David Adam Salem Email & Phone Number

Edmonton, AB, CA

Acheson, Alberta

• Meet monthly with assigned business unit leaders; acts as a business partner to the assigned business units.
• Initiate sessions in describing new systems for the purpose of enhancing business processes, operations, and information process flow.
• Review and analyze the effectiveness and efficiency of existing business systems and develop strategies for improving or further leveraging those systems.
• Continuously analyze current processes and user requirements to develop solutions.
• Recommend modifications to business leaders that will improve effectiveness and increase the ability of operating systems.
• Assist in project feasibility studies as required, collecting and providing technical details and requirements, verifying system capabilities, and analyzing required modifications.

Edmonton, Canada Area

• Deployed Docker and OpenShift with Keycloak integration to manage identities and Nagios, Hawkular and ELK to manage logging and monitoring.
• Evaluated, designed, and implemented production and development environments, including high-availability and persistent storage through HAProxy and Gluster.
• Streamlined administrative tasks from multi command processes to full automation or single commands through Ansible.
• Deployed a realtime monitoring system for cloud infrastructure.

Edmonton, Canada Area

• Assists with the administration of web-based applications on Windows and UNIX hosts.
• Provides support for web-based applications that run departmental and central services.
• Works with clients and other teams to prepare for the delivery of new services.
• Creates, implements, and refines tools to allow for effective automation, monitoring and maintenance of services.
• Develops, implements and refines procedures and standards for web-based applications, including security and technical guidelines and best practices.
• Assists with the diagnosis and root cause analysis of service impacting events.

Edmonton, Canada Area

• Provides support for all computer hardware and software, including A/V equipment in Smart Classrooms, mobile devices, networking hardware, and scientific instrumentation.
• Supports user, file, and workstation management as a domain administrator.
• Supports workstation imaging, deployment, and evergreening
• Supports network configuration, VLAN assignment, IP address management, DNS hostname assignments, remote access configuration, VPN access and management, and RDP access.
• Provides end-user training on effectively utilizing IT services.
• Performs IT service discoveries in complex environments and implements new IT services.

Edmonton, Canada Area

• Possess and maintain current knowledge of computer, printer, and peripheral repair strategies of equipment on site at the WCB, network troubleshooting strategies for computers and printers, software troubleshooting and.
• Determine and coordinate third-party vendors for repairs inside and outside of warranty period.
• Troubleshoot problems on all workstations and printers.
• Provide desk-side training in operating hardware and software.
• Provide service on customer sites.
• Diagnose system hardware, software, and operator problems, recommending remedial actions to correct problems based on knowledge of system operation.

Edmonton, Alberta, Canada

• Managed queue for all Install/Move/Add/Change activity requests: closing completed requests and assigning incoming requests to technicians.
• Handled client escalations.
• Provided support to Helpdesk and IMAC agents seeking resolution.
• Responsible for training IMAC agents in process and procedure.
• Responsible for providing information for second-level resolver groups.

Edmonton, Canada Area

• Worked with resolver groups within the Helpdesk to provide support for issues escalated by Tier I support agents.
• Researched issues and worked with clients to find alternative solutions that could not be offered by Tier I support.
• Managed ticket queue to ensure all clients were contacted and assigned tickets handled within timeframe outlined in service level agreements.

Edmonton, Canada Area

• Supervised the daily operations of call centre activities, including management of phone, e-mail and Helpdesk ticket queues.
• Ensured IVR status messages were kept up to date.
• Ensured all calls were answered promptly and correctly.
• Coordinated agent breaks and lunches to ensure optimal staffing levels were maintained.
• Developed and monitored performance metrics to meet service delivery goals.
• Monitored quality of service and responses provided through observation and monitoring of calls.

Edmonton, Canada Area

• Provided phone-based support for IBM software in use by Fleur Daniel.
• Provided remote assistance.
• Issued and supported client RAS tokens.
• Maintained a high level of client satisfaction.
• Assisted in training new agents in process and procedure.

Edmonton, Canada Area

• Implemented EFI Digital StoreFront e-commerce solution for Large Format Printing group. Developed and deployed development, user-acceptance testing, and production environments into VMware virtual environment, ensuring.
• Administered University Adobe Connect environment used to facilitate collaboration between students and educators from front-end application to backend hardware, software, and databases.
• Served as a bridge between Application Hosting and Deskside Support teams. Working under secondment as a member of Application Hosting while still maintaining formal ties to Deskside Support.
• Implementing RMS solution for repair and deployment team. Working to manage and oversee the installation of the UAT and production environments. Providing consulting and advice regarding software implementation and.
• Implementing new work flows for the Application Hosting team. Working with different departments to streamline operations and requests involving the Application Hosting team, including providing assistance with.
• Developing service catalogue for application hosting team. Helping to define and publish the service catalogue for the Application Hosting group, which includes defining new service offerings and maintenance of legacy.

Mississauga, ON

Technical support, general inquiries, sales and accounting. Outgoing contact point for delinquent payments as well.

Thornhill, ON

Front counter services and walk in support. Helpline representative and general accounting, general accounting for delinquent clients.

Data Science, R Programming

Continuing Education

Linux networking and security courses.

Bachelor Of Engineering (B.E.), Computer Engineering

Education record

Activities and Societies: Swim TeamBronze Medallion earned.