Experience

SysGen Solutions Group

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Field Service Manager

  • Dec 2017 - Present



Consultant / Self-Employed

• Individual and Family Services
• 700 & Above Employee

• IT Consultant

  • Feb 2016 - Dec 2017

  Currently searching for fulltime or consulting opportunities in the IT or Telecommunications industries. *Extensive experience in networking, windows desktop support, patch management, license management and server support (windows, linux). *Broad background in telecommunications technologies, including: wired (copper and fiber), wireless (radio and cellular) and satellite and how to integrate them into a WAN. *Passionate about finding efficiencies in processes and workflows for end users and implementing automated solutions for these if possible. *Can adapt user requirements into the technical field and either adapt current systems to meet their needs or research a solution for these .



Comtech (Communication Technologies) Ltd.

• Canada
• Telecommunications
• 1 - 100 Employee

• Network Operations Manager

  • Jun 2010 - Jun 2015

  Reporting to the Director of IT, I was responsible for the smooth day to day operations of the Network Operations Centre, Helpdesk and SysAdmin groups, including a senior support role within each. In charge of a team of 6 professionals; prioritizing work, resource management, performance tracking, professional development, pay recommendations, budgeting and roadmaps for future IT services. Accountable for swift and accurate resolutions to customer issues, maintaining minimum monthly Service Levels; excellent customer service was first and foremost in this role. *Built, established and managed a world class Network Operations Centre, transforming it from a one man operation using outdated/limited tools, into five employees working two shifts, utilizing several new applications for tracking issues and monitoring services.*Improved efficiencies of the Operations Centre and HelpDesk by simplifying and automating routine tasks through the development and introduction of a new ITSM platform (BMC Footprints). *Managed a team of 6 professionals; prioritizing work, resource management, performance tracking with pay recommendations and development of team members.*One of two key members of the headquarter relocation project team, primary responsibilities included: data-centre setup, phone system configuration including call queues for call-centre use, building security configuration, network and phone drops at each cubicle location, cubicle setup, and deployment of new printers. Proper planning and pre-work enabled a seamless transfer from one physical location to another over one weekend, with the majority of services available for use remotely the first evening. Awarded a financial bonus for this work.*Software implementation - Footprints ITSM, Solarwinds NMS, Scrutinizer, Concur Credit card, Dell Kace asset and patch management system*Mentoring and Coaching*Further roles: Service Delivery Manager, IT Project Manager, Change Manager, IT Asset Manager

• Satellite and Network Specialist

  • Apr 2008 - Jun 2010

  Reporting to the IT Manager: *the operation and maintenance of the IP-based iDirect satellite telecommunications network, involving more than 10 clients and 60 remote sites. Ensuring contractual bandwidth requirements for all customers were met or exceeded.*Completed hardware and software updates as needed to the hub infrastructure; and acted as senior network support for satellite based clientele.* Instrumental in the rollout of a large 180-site network using various data transport methods for a new client. Architected a new network design, suggested and implemented a new IP schema for the client. Ordered the required infrastructure from the various vendors, configured the cisco routers, secured third-party professionals for installations and coordinated their efforts with field operations. Ensured the sites were operational within agreed upon timelines, growing a trusting relationship with the new client.* Added the responsibility for ongoing training of the field operation employees on proper satellite system installation and troubleshooting techniques. Created, modified and distributed the training materials* Created a one day satellite telecommunications training course and presented to an external client, based on the iDirect platform. * Only technical resource for executives to aid in the sale of the satellite communications hub, including demonstrations of the service to prospective clients (VOIP, Internet access, VPN access).* Voluntarily added the responsibility of a senior supporting role for network, helpdesk and sysadmin support. There was a clearly identified need for better support in all of these areas. * Initiated and implemented the idea of “change management” in preparing for upcoming work and keeping the clients advised of possible service.* Promoted to Manager of the Operations Center and Helpdesk in June 2010, mandated with the task of modernizing it and making it the flagship and selling point for the corporation going forward.



Telesat

• Canada
• Telecommunications
• 300 - 400 Employee

• Maintenance Engineering Associate

  • Oct 2000 - Dec 2007

  *Reporting to the manager of Western Teleports, my responsibilities included:*Management and maintenance of Hughes ISBN satellite telecommunication hub*Management and maintenance of Hughes Direcway satellite IP telecommunications hub including windows servers. * Creation of detailed monthly change management requests, in collaboration with external clients and operations management, attempting to mitigate the service down time for clients who had mission critical services through the teleport. *Performed monthly hub maintenance during maintenance windows (service additions, level adjustments, teleport infrastructure changes, etc,)*Project management and implementation of new satellite services at Western Teleport locations*Modifications to satellite telecommunication infrastructure for new and existing services*Installation of iDirect hubs at various global locations (Australia x 2, U.S. x 1 and Canada x 1) for 3'rd party clientele. *Integration of HP Openview from the Direcway hub into an external syslog event handler. Created alert triggers in the syslog system for major events as required. Created a middleware application (using visual basic) for the syslog system that would allow it to interface with the teleport alarm system (monitor & control system). * Developed a method to analyze a clients’ line protocol in real-time to monitor for transport layerissues not natively detected by the satellite equipment used. Worked with the vendor of the protocol analyzer to have modifications completed on the unit to allow for integration into the Teleport Alarm System. Created alerts in the line protocol system based on to trap these issues.*Maintained asset management lists for surplus satellite equipment, associated website and completed the sales of surplus gear.*Point of contact for Hughes TES (telephony earth stations) resellers, create work orders for service requests for the operations center and maintain billing information for admin staff.

• Systems Software Engineer

  • Mar 1998 - Oct 2000

  * IT and desktop support for the Allan Park earth station, including: network operations centre; telemetry and control; repair facility; and vsat reporting facility. * IT support for Windows, Unix, QNX and OpenVMS servers.*Ensuring backup of servers maintained and restorable. *Ensuring software licensing was up to date.* Management of the HNS TES (Telephony Earth Station) voice hubs for services to Northern Canadian communities and remote location resellers, including SS7 integration, dialware modifications and integrations into various PBX's*Year 2000 project member for backup telephony services to DND locations across Canada, as well as system readiness of ALL operations systems at the Allan Park facility. Applying patches and testing. *Installation of HNS TES hub, configuration and integrations into DND facilities.* Software development using visual basic, creating an IP based alert system on a streaming format to move away from x.25 data connections.*PBX and LAN management and maintenance for the facilty.