Responsible for system optimization activities including, performance tuning, patching and upgradingAnalyse, troubleshoot and resolve system hardware, software and networking issuesDesign, develop and implement system infrastructureField support requests and manage tickets and emails to ensure timely and effective responses Maintenance of system documentation, reports, contracts, SLAs, and warranty informationMonitor, review and administer system health checks and daily backup processesCommunicate with team members and operational departments to ensure policy compliance Build and foster partnerships with other employees, vendors and managementWell versed with Active Directory, user accounts, and file/folder permissionsExplain technical solutions in lay terms to non-technical staff and provides one-on-one instruction for staff

Provided Tier 1,Tier 2 and Tier 3 support with remote tools and with on-site supportMet with department heads on remote sites to discuss any outstanding issues or recommendationsProvided Mobile, BlackBerry and IP(Cisco, Nortel and Avaya) phone supportResponsible for maintenance and development of multiple production serversResponsible for installation and configuration of all network printers for all sitesCreated and updated images for corporate laptops and desktopsCreated instructional documentation for end users on various systems and applicationsManaged support and maintenance for workstation hardware though Dell contract. Provided on-call support on rotationSupported Nortel and Juniper VPN clients

Resolved technical issues regarding the operation and interaction of PC software/hardware in a networked environment, involving diagnoses utilizing advanced troubleshooting techniquesManaged support and maintenance for workstation hardware though Dell contractConfigured, installed, and managed workstation software and operating systems including Microsoft Office 2003, 2007, 2010, Microsoft Windows XP and Microsoft Windows 7Managed software versions, anti-virus systems, updates and patches to ensure that workstations are kept current and stableManaged IT Services virtual firewall and made changes as requiredActed as an Exchange Administrator, setting up email accounts and group distribution listsManaged and arranged additional support for printersEnsured that backup tapes are labelled, rotated weekly and sent off-site on a monthly basis Researched and recommended opportunities for desktop efficienciesProvided user account management including user setup, removal and password resetsSets up and configured audiovisual equipment for presentations and meetings for staff across campus

Managed main call centre during the Vancouver 2010 Paralympic GamesSupervised the Level of Service within the Call Centre Submitted daily reports to our Technology Operations Centre (T.O.C.)

Managed on venue Help Desk during the Vancouver 2010 Olympic GamesManaged on venue Help Desk during numerous sport eventsReferred tickets to on venue specialists (Server, Desktop, Reprographics and Network) when necessary Escalated high severity incidents through the proper channels in order to meet defined service level agreements

Logged all communications in a central call management system within defined service level agreementsProvided on-call support during off hours with the responsibility to escalate an issue to our Tier 3 team if required.Supported of general public users of ExtranetAdvanced support of Windows XPAdvanced support of MS Office, including OutlookAdmin of Active Directory to create and maintain user accounts, public folders, distribution lists and group calendarsAdvanced support of VPNBlackBerry Device, BlackBerry Enterprise Server(BES) and mobile phone supportCreated, prepare and file forms to track status of deployed equipmentCreated documentation for Call Management System (CMS) trainingInstructed users on proper use of CMS through multiple training sessionsTrained and mentored junior analystsCreated reference guide for all call centre analysts for use during the gamesConducted interviews with candidates for positions during games

Provided Help Desk supportAdministrator of Active Directory to create and maintain user accounts Performed daily backups of serversProvided maintenance and troubleshooting services Implemented an Asset Tag database system to track company inventoryCreated Knowledge Base to improve the efficiency of troubleshootingIntroduced the ability to fax from PCs for company useManaged and maintained company hardware

Performed IT and other related servicesStreamlined put away system for an efficient inventory allocationRan and maintained entire receiving department in time of need for 24 monthsManaged and supervised employeesEnsured proper tracking and shipment of products Increased employee productivity by 50% by implementing a new inventory system for products and supplies