering student questions, panel participation, and in-class assistance.

Initially responsible for managing I&ITS Service Desk and Classroom Technology support specialist teams at the University of Toronto, Mississauga Campus. In addition to these duties, the role was upgraded to Senior Manager of I.T. Client Services when an additional Field Services team was added to my duties.
Formed UTM-ITSAC (University of Toronto Mississauga IT Student Advisory Committee).

Member of the following committees/groups: • University of Toronto TechKnowFile Programming Committee Member (2016).Led the following major projects/initiatives: • Revamped I.T. Field Services (tier 2 support) service delivery in response to community suggestions. Improved consistency of field services for staff/faculty by implementing calendar bookings of Tier 2 technicians by the Service Desk in conjunction with improved incident/request assignment methodologies.• I&ITS knowledge base repository project: over 200 articles were identified and created. Knowledge base and article creation guidelines and templates were developed.• Shuttlebus Services, T-Card, and Lost and Found Services were integrated into the I.T. Service Desk’s responsibilities. • Initiated I&ITS’ campus-wide E-Waste management strategy. The I.T. Service Desk now appropriately documents and disposes of all e-waste for the department and much of the campus.• T-Card Service Delivery Improvement project. Developed and executed on a plan to reduce the T-Card wait times for approximately 4000 new students. Acquired additional T-Card stations and attended residential move-in day to improve customer service. Set aggressive SLOs for T-Card and Shuttlebus services and subsequently reduced the average September wait time from 45 to 15 minutes during the busiest days. Lessons learned were shared with the central TCard offices who subsequently implemented many of our suggestions (mobile carts, event attendance, etc.).

Teaching Assistant for CSC290: Communication Skills for Computer ScientistsResponsible for two class sections (approximately 80 students). Tasks include: preparing and delivering lectures, assignment marking, exam grading and invigilation.

Provided business analysis and project management expertise for a variety of I.T initiatives on the University of Toronto campus including:- Classroom technology "deep dive" which included analysis of our existing A/V support resources and equipment.- Initiated RFI with multiple ITSM SaaS product vendors.- Wrote the University of Toronto Service Desk SaaS RFP document.Supported business decision-making by analyzing existing technologies and suggesting improvements and changes where required.

Provided senior level direction and technical expertise to address the large scale changes in student enrolment levels and the physical relocation of the faculty and datacenter.Managed the datacenter for Daniel’s Faculty supporting all faculty, staff and studentsAdministration of a multi-site Hyper-V infrastructure hosting 50+ virtual machines.Responsible for Daniel’s Exchange 2013 systems administration and support.Primary backup administrator utilizing System Center 2012 Data Protection Manager.Responsible for the physical and wireless networks comprised of Huawei, 3Com, and Ruckus equipment.Provided technical leadership and supervision for junior IT staff.Performed an IT business audit of the existing IT infrastructure at the request of senior management.Completed a 12 point technical recommendations plan including short and long term goals in order to address issues with the IT environment within Daniels.Leveraged university-wide IT assets for the benefit of the faculty (e.g. VOIP, Network Infrastructure, Wireless Infrastructure, Email Service, Document Management, Ticketing System)Project managed (per the technical recommendations document):- IT Ticketing System Project- Service Monitoring and Maintenance Project

