Mike Jay-Aar C. Email & Phone Number

St Albert, Alberta, Canada

- Handle an immense volume of calls, emails, and walk ups on a daily basis- Work with various departments and teams to troubleshoot IT related issues- Support multiple in house applications/software including but not limited Clientele, XenMobile, Gaming applications, ePersonality, Liquor Licensing System, Gaming Licensing System, Financial Gaming Review System, JDEdwards, Cannabis, Liquor, and Anti Money Laundering Identity Access Management, etc.) with issues pertaining to account… Show more - Handle an immense volume of calls, emails, and walk ups on a daily basis- Work with various departments and teams to troubleshoot IT related issues- Support multiple in house applications/software including but not limited Clientele, XenMobile, Gaming applications, ePersonality, Liquor Licensing System, Gaming Licensing System, Financial Gaming Review System, JDEdwards, Cannabis, Liquor, and Anti Money Laundering Identity Access Management, etc.) with issues pertaining to account lockouts, application errors or non responsive applications, as well as creating, modifying, and deleting user accounts- Provide support to Lexmark printers in terms of basic troubleshooting and escalation of issues following established SLA's- setup users in multi-factor authentication (MFA)- Escalation of SLA's to Service and Application Support groups- Setup and support of mobile devices in XenMobile or InTune (testing phase)- Attend meetings and trainings on new and emerging technologies Show less

Edmonton, Alberta, Canada

 Managed large amounts of inbound and outbound calls in a timely manner. Follow defined processes and correct technical incidents within defined Service Level Agreements Administer accounts, group policies, and access rights through Active Directory and MS Exchange, and file share permissions Administer Lync Server as well as Cisco WebEx and Spark and managing user’s accounts Set up backups and perform regular checkups for Acrodex and over 15 client’s… Show more  Managed large amounts of inbound and outbound calls in a timely manner. Follow defined processes and correct technical incidents within defined Service Level Agreements Administer accounts, group policies, and access rights through Active Directory and MS Exchange, and file share permissions Administer Lync Server as well as Cisco WebEx and Spark and managing user’s accounts Set up backups and perform regular checkups for Acrodex and over 15 client’s servers Configuring Cisco IP phones using Cisco Unified CM and Cisco Unity Provide technical support to more than 500 clients via phone and remote desktop Deploying and installing workstation patches and software packages through SCCM 2012 Managing O365 portal for Acrodex and it’s clients. Managing Microsoft Azure in Open for Acrodex client’s server backups. Participates in root cause analysis and resolution steps and escalation of critical issues to the appropriate support group. Participates in 24/7 on-call rotation for a two week period providing IT support for Acrodex and it’s clients. Show less

Fort Saskatchewan, Alberta, Canada

Project: Sunlake Fort Hills for end client Suncor Energy; Gasification Unit for end client Air Liquide Point of contact for all ICT related incidents within Calgary and Fort Saskatchewan offices & IT Coordinator for Montreal and Belgium Servicedesks; Operational support to the company’s CMMS Installs, updates, maintains and troubleshoots ICT & Network Systems, network printers, firewalls, IP Phone, VPN, and maintain inventory of hardware and peripherals Manages… Show more Project: Sunlake Fort Hills for end client Suncor Energy; Gasification Unit for end client Air Liquide Point of contact for all ICT related incidents within Calgary and Fort Saskatchewan offices & IT Coordinator for Montreal and Belgium Servicedesks; Operational support to the company’s CMMS Installs, updates, maintains and troubleshoots ICT & Network Systems, network printers, firewalls, IP Phone, VPN, and maintain inventory of hardware and peripherals Manages administration of user accounts, emails, remote access, and user level rights Provides end-user application training and support, as required Co-Signatory/approving authority for supply purchases amounting to $25,000 in SAP SCM Show less

Abu Dhabi

•  Provided administrative and support services to the Asset Unit’s personnel (i.e., personnel administration and contract); Prepared tender documents, contract releases/amendments, security passes/clearances, and offshore travel to the platforms/supercomplexes, medical fitness for offshore duty & personnel mobilization documents

Abu Dhabi, United Arab Emirates

• Central point of contact for all IT related incidents and service within the Asset Business Unit, providing second line of support for all associated staff by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the client as soon as possible;• Accurately record, update and document requests using the IT Helpdesk system• Constant coordination with IT Division for all Hardware and Software issues and manage all requests… Show more • Central point of contact for all IT related incidents and service within the Asset Business Unit, providing second line of support for all associated staff by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the client as soon as possible;• Accurately record, update and document requests using the IT Helpdesk system• Constant coordination with IT Division for all Hardware and Software issues and manage all requests for IT related support, including upgrades and maintenance / syncing of existing computer programs by making modifications as required.• On Call Network & Systems support for technical software and hardware issues and focal point for escalation of major technical support issues for IT Client Support Engineers• In-charge with division's PC movement & networking; Telecommunications and Videoconference set-up with Polycom and WebEx, and assists in the collection and documentation of user requirements • Allocate and set security permissions for Network Shared Folders and manage requests for network folder access, MAXIMO access, Information Systems Planning, APEX account requests & EABox, Document Management System, etc.• Contribute and assist in the development of logical and physical specifications in the compilation of multiple user requirements; involved in the process of testing and evaluation of products that will be utilized and identify and communicate technical problems, processes and solutions encountered Show less

Abu Dhabi, United Arab Emirates

• Managed MAXIMO requisitions and follow up for workflow assignments• Established Electronic Document and Records Management System (EDRMS) and regular update of the same, Management of Action Tracking System• Regularly updated HR system timekeeping and process Attendance Control Forms• Generate requests & applications for Office Access Cards, Medical Reports, New Personal File Number, SRA, IPC, memos, facsimile, reports & update administrative sheets to monitor work… Show more • Managed MAXIMO requisitions and follow up for workflow assignments• Established Electronic Document and Records Management System (EDRMS) and regular update of the same, Management of Action Tracking System• Regularly updated HR system timekeeping and process Attendance Control Forms• Generate requests & applications for Office Access Cards, Medical Reports, New Personal File Number, SRA, IPC, memos, facsimile, reports & update administrative sheets to monitor work flow and claim POs• Scheduled, coordinated, and assisted in the selection of subordinate staff, provided trainings on the use of new office equipment and coordinated and conducted trainings for new employees • Generated & Maintained documents related to technical and administration support and coordinated the Facilitation of Annual Review Workshops Show less

Juris Doctor (Jd), Law

College Service Awardee Service Excellence Award

Bachelor Of Science (B.S.), Computer Science