Simon Allen-Cortes Email & Phone Number

Cobourg, Ontario

Key Contributions and Accomplishments:- Provide top-level support for IT infrastructure supporting 30+ employees throughout North America and overseas.- Troubleshoot hardware, software and connectivity issues for a MacOS based production environment.- Configure and deploy employee workstations and laptops, manage capital assets and data security.- Manage secure building access and monitoring.- Manage HelpDesk ticketing and documentation.- Provided exemplary 24/7 support with an established baseline of 80% proactive and 20% reactive support.- Ability to observe, develop and distribute solutions across all departments.- Steady progression into management-level responsibilities.- Able to remain flexible within the company and provide value.

Key Contributions:- Provided technical insight and recommendations to senior management staff- Setup and maintained instances of BlackBerry Enterprise Server for both Lotus Domino and Microsoft Exchange- Setup and deployed employee workstations and laptops for everyday business use- Ensured that IT policies and procedures were followed at all times- Provided first-line support to all activity concerning IT systems and technical infrastructure- Documenting relevant IT tasks and procedures- Managing HelpDesk and dispatching issues to proper individuals- Managed all corporate websitesTechnical Environment:Hardware: HP ProLiant Servers, HP and D-Link Switches, Cisco Firewalls, Toshiba TelephonyEnd Users: 40 office / 20 remoteTopology: LAN, VLAN, VPN, Web Server, Enterprise Web Applications, T1Products: Lotus Domino 7/8 Client/Server, Microsoft Exchange 2008, Windows Server 2003/2008, Blackberry Enterprise Server 4/5 for Domino/Exchange, VMware VSphere, VMware Workstation, Microsoft Office SharePoint Server 2007, Microsoft Exchange Hosted Services (EHS), Microsoft Forefront, HelpSpot by UserScape, Sage BusinessVision, Windows XP/Vista, Microsoft Office 2003/2007, Adobe CS3/4

Key Contributions:Inbound and outbound call handlingCustomer and technical support for Cable TV, Digital Phone and High-Speed Internet connectionsProblem solving and reportingConflict resolution, escalation and call trackingProduct sales and installationsTechnical Environment: Hardware: Citrix-based thin client workstations, queued telecom system End Users: Comcast and Time Warner Cable, Eastern and Southwest USATopology: VLANProducts: CableData subscriber management and billing support system, ARRIS OpsLogic Service Visibility Portal (SVP), SilverFox call tracking software

Key Contributions:Restorative woodworking and new construction involving:Painting and weatherproofing, replication, windows and doors, roofing, cabinetry, flooring, framing, furniture, decking & concreteAssisting journeymen on construction jobs

Key Contributions:Web programmingComposite site design and layoutProject managementCompany branding and logoPrint media and advertisementsCustomer and technical supportAccount managementProduct sales