I make peoples lives easier

Acted as a subject matter expert for remote support team, involving various network issuesDeploy network hardware equipment, and assist in the deployment of network hardware for various clientsInvestigated and experimented with the deployment of a network monitoring system using SNMP and KaseyaAs a single point of contact provide an extreme customer service experience for a wide variety of clientsSupport clients by spanning Tier 1, 2 and 3 support responsibilities including engaging external partners or vendors to remediate client support needsShare knowledge and provide assistance across clients as neededMaintain accurate and timely reporting of system status enabling you to propose relevant improvements to each client environmentWork to improve infrastructure processesDevelop and maintain technical materials as needed

I am relied on to administer the various networks in an effective way. This includes our head office, and various hotels and restaraunts. Some of the many tasks include planning network enhancements such as upgrading our network infrastructure to handle higher volumes of traffic, migrating various hotels from a satellite internet service onto an SSL connection. Also, looking into how we can expand or enhance the various services on the network, such as Active Directory, DNS, DHCP, Microsoft Exchange, Wireless, and many others.

In my role with Canalta I am relied on to go to various properties around Alberta to install and troubleshoot various issues. I have covered such things as installing new computers and putting new services into production. Expanded the overall bandwidth and quality of service at multiple hotels across Central Alberta, as well as improved the overall wireless effectiveness in said hotels.

Cisco CCNA and CCNPCisco Wireless techniquesVarious scripting languages (Java, perl, powershell, bash, batch etc)Various forms and levels of Server Administration (Windows Active Directory, and Linux)Configuration and Deployment of Email Services (Microsoft Exchange Server and Sendmail)Basic Network Security TechniquesAdvanced Server AdministrationVirtualizationSwitching and TroubleshootingVoice over Internet Protocol (VoIP)Basic Project Management techniques

Acted at Tier 1 network support, taking escalations for various regions (Calgary, Edmonton, Vancouver and Winnipeg) on various network concerns facing the CMTS/Broadband internet and phone networks.Monitored HP Openview and tracked various incidents and changes according to ITIL standards being used in the work in the work place using HP Service Desk.Responsible for implementing various impacting and non-impacting changes, such as inserting various line cards, Gigabit Ethernet and other technologies in expanding the capacity of the CMTS/Broadband internet and phone networks.Assigned multiple IP blocks, and their rip routing, and ACL's required for the end user to be able to get their required level of service.Worked with Server Operations department in diagnosing issues between the CMTS/Broadband device(s) and the various servers needed to hand out IP's and contracts, not excluding DHCP, DNS, and TFTP servers.Troubleshot traffic and ports between the CMTS/Broadband device, and various Cisco and Extreme networking gear.Diagnosed issues caused by OSPF failovers on the Digital Phone network and worked with other engineering departments to come up with a series of solutions to prevent further impact.Added various types of network equipment, such as Cisco and Motorola Broadband/CMTS routers, network consoles, and RF-Gateways into monitoring.Responsible for updating processes, and other forms of documentation that is crucial to the ongoing maintenance and performance of the network.

Acted as an expert resource for clients in troubleshooting various internet-related hardware and software issues, resulting in increased client satisfaction.Gained an in-depth knowledge of all business processes surrounding the sale, implementation and support of digital equipment. Equipment included cable modems, digital cable terminals (DCTs) and personal video recorders (PVRs).Acted as a key resource for colleagues, filling in frequently as internal support ("Calgary Hotseat").Became a leader; was looked to for assisting with issues requiring proficiency in all areas of the business.Dealt professionally with complex client issues including those requiring additional investigation, analysis and follow-up.Skilled in many facets of the Shaw business; trained in departments involving repair of digital equipment, dispatch as well as customer service.Provided detailed information and input on issues affecting technologies as well as business processes.

Provided expertise to customers on what product would best fit their needs.Met and exceeded goals for daily and weekly sales set by managementSold multiple items to customers 55% of the time.