Senior System Administrator

• Jan 2023 - Present

System Administrator

• Apr 2020 - Jan 2023

ROC Specialist

• Jul 2019 - Apr 2020

• Member of the ROC Team providing remote support for clients across Canada • Establishing standards and internal processes for the ROC Team and our customers • Effectively utilize ConnectWise Manage for documenting client tickets, analyze issues to identify trends and time management • Applying an analytical approach to break down problems step by step and determine the best resolution for customers’ issues • Proactively monitor systems for alerts to prevent issues before they become critical outages for clients • Educating and training clients about smart and safe use of technology • On-call rotation for after hours escalations and critical events

Service Desk

• Jun 2017 - Jul 2019

• Member of the internal Service Desk team as a Level 2 Technician • Responsible for establishing standards and internal processes for Service Desk • Applying an analytical approach to break down problems step by step and determine the best resolution for customers’ issues • Performing remote troubleshooting through diagnostic techniques and pertinent questions • Follow up with Centralized Services and Professional Services for changes and improvements for customers and internal team • Utilizing the ticket system for all troubleshooting, as well as analyzing ticket trends to determine recurring problems • Updating and maintaining documentation database • Assisting Professional Services team in projects • Coordinating with the Network Administrator to align customers with myITprocess standards

Senior Consultant / IT System Administrator

• Oct 2012 - Dec 2016

• Systems Administrator for HP Operations and HP Sitescope • Upgrading, patching and administrating all monitoring for Evry Regional Operations West• Customize monitoring to customer Service-Level agreement or needs• Improving and error correcting in current software solution• Make decisions with the Monitoring team regarding upgrading or switching of monitoring tools for the best performance• Provide reports of server availability according to Service-Level agreement• Setting up and maintaining the integration between HP Operations Manager and other monitoring tools such as Nagios, HP Network Node Manager and Nimbus• Coordinating with the Delivery Team and Operations Managers for critical problem-solving• Follow-up with customer side regarding errors in procedures or software• Follow-up with the 24/7 Support team for new ideas and needs

24/7 Support Technician

• Sep 2010 - Dec 2016

Incident Manager during major incidents and critical error correction. Coordinating involved resources, following guides and instructions provided in knowledge base Assist Systems Administrators and Operations Managers in their tasks during off hours Daily contact with customers Internet Service Providers for error correction Troubleshooting and error correcting in different systems, prioritizing inquires based on criticality Doing daily checks of computer systems to make sure they are working correctly Communicating with our international customers in order to identify their system problems

Support Technician (Apprenticeship)

• Jun 2007 - Sep 2010

• An apprenticeship program to complete my Information and Communication Technology Diploma • Passed my Information and Communication Technology exam with exceeding expectations results • Support technician of first line and second line of the Service Team • Assisting third line support technicians in their daily tasks such as error correction • Sent out to work as a Local Information Technology Contact on-site with clients and reported directly to the IT Manager • Responsible for all printer administration for all our customers, handling error incidents and change requests