Andrew Steele Email & Phone Number

Toronto, Ontario, Canada

333 Bay Street

Became GTA End User Support Supervisor at the end of 2018.• Troubleshoot and resolve initial Level 1/2 support issues. • Troubleshoot and resolve escalated Level 2/3 support issues; escalate issues further as required.• Record problem tickets under the appropriate severity into the ServiceNow call tracking system.• Provide technical support for various practice specific software applications and firm proprietary software. Install and configure software, updates and patches. • Configure and image PC’s with the required core environment software, printer setup and practice specific software. • Troubleshoot various hardware issues with PC’s, printers, scanners, etc.• Provide hardware and software support for various types of mobile devices.• Provide support for video conferencing services.• Provide technology training to new hires, either one-on-one or in group sessions. Facilitate topic specific group training sessions.• Provide support for phones and telecom issues as required.• Assist with asset management and inventory tracking as required.• Actively participate in various local and national ITS projects as required. • Liaise with the extended ITS team country-wide.• Participate in the after-hours on call program.• Keeping up-to-date with innovative technologies and trends in the world of information technology.• Various other duties as required.

199 Bay Street Suite 4000, Commerce Court West

o Efficient first point of contact for company-wide requests respectful of client workflowo Accurate troubleshooting following established A+ process with timely incident identification and isolation in all environmentso Resourceful and engaged involvement with process improvement review and implementation.o Preserves integrity of confidential and sensitive informationo Responsible for conducting preliminary analysis of software issues, monitoring change with accurate documentation and escalation as neededo Collaborated with project team to implement national Windows 7 migration project, onsite in London England, Vancouver, Calgary, and Montreal offices providing direction and technical support by leading staff though identified processes.o Systematically tests and verifies change requestso Effective communication with clients and vendorsTOOLS AND SYSTEMS o RSA Secure Logon o Blackberry Enterprise Service 10 – Blackberry Management Studio o iPhone Administration & Support using Mobile Iron & Core 7.5 Admin Portal o VOIP Management Portal o Cisco Meraki Dashboard – WiFi Access Point Management o Citrix Desktop Director o Custom batch file creationo Change Gear (web based ticketing)o System Center Configuration Manager (SCCM) o Symantec.cloud – Spam Heuristics o Bit9 Parity - file level security & whitelistingo Active Directory o Cisco Agent Desktop (CAD) & Automated Call Distribution (ACD) o EAS Email Archive System

 Used HP OpenView ticket system, to monitor, record and resolve system issues  Completed Hardware and Software installations also assisted with software deployment and updates Performed diagnostic and troubleshooting of system issues, documented help desk tickets/resolutions Troubleshoot network connectivity, network printing and user access issues Re-imaging of machines using Symantec Ghost

 Shipping, setup and tear down of tradeshow computer and AV systems and custom booths  Specialised in video, ticketing, and POS systems for the Toronto International Auto Show  Trade Show Operations, digital signage, and audio visual productions  Computer repairs, network installations including crimping and wiring during active show hours  Dedicated technical support, start to finish  Single piece to entire scope rentals for Trade, Consumer, and Corporate events

Downtown Core

 Dispatched Repair Technician, climbing telephone poles Extensive wiring for telecommunications and security systems Single and multi-unit dwellings Electrical theory and safety, working in full body harness on poles, roofs and towers Indoor and outdoor in extreme conditions WHMIS, Canada Pro Driver Training

Casa Loma & St. James

Providing information services to students and visitors in front office setting - while maintaining full time Computer Systems Technology Program course load Administrative and in class/lab assistance to instructors and office staff, wide variety of tasks as needed

Toronto East End

Shift supervisor and key holder responsible for opening and closing procedures in a fast-paced retail sales environment. training new staff, accurately handling large amounts of cash and inventory. shipping and receiving high volumes of new and recycled goods. courteous customer service and complaints resolution in abusive situations. operation of mechanical lifting devices, working extra shifts to cover staff absences at multiple beer store locations across toronto. working while attending college full time.

Computer Systems Technician, Information Technology

Activities and Societies: • Dean’s Certificate of Recognition • Student Association Engineering and Technology Representative •.

Pc / Lan Support Specialist, Mcse Stream

Activities and Societies: Networking Essentials A+ Service Technician Introduction to Linux Cisco Switches & Routers Server and Network.