Duties & Responsibilities :☛ Provide technical support (in person/telephonic/remote support) to CPA Global staff across all regions on complex IT issues within agreed business SLA.☛ Ensures users are kept informed on reported incidents and issues at all time, without the need to “chase up”.☛ Accurately records all diagnostics, communications and resolutions in the IT incident and service management toolset.☛ Ensures effective first & second line investigation is completed before escalating to third line and retains ownership of all assigned issues and incidents, through to completion irrespective of the assignment group.☛ Responsible for conducting various awareness/open house sessions for training end-users on tackling common IT issues and also ensuring smooth rollout of new technology and/or service.☛ Responsible for drafting troubleshooting guides and how-to articles for publishing in the knowledge base.☛ Overseeing IT asset management, equipment procurement, CMDB (Configuration Management Database) and vendor management.☛ Participates in team building exercises by cross training and sharing knowledge with other team members.Tools and Resources used during the job:☛ JIRA (IT incident and service management toolset)☛ Microsoft Active Directory (User directory service)☛ Office 365 Portal☛ Confluence (Knowledgebase Management)

Duties :☛ Provide general technical support to end-users on Linux, Windows & Mac workstations.☛ Investigate and troubleshoot various network issues such as bad cabling, MAC address conflict, network congestion and misconfigured DNS.☛ Regularly monitor workstations and servers for performance related issues and also analyzing resource upgrade such as memory and graphic card to fulfill the end-user workflow.☛ Document IT related issues on the helpdesk ticketing system, updating the inventory databases and user account administration.☛ Develop shell & python scripts to gather data and resolve various desktop issues on CentOS 6 & 7.☛ Setup & configure workstations for new hires and also provide them training for standard Linux application & tools.

Duties : ☛ Provide technical expertise to complete VCN TechTeam contracts that include but is not limited to the following tasks: ★ Network administration, ★ Computer software and hardware technical support, ★ Server administration and monitoring, ★ Database Administration ★ Email administration and ★ Website administration. ☛ Coordinate VCN TechTeam contracts, document work orders and create Invoices.☛ Assist with workstation and server installations and also maintaining routers and switches at the office. ☛ Generated new memberships and raised donations for VCN, which is a Non-profit organization partially funded by the provincial government.Projects:☛ Designed, implemented and supported IT infrastructure for an Income Tax Clinic (Under CVITP program) at a Non-profit organization.☛ Configured Live-Migration on KVM using DRBD clustering technique.☛ Integration of Cisco VOIP phones with Linux-based Asterisk server.☛ Planning, configuring and migrating current edge-based network infrastructure to pfSense at VCN.