Leader of Head Office infrastructure support team• Manage and coach individual staff performance• Conduct regular performance appraisals with team members• Responsible for and ensure the local IT support team executes on the practice of appropriate incident, problem and change management policies to ensure proper escalation and classification of issues for effective service delivery• Accountable for ensuring compliance with all ISG (Information Security Group) requirements including data security. Responsible for ensuring processes are adhered to by leading, directing and assisting when required• As required, responsible for leading/managing infrastructure related projects requiring support at the regional level• Contribute and participate in any strategic and or architectural reviews as required and enforce the technical standards and guidelines as directed• Brought imaging back in-house on my own using MDT and VMware Workstation and is now used by regional offices across Canada• Introduced remote support capabilities including software packaging and installs across the network using Admin Arsenal, PDQ Deploy and PDQ Inventory• Introduced user self install capabilities by creating software packages that can elevate its privileges• Introduced SharePoint within the support teams across Canada and created a central repository for all documentation• Introduced SharePoint workflows that allow technicians to perform the same task repeatable and without error ie: VPN submission for users, vacation requests, standardized e-mail templates etc.• Centralized all software source files

Infrastructure Support• Provide customer focused first and second level technical systems support on existing hardware and software platforms within RSA• Help to ensure appropriate IT security controls are in place and in force as it pertains to corporate acceptable usage policy• Play a role in inventory management and assist Asset Management in their management of the lifecycle of physical hardware and software assets• As required, responsible for leading/managing infrastructure related projects requiring support at the regional level• Contribute and participate in any strategic and or architectural reviews as required and enforce the technical standards and guidelines as directed

Support RepresentativeProvided, by telephone, hardware technical support for IBM equipment• Resolved hardware problems on DOS, Windows 3.1, Windows 95, Windows 98, Windows NT and OS/2 platforms• Averaged 30-40 calls per day and recorded through tracking system• Provided support to IBM Business Partners technical staff• Resolved escalated issues passed down by Customer Care• Installation, configuration, and problem determination on network adapters, emulation adapters, modems, hard drives, tape drives, scanners, CD-ROMs, memory, monitors, commercial desktops, consumer desktops, servers, laptops, and their preloads