SUMMARY:As part of Desktop Engineering team implemented Windows 10 image based on high level company standardsKEY SKILLS:● Managed and implemented GPOs.● Retrieved endpoint performance statistics using Aternity console, and presented to project management.● Troubleshooted imaging issues by investigating log files.● Tested and certified new models of desktops, laptops, and printers.● Upgraded drivers for existing models in SCCM.● Coordinated troubleshooting processes with vendors.● Created packages and baseline configuration items in SCCM.● Acted as subject matter expert between Tier III and Engineering teams.● Performed technical coordination of VM (Hyper-V) migration to Windows 10 project.● Managed company Windows 10 imaging task sequence in DEV, QA, and Prod environments.

SUMMARY:Supervised in-field technicians and acted as escalation point during company migration to Windows 10.KEY SKILLS:● Supervised team of 6 in-field tech.● Managed company Windows 10 imaging task sequence in SCCM● Created SCCM application packages.● Managed End-User migration scripts.● Acted as escalation point in all kind of imaging and migration issues.● Monitored high level of end-user satisfaction with upgrade process.● Assisted scheduling remote office migration time-lines.● Coordinated with vendor new hardware delivery to remote locations.● Managed McAfee Orchestrator.

• Communicating with different departments to define required steps for Windows 10 upgrade project necessary advancement. Determining roadblocks and solutions.• Provisioning VMs with applications to be tested by other company entities.• Supervising team of 3 • Testing Windows 10 image.• Stress testing company imaging solution for future mass deployments.• Investigating logs to determine errors and delays while imaging process.• Making advices to Windows packaging team in interface changes for usability.

SUMMARY:Lead a team of four IT analysts and was responsible for overseeing the unit's technical operations and the strategic growth of its infrastructure. Primary duties included the supervision of assigned staff and the provision for ongoing support of computing systems. Responsible for understanding the company and customer technical needs; developing, defining and implementing short and long term Technical Service strategies to achieve company and customer needs. Acted as an escalation point for tickets, as well as managed the ticketing queue by assigning the tickets to appropriate team member. Ran weekly team meetings to ensure the highest quality of service is being achieved and maintained. KEY SKILLS:● Monitored ServiceNow Ticketing system queue.● Office 365 migration and deployment.● Assisted with Skype server and network shares migration project.● Accessed different Endpoint Security solutions for implementation.● Implemented WebRoot Endpoint security company wide● Prepared software packaging for Manage Engine for auto-deployment.● Managed monthly patches through Manage Engine.● Managed Windows 10 upgrade project. Determined roadblocks and solutions● Created Windows 10 image and migrated company to it.● Plan necessary steps to improve quality of service.● New user setup and orientation.

SUMMARY:Advised company on appropriate printing strategies, a solution to optimizing printing costs, as well as suggest printing management software. Created 3600 customer views to gain insights into customer product adoption, and to identify cross-product selling and service bundling opportunities. Research and devise a plan of action on reaching cost and efficiency goals regarding company-wide printing. Supervised Windows 10 migration and implementation. KEY SKILLS:● Managed company printers via HP JetAdmin.● Compiled printer usage reports per printer and presented to management.● Advised necessary steps to upgrade printers and implement printing management software (PaperCut, EquiTrack, PrinterLogic) to reduce printing costs.● Created Windows 10 image and helped to roll-out pilot project.● Tested SCCM packaged applications installation on Windows 10.● Assisted with Office 365 migration and deployment project

OMERS (Toronto, ON)Senior IT Support Analyst April 2014 – January 2017SUMMARY:Manage information technology requirements to guarantee the efficiency of the technology for each defined process. Identify software and hardware requirements for all departments, and recommend strategies, policies, and procedures that will work effectively for the company and customers. Locate appropriate products, and work within budget restrictions for purchases. Initiate hardware and software installations and upgrades. Lead Image implementation, including installing hardware and software. Conduct technology system audits to measure network efficiency. Establish and enforce organizational standards for technology while maintaining quality customer standards. Consistently contributes to team and company goals.KEY SKILLS:• Migrated users to OneDrive, Office 365, and acted as troubleshooting escalation point.• MS Office suite 2007/2010/2013/2016 (Office 365) support.• Tier 3 troubleshooting and support for Microsoft Windows XP, 7, 8, 8.1,10, and MacOS.• Prepared technical documentation and trained users.• Managed company MDM(MobileIron, AirWatch, and BES) solutions.• Executed tests of Network security software (ClearPass, Cisco ISE) and implemented Cisco ISE.• Implemented and managed Avecto Privilege Management solution.• Laptop McAfee\BitLocker encryption implementation, troubleshooting and user training.• Managed Windows 10 upgrade project. In tight contact with business determined roadblocks and solutions to achieve project success. • Managed company imaging solution (SCCM\MDT). • Created and implemented Windows 10 image company wide, managed MDT.• GPO implementation and management.• Supported 24/7 On-Call rotation and afterhours changes\updates implementation.• Packaged and tested software for SCCM.• Managed McAfee Orchestrator endpoint security, QRadar and OpenDNS monitoring for security risks.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades. Experienced in technical call center operations providing service by communicating effectively with technical and non-technical staff including professors and professional educators. Resolved 10 - 15 issues daily regarding various issues.KEY SKILLS:• Online trading systems support (Bloomberg, Thompson Reuters, NBCN, IKON and etc.).• Virus and Spyware cleanup from infected computers.• Users and computers authentication with ISE troubleshooting, users training.• MS Office 2003/2007/2010 support.• BlackBerry, Apple and Android devices deployment and troubleshooting (BES and AirWatch)• Answering on incoming calls (internal and external) including 24/7 on-call rotation shifts.• New and existing computers imaging (Altiris)• Meeting room SmartBoards, projectors, Crestron equipment maintenance and troubleshooting.