Shannon John Gomes Email & Phone Number

Toronto, On, Ca

Toronto, Canada Area

-Assist various levels of staff including senior executives, portfolio managers and wholesalers with a high level of quality service-Implement, manage and execute projects with POC implementation leading to productivity, enhanced business operations, cost effectiveness and support of services-Use consistent troubleshooting techniques to effectively identify the source of issues and provide a prompt and appropriate solution-Proactively monitor corporate ticketing systems (Jira, Zendesk) and ensure timely resolution within the mandated service-level agreement (SLA)-Establish, enforce and monitor policies and procedures to ensure appropriate usage of IT systems-Manage computer objects and software deployment security groups from Active Directory-Deploy and support enterprise wide applications, end user workstations and thin client hardware-Conduct routine system maintenance and verification tasks -Perform data backups (Veem) and restores as required-Serve as the IT liaison to vendors and business partners-Implement and manage audio/video conferencing solutions, and provide ongoing meeting room support with Zoom, Polycom & Creston systems -Perform staff onboarding, departmental & role transfers and off-boarding processes-Procure and manage end user assets including inventory and renewals-Provide remote support to staff working from home-Maintain documentation and knowledgebase articles as required-Streamline the process of task completion and processes to eliminate inconsistencies for overall team function

Toronto, Canada Area

-Provide 2nd level support to our customers-Use tracking system to track all calls received in accordance with the established & documented procedures-Understand and follow the Service Request Process-Configure, deploy and troubleshoot corporate hardware-Install and configure standard applications-Perform user and file maintenance tasks for an active directory environment-Perform administration and support for production systems and services -Provide administration and support for production applications-Administer Blackberry accounts and hardware-Administer iOS devices, applications and accounts -Ensure all standards and security policies are enforced-Image creation and software packaging for distribution-Problem discovery and resolution with documentation-Prioritize outstanding issues and manage user expectation-Escalate high priority issues reported using established guidelines-Perform daily checklists and tasks-Project related tasks including feedback and suggestions-Document and maintain standards and procedures-Document and maintain new application and operating system installation and configurations-Keep track of hardware related inventory and software licensing-Assist in the procurement of new hardware and software-Manage account and procurement payments

Toronto, Canada Area

-Configure and maintain large networks to include industry standard hardware, connected globally for multiple servers across twelve branches-Perform maintenance and daily backups of servers running Windows 2003 and Windows 2008 R2 Server Operating Systems-Administer enterprise wide antivirus solutions such as McAfee Antivirus Enterprise and Kaspersky Endpoint Protection via their individual client management servers-Working knowledge of Microsoft Exchange 2003 & 2010 along with Blackberry Enterprise Server (BES) and Small Business Server (SBS) 2003, 2008, 2011-Create and manage exchange accounts using active directory on Windows Server 2003 and Windows Server 2008 R2 editions-Install and maintain network printers, industrial scanners, plotters & upgraded hardware components for industry standard software-Perform data backup and recovery using latest industry software, such as Symantec Backup Exec, Acronis, and SureSync-Administer an account database for new and existing users pertaining to Microsoft licenses for the firm-Provide secure access to files & folders on large drive volumes