• Manage and set priorities for administration, maintenance, development, and evaluation of infrastructure systems such as desktops, laptops, servers, LANs, WANs, Internet, intranet, security, wireless, and voice communications • Manage internal infrastructure such as backups, hardware (servers/desktops/laptops), data center interactions, and network security • Provide technical support to all users and translating user and/or system requirements into functional specifications • Help to create and maintain project documentation and associated planning documents such as project charters, procurement, etc. • Complete data analysis in both software testing and implementations, including software/hardware evaluations and upgrades • Deploy new software version releases and updates; troubleshoot customer feedback and implement solutions • Manage IT assets, including maintenance of component inventory and related documentation

• Resolved numerous help desk escalated requests involving the functionality, installation andconnectivity of networks, browsers, printing services, hardware and software.• Contributed to technical planning, implementation, improvements and support of IT operations• Administer and Support Server Based Applications - User access and connectivity to server basesapplications, and server backup processing.• User Support - Provides troubleshooting, technical support and guidance to local and remote users• Network Support - Troubleshoot issues related to Active Directory objects including security settings,email profiles, wired and wireless.• Incident Response & Management - uses internal Ticket system to organize and prioritize tickets andmake sure SLA's are met.• Processed end-user requests involving new hires, employee terminations, Blackberry, MicrosoftExchange, shared drive access, and VPN.• Maintained record and documentation for all troubleshooting, incidents and network changes by using the ISO standard documentation and procedure.• Assisted as tech lead in project such as Nutanix Virtual Solution (VDI), Cisco VOIP and MultifactorAuthentication (MFA)

• Prioritized incoming calls, voice-mail, e-mail, and in-person technical assistance requests from usersrequiring assistance related to the workstation hardware, software/application support and emails.• Supported all facets of their entire IT infrastructure, including Windows Servers and domains,mainframes, Exchange servers, hardware devices, virtualization technology integrating VMWare• Attend Servus branches to assist Workspace team with new branch openings and hardware rollouts,hardware replacements and configurations• Working knowledge of SCCM ie. Managing computers, adding, and removing them to/from domain, pushing software to end users• Performed in a fast-paced environment supporting business-critical services and applications.Consistently maintained all SLAs and high customer satisfaction rating, resolving issues quickly andcompletely, at an average of 12 minutes.