Paul Baker Email & Phone Number

Brampton, On, Ca

Bolton, Ontario, Canada

Primarily a survival job to allow me to complete my studies at CIMT College. Picked orders for customers with emphasis on accuracy. Prepared orders for shipping to the customers using the internal management system software. Member of Tote Team - replenished the pick area with totes. Performed daily safety audits on flatbed trolleys used to transport totes. Acted as Social Distancing Ambassador to encourage associates to maintain social distancing during pandemic.… Show more Primarily a survival job to allow me to complete my studies at CIMT College. Picked orders for customers with emphasis on accuracy. Prepared orders for shipping to the customers using the internal management system software. Member of Tote Team - replenished the pick area with totes. Performed daily safety audits on flatbed trolleys used to transport totes. Acted as Social Distancing Ambassador to encourage associates to maintain social distancing during pandemic. Conducted daily audits of the Social Distancing Ambassadors to ensure coverage through the facility. All work was performed with emphasis on safety. Show less

Toronto, Canada Area

• Oversaw incidents queues for multiple sites at University Health Network using ServiceNow and coordinated my team’s daily workload of 60 – 100 tickets by effectively triaging tickets and assigning the tickets to the team according to priority, and technician availability.• Analyzed ticket data exported from ServiceNow in a complex onsite production environment to ensure Service Level Agreements were being met by our technicians.• Involved with the design and creation of custom Excel… Show more • Oversaw incidents queues for multiple sites at University Health Network using ServiceNow and coordinated my team’s daily workload of 60 – 100 tickets by effectively triaging tickets and assigning the tickets to the team according to priority, and technician availability.• Analyzed ticket data exported from ServiceNow in a complex onsite production environment to ensure Service Level Agreements were being met by our technicians.• Involved with the design and creation of custom Excel workbooks to analyze the exported data based on the needs of the client and/or management.• Produced monthly utilization reports showing team productivity for an average volume of 2500 tickets.• Analyzed tickets that breached the SLAs to seek out for root causes and opportunities for policies and process improvement in our services to the client.• Engaged in continuous improvement by collaborating with various teams to share the results of our analysis to resolve issues impacting our operations and improve our service delivery to our client. Show less

Toronto, Canada Area

• Using ServiceNow, coordinated my team’s daily workload of 60 – 100 tickets by effectively triaging tickets and assigning the tickets to the team according to priority, and technician availability, frequently exceeding minimum monthly SLA target of 95% • Followed up on ticket escalations with the technicians, management, and/or client to ensure that the issue(s) were appropriately resolved.• Proactively monitored the queues for major incidents, and immediately alerted management.•… Show more • Using ServiceNow, coordinated my team’s daily workload of 60 – 100 tickets by effectively triaging tickets and assigning the tickets to the team according to priority, and technician availability, frequently exceeding minimum monthly SLA target of 95% • Followed up on ticket escalations with the technicians, management, and/or client to ensure that the issue(s) were appropriately resolved.• Proactively monitored the queues for major incidents, and immediately alerted management.• Generated custom Excel sheets to track tickets to ensure Service Level Agreements were being met, minimizing escalations due to aging tickets, by the end-users.• Created weekly work schedules for the team. Show less

Toronto, Canada Area

• Working under the direction of Hewlett Packard, coordinated hardware procurement with product vendors to ensure the on-time delivery of equipment required for and IMAC installations at University Health Network.• Oversaw inventory control.• Aided in the supervision of eight technicians and regulated their workload.• Developed an Excel solution for a computer refresh project that reduces ticket creation time by 60% and minimizing errors in the tickets.• Engaged with the client… Show more • Working under the direction of Hewlett Packard, coordinated hardware procurement with product vendors to ensure the on-time delivery of equipment required for and IMAC installations at University Health Network.• Oversaw inventory control.• Aided in the supervision of eight technicians and regulated their workload.• Developed an Excel solution for a computer refresh project that reduces ticket creation time by 60% and minimizing errors in the tickets.• Engaged with the client to resolve escalations in a timely fashion.• Collaborated on a migration pilot project to upgrade users to Windows 7 and Office 2010.• Oversaw Active Directory and Blackberry Enterprise Server Administration. Show less

Toronto, Canada Area

• Engaged in deskside support for approximately 450 end-users in a challenging environment in the investment banking industry.• Work included onboarding new users, and resolving client issues in a timely fashion.• Oversaw inventory control on equipment issued and returned.• Documented the calls.

Toronto, Ontario, Canada

• Install, replace, and move computer equipment at University Health Network, in a timely fashion.• Provide end-user support• Documented work as required.

Brampton, Ontario, Canada

• Planned and coordinated deployment of over 2000 desktop and peripheral equipment for a new hospital on tight deadlines.• Performed quality assurance checks to ensure installations met high standards; followed up on installations where issues were present.• Controlled inventory of new equipment.• Recommended changes to the client that improved workflow and staff efficiency.• Documented deficiencies; advised the client of tasks required to resolve the… Show more • Planned and coordinated deployment of over 2000 desktop and peripheral equipment for a new hospital on tight deadlines.• Performed quality assurance checks to ensure installations met high standards; followed up on installations where issues were present.• Controlled inventory of new equipment.• Recommended changes to the client that improved workflow and staff efficiency.• Documented deficiencies; advised the client of tasks required to resolve the deficiencies.• Coordinated upgrade and refresh projects in other locations Show less

Mississauga, Ontario, Canada

• Performed custom software configurations according to customer’s requirements in a secured network environment• Participated in a project that configured 18000 desktop systems in one year.• Developed processes for and managed several configuration projects; proofread orders for completion/errors and shipped to the customers • Troubleshoot hardware, software and connectivity issues during the configuration process to ensure smooth implementation; resulting in a high track record of… Show more • Performed custom software configurations according to customer’s requirements in a secured network environment• Participated in a project that configured 18000 desktop systems in one year.• Developed processes for and managed several configuration projects; proofread orders for completion/errors and shipped to the customers • Troubleshoot hardware, software and connectivity issues during the configuration process to ensure smooth implementation; resulting in a high track record of smooth system changes Show less

Postgraduate Degree, Network Administration, Gpa 3.5

Areas of study: CompTIA A+, Network+, Security +, Linux+ Microsoft Azure, Server Infrastructure, Client Systems Cisco CCNA, CWNA, CCNP

Certificate, Computer And Information Sciences And Support Services

NetWare Administrator course

Diploma, Hospitality Administration/Management

Mcse+Internet