Nathan M. Email & Phone Number

Ottawa, On

● Created and assigned support tickets to various technical departments and followed up with clients to ensure resolution● Conducted orientation sessions for new employees ● Install, configure and manage Windows desktops and notebooks for 25 users● Maintained and routinely extracted data from SQL database server.● Implemented the Sonic VPN 2000 Web Access Portal solution. (5% increase in workforce efficacy)● Managed windows 2008 servers with Active Directory ● Migrated internal servers form a physical machines to Virtual environment ● Responsible for implementation and monitoring weekly backups● Remotely managed Network equipment and server equipment● Completed on-site hardware repair work for Mac and Windows PCs ● Evaluated and procured hardware and software solutions from various outside vendors● Routinely consulted with the Relais product development team ● Provide 1st, 2nd and 3rd level support for Windows XP and Windows 7 clients● Worked directly with Chief Technology Officer to maintain a high level of service for internal and external clients● Maintained and created support documentation.● Provided advanced Relais product support to external customers ● Responsible for internal PC hardware and mobile devices asset management ● Provided 1st tier support for IP based telephony

Ottawa, On

● Responsible for monitoring weekly backups using VERITAS Backup Exec 12● Provide 1st, 2nd and 3rd level support for windows 2003 servers● Install, configure and manage desktops and notebooks for 20 users● Managed the Active Directory 2003 structure for the Geographic Information System (GIS) department ● Provided front line support for software applications including ESRI

Ottawa, On

● Procured hardware and software solutions from various vendors (tested and evaluated various products and determined best fit)● Install, configure and manage desktops for 20 users● Provide 1st, 2nd and 3rd level support for user community of 20● Support remote VPN client community● Automated software deployment and backup process ● Completed on-site PC repair work● Responsible for internal PC hardware and mobile devices asset management ● Managed company wide Active Directory 2003 structure. ● Testing and implementing Group Policy Objects (GPO) and administration of user accounts● Responsible for implementation and monitoring weekly backup’s using Veritas Backup Exec 9.1● Maintained and supported the Citrix server and remote users● Received four Employee Recognition awards for providing company-wide assistance ‘above and beyond’ regular duties

Ottawa, On

● Completed a 60 day international training assignment in Manila , Philippines● Maintained working relationships with our sister site in Manila ,Philippines ● Developed and delivered internal training material ● Completed all Dell internal training● Delivered technical and behavioral coaching to 15+ direct reports● Served as 2nd level escalation point for 1st level support analysts.● Worked on cross departmental ventures to improve interoperability ● Responsible for driving improvements in revenue by strengthen inner-departmental cohesion ● First call resolution (95% of the time)● Participated in mentee/mentor relationships ● Responsible for maintaining and driving company metrics

Ottawa, On

● Completed new hire training program● Serviced and supported Dell customers 30-50 trouble tickets/day● Serviced and supported Dell customers responsible for resolving advanced software and networking conflicts● Identified and deployed as the individual to respond to upset customers because of capability to successfully manage the client and the incident to successful resolution● Provided team based technical hardware and software training sessions● Provided advanced software support for Windows XP, Vista● Received KUDOS award 34% of the time (KUDOS is a Dell management term and is awarded for excellence in positive phone resolution)