Nicholas Diotte Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

Assess computing needs, system weaknesses, and oversee the work and recommendations of other contractors hired by our managed service customers. Manage system and network security for strategic customers. Responsible for the migrations of all network, storage and computing equipment. Document best practices for cloud-based service deployments. Perform disaster recovery testing as well as health checks on all devices. Work closely with Sales to ensure new infrastructure refresh quotes meet our customers technical requirements.

I was responsible for leading, managing and developing the Service Operations team including: Systems Administrator, Network Administrators and Data Centre Technicians. My primary duties were to deliver support and solutions for our Wholesale and Managed Service customers. I was also primarily responsible for the upgrading and patching of all services. I would work close with various departments ensuring our operational procedures and best practices were well defined, documented and consistently applied. I also managed and develop strategic partnerships with vendors and third party suppliers and was primary contact for any vendor level escalations 24x7x365.

Assisted with launching and planning of Data Centre in 151 Front Street. Ensured prompt and proper delivery and repair of network facilities. Assisted with various product launches. Expanded NOC hours of operations in order to provide 24x7 coverage. Created and enhanced existing applications to assist with the automation of repetitive day to day tasks. Managed various departments within the organization such as: Data Centre, Network Operations, Provisioning and Capacity Planning. Oversaw the MACD of all enterprise and wholesale interconnects. Hands on troubleshooting of complex voice routing and data repair issues. Coordinate all maintenances within the data centre. Ensured the functionality, repair and expansion of all data center equipment: HVAC, DC Power, UPS, PDUs and Fibre/Patch Panels. Negotiated and maintained appropriate support contracts. Issued official RFO and IRs for our wholesale customer base. Provided weekly reporting to C-level executives on ticket volume trending and service levels.

Report and escalate any network troubles to appropriate Telco or department within appropriate MTTR guidelines. Converted shift hand off tracking sheets to an online website which allowed for better auditing in order to reduce escalations. Developed standardized training and testing for new hires. Reduced ticket turn around time by increasing general knowledge of NOCC. Implemented weekly team meeting. Implemented daily/weekly/monthly check lists to ensure staff are more proactive. Significantly decreased staffs churn. Decreased the amount of escalations outside of our department and to management. Streamlined escalation processes for carriers, vendors, and internal departments within Primus. Continue to perform all NOCC Technician functions.

Monitor, maintain and repair Primus Canada’s voice, data, wireless, and internal networks. Report any network troubles to appropriate Telco. Co-ordinate all network maintenance. Day to day administration for the following devices: Cisco switches and routers, Redback SmartEdge 400/800, Lucent Plexus 9000, DMS 500, BroadSoft M6, Genband C3, Nortel CVX, Juniper ERX. Experience working with PRI, Centrix, ISDN, T1, DSx, OCx, DSL (PPPoE/HSA), LAN Extensions, Wireless, Local Lines, Toll Free, Long Distance Routing, Calling Cards, VoIP (SIP, MGCP). Routing experience: OSPF, BGP, ATM, MPLS. Assisted with shutting down voice and data fraudsters.

Application support, Lead migration from NT 4 Domain to Windows/Exchange 2003 Server, Maintain tape library back-ups, Archiving of reports for auditors, Support IVR system, Ensure 24/7 network availability, Support all workstations, servers, and ATMs in our seven branch locations. Implementation of IDS sensors, firewalls, SMS, IBM Director, Track-It!, MSSQL 2000, SUS, Symantec Ghost.

WINCOM was a local ISP. My duties were to ensure our customers were up and running 24/7. I supported the following platforms: Windows 9x, WindowsNT, WindowsME, Windows 2000, WindowsXP, and Linux (Slackware, RedHat). I oversaw DSL installations, and PC/Server hardware upgrades. Managed our mail, dns, www, sql, and co-location servers. Supported a wide range of internet driven applications, troubleshooted networking issues, configured and maintaining our billing software.