Responsible for providing third-level technical assistance, hardware, and software support at the desktop, printer, and network configuration including firewall exception, changing port VLAN, setting up IP scheme for new installs, and upgrading operating systems to satisfy the needs of the client company’s end users.Managing and supporting implementation projects from Loblaw’s Command center (Pharmacy Delta deployments, Servers and storage upgrade, Pin pad encryption, Menu boards, and Network refresh.)Configuring new Dell servers to replace existing IBM servers, configuring Dell EqualLogic SAN to replace existing IBM storage, migration, and creation of new VMs.Remotely fixed multiple issues by using tools such as SCCM viewer, putty, RDP, psexec. In charge of scheduling and performing server/operating system maintenance, application patching, hardware upgrades, and Virtual Machine migrations.Providing the support and maintenance of workstation management technology and applications.Built new physical hosts VMs in the VMware cluster environment for new store deployments and store flips.Extensive Point of Sale (50,000+ devices) hardware support – Dell 3020/ NCR, Windows-based, Linux/Unix-based, iOS/android-based, pharmacy registers/lanes experience, upgrading CPU, GPU, RAM for installing latest SUSE image.Provided pin-pad support for Verifone and Ingenico pin-pads both in SDM (including Canada Post) and LCL environment, Managed 100,000+ devices on AirWatch, including adding/deleting, updating the OS and OU of the devices remotely. Experience with working with offshore teams situated in India, Mexico, Sweden, USA.Provide responsive, timely support to all escalated end-user questions and propose solutions to the requests received from FSTs.Ensure all incidents are properly logged, triaged, routed, escalated, and closed in accordance with pre-determined service levels and incident management processes (Action Request, Service-now)

• Break-fix skills on products like POS peripherals, large system printers, small and enterprise-level servers, communications equipment, networks, and item processing sorters.• Configure Network devices such as CISCO routers, Nutanix nodes, and HP servers.• Perform proactive remote and on-site tech support to clients for networking, hardware, and software.• Supported deployment of on-site data center physical infrastructure and Installed, replaced, and troubleshot cables and hardware.• Install, repair, image, and maintenance of POS systems, Work stations, laptops, printers, and hand scanners for various clients.

• Helping office staff (over the phone, remote support tools, or on-site) with their technical issues, and keeping detailed notes• Set up servers and desktops, as well as install applications and migrate client data, ensuring their comfort with the new environment• Troubleshooting Windows 7\8\10, Windows Server 2008+, and network issues• Configure routers, switches, printers, and IP phone equipment• Ensure client networks and computers are always secure• Complete maintenance checklists to upkeep and maintain Windows servers• Purchase equipment as required• After-hours on-call support

Provide support and maintenance services for a computer network with 60+ end users. Responded immediately to emergencies with sensitivity to deadlines and company needs. Investigate, test, and implement improvements to existing work procedures. Replace any defective hardware for computers and laptops: foster clear communications, maintain excellent staff, and team working relations.• Respond to all incoming inquiries (calls, e-mail, alerts, remote support, and customer-generated tickets) and concerns• Assemble, image, and configure workstations, laptops, printers, scanners, servers according to client specifications and details.• Level 1 and 2 support of general and industry-specific software such as Office 365, G Suite, Skype, and printer drivers• Implement and Managed Windows Server 2012 R2 Active Directory, DNS, DHCP, FTP, RDS, Exchange Server 2013, Exchange Online Protection, Office 365, Azure Services and Google Cloud Platform and executed control of Windows Accounts through Active Directory• Assist with other IT maintenance and implementation projects• Assist with troubleshooting issues related to network switches, wireless access points, and Internet issues

• Tech support provider for a computer network with 60+ end users• Install, test, and configure a new workstation, peripheral equipment, and software.• Replace specific internal components in the desktop computer as needed, upgrade existing hardware and software.• Provided support for issues, which required a higher level of skills included installation and support of Windows XP/Vista/7, Microsoft Office, Internet Explorer, device drivers, printer, and network connectivity.• Performed troubleshooting and diagnosis to hardware/software network failures and provided resolutions. • Provided first-level technical support; assisting users who have network problems.• Deliver support for Remote Access, VPN, and troubleshooting when necessary.