Ryley Boyd, Mcsa, Ccna Email & Phone Number

Edmonton, AB, CA

Edmonton, Alberta, Canada

Alberta, Canada

Design and execute projects including new infrastructure migrations, Office 365 migrations, Application upgrades, and network design changes. Working often with Fortinet firewalls,Windows Server OS, VMWare, and HP and Dell Switches

Supporting our largest single client and their Citrix XenDesktop environment which uses Machine Creation Services to provide a non-persistent VDI to users. My primary responsibilities are to support and help lead a team of 5 support specialists, handle escalations, lead and execute projects most of which were application upgrades and new implementations.

Edmonton

As part of a team, and in some case as the lead technician, I support operations for assigned small and medium sized clients with Windows Server and Fortinet Firewall infrastucture. I handle emergency outages that require an on-site presence. I take parts in projects including migrations to IaaS and Network Infrastructure Upgrades.

Edmonton, Canada Area

As the primary and single assigned technician I supported client in all capacities from general operations to upgrades and improvements in Windows Server and Fortinet Firewall environments.

Calgary, Canada Area

As the single technician at a satellite site I supported all client needs including desk side support and infrastructure administration in a Windows Environment. I took the initiative to improve rack cabling cleanliness and labelling.

Calgary, Canada Area

• Coordinated Windows system administrators by delegating server by deployment type and patching day
• Performed change management duties
• Assisted in patching duties using WSUS, SMS 2003, and SCCM 2007
• Assisted in re-engineering Windows server patching process
• Used SCCM 2007 web reporting, and MBSA to generate non-compliance reports
• Provided solutions to ongoing compliance issues

• Handled tier 1 overflow calls daily
• Technical advisor to call center agents
• Monitored agency calls and ticket logs, then scored and provided 1 on 1 feedback based on Six Sigma process
• Call center stat reporting
• First point of contact for escalations
• Reduced monthly complaints by approx. half, from 45 to 20.

Calgary, Canada Area

• Citrix and F5 VPN remote access support
• Microsoft Office 2003 and 2007 troubleshooting and how-to support
• Microsoft Windows XP and 7 troubleshooting and expertise including: performance issues, driver issues, registry adjustments, adding network drives, and adding printers
• Desktop and Notebook hardware troubleshooting
• Symptom gathering and tier 1 Oil &Gas industry software support

Downtown Calgary

• Windows XP & 7 support, Microsoft Office 2003 support
• Active Directory support including password resets and security group adjustments
• Performed Cisco WAP guest account administration and FTP account administration
• Citrix troubleshooting and support
• PC and Notebook troubleshooting
• Mobile support

• Supported a Citrix environment using the Citrix management and administration consoles
• Active Directory administration including user account creation, security group adjustments, and password resets
• Maintained and configured local and network printers and their print servers
• Troubleshot printer issues and aided in printer repair alongside 3rd party technicians
• Performed backup operations with tape libraries and Symantec Backup Exec
• Supported IP telephony system using Avaya Site Administration tool