Unix/Linux and Windows systems administration (Drupal, Apache, Tomcat, MSSQL/SQL database, DNS, DHCP, SCCM, Active Directory, Radius and Kerberos authentication system, VPN, Firewall, Data storage and virtualization, application development and production servers.)Responsible for centralized backup solution for Mississauga campus using EMC Networker and Data Domain products.Administration of multiple VMWare servers hosting 100+ virtual machines.Provide IT Project Management for Campus Wide Wireless Remediation, and SharePoint Pilot projects. Responsible for XenDesktop/XenApp service deployment and evaluation of thin-client products (Dell, Wyse, HP) for campus lab deployments.Resolves network problems with Nortel/Avaya equipment. Evaluates and modifies port and computer configuration; replaces defective network equipment and wiring.Responsible for Meru campus network wireless access points, and controllers.Member of the following committees/groups: - Ontario Universities Computing Conference (OUCC) Planning Committee (2012). - University of Toronto TechKnowFile Programming Committee Member (2012). - Joint Health & Safety CommitteeMedia interviews:"Campus undergoing wireless upgrade", The Medium, November 25, 2013. http://themedium.ca/news/campus-undergoing-wireless-upgrade/ Presentations / Lead Speaker at: - “Xen and the Art of Virtual Desktop Management”, Ontario Universities Computing Conference, Mississauga, April 30, 2012. Ref: https://2012.oucc.ca/sessions/xen-and-art-virtual-desktop-management

Financial, Business, and Marketing at Christ Church, Stouffville location.https://www.edukids.ca/

Performed System Administration duties on 10+ Windows Servers, two Linux servers, and 3 X-Serve Mac OS10 servers.Supervisor for a team of desktop technicians and web designers (between 4-6 employees).Provided second level technical support for all computers and mobile devices in the Fine Arts Department (Windows 7, XP and Mac OS 9 and 10, Office 2003-2010).Responsible for new equipment purchases (RFPs and internal renewal programs).Suggested, planned, and implemented the following large scale projects:- Active Directory Infrastructure for the Fine Arts Department and managed the migration from Novell to Windows.- Remote Desktop access for all managers and faculty members via Windows 2003R2 Terminal Services.- Converted approximately 75% of staff members from regular workstations to Thin-Clients, which complemented York University’s “green initiative” of carbon and waste reduction and to reduce desktop support and costs.- Converted all Fine Arts Department servers to virtual servers via VMWare ESX in an effort to maximize the utilization of our existing machines and reduce future costs.- Implemented and maintained Onity doorcard security system (Integra5 and MSSQL) for the Accolade Building Project.- Implemented departmental Wiki/Joomla website to provide online technical documentation for Fine Arts Computing technicians.Member of the following committees/groups:- Technology Enhanced Learning Coordinating Committee- Active Directory Steering and Migration Committees- Accolade Building Project Committee- York IT Conference Planning Committee (2005, 2010)- York University Staff Association - Communications Committee, Constitution and Policy Committee, Steward CommitteePresentations / Lead Speaker:- “Windows Remote Desktop and Thin Client Use,” York University IT Conference, Toronto, May 28, 2010. Ref: www.yorku.ca/itconf/program.htm

Maintained, upgraded and repaired computer networks for 30+ different companies and several hundred employees assigned to my technical care.Installed and supported all Windows Platforms including Windows 2003 Server, Windows 2000 Server, Windows NT 4.0 Server, and Windows 95/98/ME/2000/XP Workstations.Supported and installed multiple mail server types including Microsoft Exchange 5.5, 2000, and 2003 versions. Provided initial setup, design, and disaster recovery support for Exchange.Installed and supported remote access software such as Citrix MetaFrame 1.8, Citrix MetaFrame XP, Terminal Services (2000, and 2003) as well as several flavours of Virtual Private Networks for remote user access.Installed and supported mySQL, Microsoft SQL, FoxPro, and several custom made databases.Supported Novell and Unix based networks. Also supported the desktop access to these servers.Performed and wrote security and networking audits of new clientele of Paradigm’s which were used to sell services and hardware.

Responsible for all I.T. related purchasing, technical support, and administration in the Mississauga Head Office, Thomas Cook Direct Call Center, and the Vancouver Inbound Office.In charge of hiring students to work as technical support representatives. Project manager for Vancouver Inbound Microsoft Exchange project, Human Resources’ Ceridian project, Thomas Cook Holidays’ ISDN and terminal software implementation.

Provided training and support for: Office 97/2000, Outlook 98, and Windows 95/98/NT.Organized group training sessions using multimedia devices as well integrated training solutions using hardware and software in conjunction.Troubleshot hardware and software problems in a Windows NT/Novell environment.