Ryan Lopes Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

• Reviewed and redesigned various processes to improve support processes done by the helpdesk along with various support teams• Handled escalations from the helpdesk for sensitive issues• Created and maintained a new training program for helpdesk agents• Trained new helpdesk agents and cross trained existing agents across North America• Provided technical support and assistance on various project to improve processes and technologies used by the business• Assisted with the onboarding and implementation of new acquisitions• Worked closely with security and HR teams to identify gaps in user management processes and addresses them• Harmonized support processes and procedures across 5 Helpdesk teams across Canada

Toronto, Canada Area

• Assisted with and provided training with the implementation of ServiceNow• Directly supported key departments during the pandemic to allow them to work from home• Key player on a security project in response to a breach by helping provide the correct data and building the ticketing system project to run the call center• Started harmonizing support across multiple helpdesk teams across Canada• Implemented one of the first remote trade desk setups allowing them to work properly from home using a variety of different solutions and technologies• Redesigned our computer staging to create a more streamlined process that allowed the helpdesk to manage deployments more efficiently• Performed a Technical Supervisor / Team Lead role on a team of 20 agents across 5 locations, supporting ~900 users• Defining and implementing new or revised processes to improve the effectiveness and efficiency • Provide technical expertise to resolve escalated issues and to assist in IT Projects• Act as a liaison between support teams to resolve outstanding and escalated issues • Developed, implemented and managed a Jira Service Desk instance, used by over 400 users and handled over 100k tickets in a year on a team of 2 people • Develop and maintain training material, documentation and provide ongoing training for IT Support staff• Work with various support teams, vendors and management to implement changes to policies and procedures • Identify risks and propose mitigation strategies for technical solutions and/or services.• Worked on and deployed several solutions to multiple lines of business • Implemented and managed a knowledgebase, Confluence, including authoring articles for use at the Helpdesk• Redesigned the onboarding and offboarding process including implementing automated forms to facilitate this process• Created the account management documentation that is still in use years later

• Main support contact for a Toronto based office, providing onsite and remote support for over 150 users• Support Windows 7, 10, Server 2012, Exchange as well as various financial applications such as Bloomberg, IRESS and Thomson One• Worked under tight deadlines and in a fact paced environment• Provided networking support, troubleshooting outages and facilitating changes to the network• Traveled to offsite locations to provide support or conduct changes• Helped changes telephone system to a Cisco system and became main support contact • Procured and order new equipment for new projects, or to upgrade current and outdated systems• Worked closely with vendors to implement new technologies, services or to troubleshoot issues• Maintained onsite networking infrastructure• Used Intune to implement a BYOD policy• Built Windows 10 images for separate departments based on needs• Performed Window 7 to Windows 10 migration