Adam Vaughan Email & Phone Number

Owen Sound, Ontario, Canada

Ontario, Canada

Key Achievements and Responsibilities:* Resolve complex technical issues and provide on-site support for large-scale projects at the 4th Canadian Division Training Center, whilst showcasing a sophisticated understanding of research, analysis and implementation of computer network security technologies for network systems and applications. * Handle all software and hardware configuration that includes a wide-range of platforms for multiple servers, 300+ users, workstations, printers, and audio video equipment, while at the same time maintaining a technical lead position providing high-level security and in-house support resolving all desk-side and software issues including password reset, log-in difficulties and resolution of any other computer/application problems by responding to requests in a timely manner. * Create numerous documents and instructions for both technical and non-technical users including researching and resolving issues over the phone, desk side or remotely. * Respond efficiently to trouble tickets for the DWAN ensuring that all problems are solved within a timely manner and provides on-going assistance to CDTC personnel who encounter issues with the Defence Wide Area Network (DWAN), Video Teleconference (VTC) system and deployable Pubic Address and Presentation equipment. * Provide extensive research and consult with outside contractors/distributors/vendors to determine cost for parts and value of replacement, while also developing plans for new equipment and software supporting business needs that includes monitors, laptops, computers and mobile devices. * Take a lead role in numerous employee committees including the Continuous Improvement Team for corporate improvement with a focus on employee development, the Employee Advisory Committee and the Continuous Improvement team, thus showcasing exceptional leadership strengths and initiative.

Ontario, Canada

Key Achievements & Contributions:* Collaborated within a team of Technicians providing both remote and on-site administration for over 500 computers while ensuring proper technical device operation so end users could accomplish business tasks. * Provided troubleshooting from simple to complex problem areas in a timely and accurate fashion.* Performed library database backup operations to ensure all information was secure. * Designed various automation scripts and programs for custom environment needs. * Assisted a broad range of users both over the phone and electronically to troubleshoot problems that resulted in a high level of customer satisfaction. * Provide end user training and assistance that included receiving, prioritizing, documenting and actively resolving end user help requests and escalating technical issues.

Ontario, Canada

Key Achievements and Contributions:* Worked within a fast-paced and high-stress environment assisting 350 students living in residence with a wide-range of in-house IT issues which allowed me to demonstrate strong analytical, conflict-resolution, problem management and interpersonal strengths in diagnosing and resolving a wide-range of desktop or infrastructure related issues. * Responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations through performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. * Booked appointments over the phone in order to provide customer support around a wide-range of computer-related problems including hardware/software issues, recovering documents and providing technical advice and support. * Oversaw building security documenting any incidents, while maintaining and resolving any technical issues around the building surveillance system.