Paul Baldassi Email & Phone Number

Hamilton, On, Ca

As the primary IT Support resource, I effectively managed remote and on-site support operations spanning 10 stores, 2 offices, and 1 warehouse. Going beyond simply IT, focusing on providing digital solutions to any challenge faced by the business. Serving as a pivotal liaison between marketing, store operations, product management, and loss prevention, streamlining ticket flow and facilitating efficient triage and escalations. Specialized in providing comprehensive support, planning, and implementation for diverse technologies, including but not limited to IoT, Digital Signage, POS equipment, physical and cloud network infrastructure.

Hamilton, Ontario, Canada

• Spearheaded project deploying new ITSM software for Helpdesk ticketing and endpoint management including research, budgeting, testing and deployment. Studied the current process, identified and recommended workflow automations to drive a reduction in ticketing volume.• Administered Windows workstation and server environments as required from user account changes to server patch deployment, SQL db maintenance, automated backups.• Supervised Helpdesk staff and develop department best practices, overhaul workstation deployment process to introduce automations, leading to doubling current deployment rate.• Assisted with level 2 tickets, supporting in-office and remote staff with VPN, Microsoft O365, Legal industry department apps (on-premise hosted and cloud services), A/V , smart boardrooms (Zoom & MS Teams). Trained staff on endpoint and mobile device best security practices.

Hamilton, Ontairo

• Provided Next-Business-Day service using proven troubleshooting methodologies, working with remote support teams to escalate issues for Dell/EMC, Lexmark, Hitachi Data Systems, Quantum.• Senior on-site resource for Umicore Autocat Burlington and Unilever Canada, responding remotely and physically to Tier-2 issues in both office and factory production environments; solely responsible for hardware and software rollouts, training users on new software and hardware.• Regional project lead for upgrading company dispatching SaaS solution from 2017-2022 providing feedback for engineers and management to develop features and fix bugs. Led communications to fellow staff on new services and trained new employees in the region.• Primary installer for the territory, responsible for site planning, installation, and configuration of Dell/EMC hardware including any related connected equipment within scope.

Burlington, Ontario

• Travel as required to support offices and retail stores across Canada, as well as contributing to training and orienting staff on new technologies• As part of a small team, support national retail chain, three warehouses, two offices consisting of over 100 stores and 75 office users from retail staff to company executives• Responsible for IT installation and set up during new store openings/renovations• Project lead for country-wide Biometric Time-clock system rollout in 2012

Southwestern British Columbia

• Part of Next-Business-Day Dell field services division; fulfil hardware service contracts throughout British Columbia independently and with team members, adjust to dynamic daily schedule.• Performed on-site service including repairs/rebuilds of Dell desktop, workstation, notebook computers and servers requiring warranty replacement parts, maintained documentation.

Banff, Alberta

• Provided technology support, both remotely and on-site, while utilizing ski-lift system and snowmobiles to access any systems within the resort• Supported 200+ users, VOIP/Analog phones, automated ticket windows, digital signage, remote web cams, networking equipment, POS retail machines, ABM's, weather & telemetry data stations, wireless networks• Worked with Ski Patrol and Campbell Scientific to overhaul and upgrade weather station network to improve data integrity and efficiency

Etobicoke, Ontario

• Main point of contact for sales accounts, from conference calls, site visits, negotiating service contracts, product returns, device troubleshooting• Engaged all departments to fulfil complex sales proposals, working closely with internal specialists to design and deliver network solutions• Advised customers on their hardware, software, and service purchases