• Spearheaded projects for implementing better hardware inventory management, patch management and telephony solutions• Using Active Directory (including GPO implementation), Ring Central and Office 365 to support over 1000 users across Canada• Implemented SaaS solutions for end-users such as Office 365, Ring Central, Microsoft Teams, Zoom, and various cloud data storage solutions• Supported the infrastructure and security departments during the AD domain consolidation project• Provided cost-benefit analyses to management and recommendation for the best solution for patch management, inventory and hardware upgrades

• On-site and off-site IT support for Prostate Cancer Canada – both in-house requirements for office personnel as well as supporting events held at various venues• Managed all IT related services for the organization including networking, infrastructure, patch management, hardware, software, telephony and network security• IT infrastructure, security and office services amalgamation and transfer between Prostate Cancer Canada and Canadian Cancer Society

• On-site hardware and software support engineer for Options-IT clients based in Toronto, Mississauga and Waterloo• Managing client-supported technologies such as Microsoft Exchange, Active Directory, DNS, DHCP, Office 2010/2013 suite, Lync Server 2013, Citrix, VMWare, Confluence, various Remote Assistance technologies, JIRA, Manage Engine, Splunk, Mobile Iron, Cisco IP Telephony, Google Duo and Cisco VPN• Performed all required day-to-day L1 and L2 tasks including weekly network/communications checks, network and backup power outage troubleshooting• Racking and managing Cisco servers and routers/switches• Keeping inventory of all the hardware at 3 different sites for the client• Overseeing the closure for one of the clients sites and ensuring that all technology related expectations of the client have been met and exceeded in all instances

• Extensive use of administrative tools like Active Directory, Computer Management and Command Prompt to enforce group policies, check access levels and perform general troubleshooting steps• Used technologies like HP Service Manager 9/Remedy and Service Now for ticket resolution, escalation and documentation purposes• Worked on mobile technologies such as BES 10, BES 12, Android and iPhone (both corporate and personal)• VPN technology implementation and troubleshooting (RSA SecurID, RDP, Citrix XenApp and JunOS Pulse Secure VPN Client) over personal and mobile devices• Responsible for taking calls, chats and emails from clients from USA, Canada, UK and India, and providing first level solutions and troubleshooting steps as necessary• Specialized in utilizing Unix scripts to perform administrative tasks such as unlocking accounts and the removal or granting of access to Unix based platforms• Troubleshooting issues with the entire MS Office 2010 and 2013 suite, including Outlook/Microsoft Exchange servers, as well as several Outlook add-ins• Troubleshooting network storage issues for clients and checking group policies to confirm or deny access for users• Consistently recognized by both clients and peers for going above and beyond in providing assistance and first time resolution• Responsible for training new hires with VPN technology administration

• Active Directory implementation for checking and reinforcing group policies• Utilizing ISM, eiManager and USM for ticket resolution• Designated CSAT focal for all clients; responsible for mitigating escalations with both CSC agents and clients• Troubleshooting issues for clients remotely and over the phone regarding hardware and software problems via VPN access• Specialized in troubleshooting ABM issues and providing escalations for technicians• Supported various platforms such as Windows 8.1, Windows 7, Windows XP Blackberry and iOS• Continuously recognized by peers and supervisors for exceeding expectation standards, and by the clients for providing excellent customer service• Escalation management for hardware, software and network related issues in all Windows environments

• Troubleshooting Windows XP, 7 and 10 software and hardware issues• Provided Level 2 Tech Support• Desktop refurbishing and repair• Supported smartphone device platforms such as Android, Apple and Blackberry• Rolled out Windows 7, 8 & 10 upgrades• Resolved software and hardware issues remotely and in person• Worked well individually and with a team of IT professionals• Recognized for maintaining the highest level of customer service and satisfaction

- Tackled customer inquiries and complaints on a frequent basis in a fast-paced environment- Provided basic technical support and troubleshooting for smartphones- Provided customers with account details and made any changes as necessary- Met and exceeded sales quota frequently