Provided level II technical support to home based users across Canada, in-person support for the six main production sites in Ontario, as well the Sale Teams in the Dulux stores. Responsible for lifecycle hardware upgrades, as well as new deployments, of the network switches, servers, desktop/laptops/tablets (using Azure AutoPilot or USB imaging) and other hardware and software systems (security systems, fire panels, RF guns, Data acquisition systems).Participated in various IT projects working with internal and external teams: Windows 11 migration, Company Portal, PRI migration.

Delivered level I / II technical support to 1,200 users (1,500+ PCs, 700+ cellular devices, VoIP phone systems and 1,000+ phone sets) within 33 sites. Oversaw City’s telephony infrastructure operation and maintenance (including the associated physical and virtualized Windows servers and Linux appliances). Created Telecom RFP, evaluated responses, and implemented RFPs for Avaya CS1000E and Mitel phone systems while functioning as technical lead. Managed City’s telecom devices such as smartphones, cell phones, cellular modems, and desk phones and maintained corporate inventory database for telecom assets. Configured and maintained the ACD queues for the City’s Contact Centre, Markham Theatre’s Box Office and ITS Service Desk as well as the voice mail system and the Auto Attendant applications.Trained and guided users on new phone systems and smartphones and other technologies.Researched and acquired hardware equipment per users’ needs. Spearheaded wiring projects for new sites, expansion, and renovations. Maintained professional relations with Telecom vendors, including Rogers, Telus, Bell, Unity Connected Solutions, and other electrical / cabling contractors. Built, updated, documented, and deployed corporate PC image and repaired corporate laptops, desktops, printers, servers and smartphones.• Upgraded phone system and decreased number of local phone lines by 60%• Minimized desk phones by 75% through implementation of softphones and mobility clients.• Developed How-To documents for using and configuring desk phones, softphones, and smartphones.

Provided technical support for 2,000 users (+3,000 PCs)Deployed Windows 2000 enterprise desktop image

 Planned, installed, documented, maintained and provided technical support for all software and hardware for the Research and Development and testing labs (40 Labs – 80 servers, MS Exchange, Novell GroupWise, Lotus Domino, IIS, MS SQL, +250 workstations running all Windows OS, 40 PBXs in a TCP/IP multi subnet environment) Worked efficiently with Facilities, Technical Operations and IT departments to ensure that lab planning and equipment meet the business objectives  Managed a fixed budget for ordering labs hardware and software upon designer requests and planning ahead for future expansion of the R&D and testing environmentDesktop Support & Network Management Engineer Responsible with servers and PCs provision including planning, purchase requisitions, configuration, rollouts, hardware upgrades and platform migrations (100 servers, +1,500 PCs and Notebooks with single or multi boot OS) Provided internal customers (+500 users) with effective and timely technical support Supervised GE capital contractors and two CO-OP students Acted as Help Desk Agent as required

 Worked in a Windows NT 4 multi-domain environment and AS/400 Designed and installed the LAN for three new bank’s branches (Switches, NT Server & Workstations, Printers) and provided hardware/ software support Installed, trained, maintained and provided help for OfficeNet (the e-Bank product of ABN AMRO Bank) at customers location or by phone

 Worked in an IBM LAN Manager and OS/2 environment and AS/400 Organized and instructed Microsoft Office courses for bank’s employees Migrated servers from IBM LAN Server to Windows NT 4.0 Server

 Supported a Novell Netware network Developed Financial Software for Customer Accounts

 Assisted field experts with implementation and support for data processing systems Designed, prototype, tested and implemented custom electronic device