Rob Dean Email & Phone Number

Kanata, Ontario

Kanata, Ontario

Desktop support – responsible for end user computing, network, telephony and account issues.Conference rooms & A/V – maintain equipment (projectors, televisions, etc.) in conference rooms and support additional audio/video requirements for other events including town-hall meetings, VTC support and webcasts.Printer support – troubleshoot and support printer and copier problems.Windows OS installation – test and deploy windows images to LM Canada systems.IT purchase requisitioning – Work with vendors to identify products and pricing as required by the IT department.Maintain inventory of computer hardware and other IT equipmentAssist senior administrators testing and troubleshooting VPN, network, applications and servers.Liaise with contractors/vendors on site to support any IT related functions.Keep Microsoft® Active Directory®/SCCM Administrator console up-to-date

Manage and co-ordinate projects effectively and ensure they are delivered on time, and to agreed quality standards Participate in defining project scope and champion stakeholder requirementsManage interdependencies between projects within the ITS department;Liaise with management and other key stakeholder groups across the College;Identify and mitigate project delivery, schedule, and operational risks;Monitor issues, risks and key milestones for program and escalate as appropriate;Identify, analyze and escalate any issues, risks or changes as required;Document and track key decisions and developments;Assist with content development for executive presentations;Administer and maintain the Projects SharePoint sites and ITS tools (e.g. Salesforce)Collect and consolidate data from appropriate sources for project status reporting to key stakeholders

Creating new users and maintaining users in Active Directory for the Military GIS programResetting users passwords in Active DirectoryPerforming back up of GIS server using Backup ExecGranting users access to groups/ OU’s with managerial permissionUsing different ticketing systems to track work ordersInstalling / configuring Network peripherals and softwareInstalling and troubleshooting electronic devices (ie mobile phones, BB, iOS and printers)Deploying new desktops with Windows 7 and office 2010Providing technical support services in a Microsoft Network environment using Microsoft Windows XP, 7, and Microsoft Office Suite 2003 & 10.Maintain License server for LabView, Mentor Graphics and Solid WorksUse remote access technology to resolve hardware and software issues.

Problem identification, isolation and escalating problems as required.Ensure that Service Levels Agreements are followed.Maintain current documentation of client status, complete trouble tickets, and incident reports. Explain and educate users with step by step procedures to resolve problem or doing it remotely with a Remote Desktop session. Provide after-market sales, ram upgrades, anti-virus packages, printers and inks.

Assists manager in the day to day operation of the store.Help maintain a high level of customer satisfaction and resolve customer problems in a sincere and friendly mannerLead trainer, training new hires and cross training on different positions

Consult, interpret and verify work orders, specifications, drawings, schematics and special requirements.Set up all tools, materials and equipment to create cable pathways. Call center agent - Technical Support, first and second level.Adecco for Compaq Canada/HP, Ottawa, ON, August 2000 – May 2002Provide service with Internet costumer experiencing difficulties to determine and document problems experienced, Consult user guides, technical manuals and other documents to research and implement solutions.Bring forward common or repeat problems to Support team and SQ Management to ensure maximum service availabilityWork with technicians from all technology teams for the optimal and timely resolution of technical issues.Ensure that Service Levels Agreements are followed.Assign work orders to the appropriate queues for follow up.