Experience

Hicks Morley

• Canada
• Law Practice
• 200 - 300 Employee

• AV/PC/NETWORK Technician

  • Nov 2019 - Present

  Toronto, Canada Area



BlueBird IT Solutions Inc.

• Canada
• Computer Networking Products
• 1 - 100 Employee

• Field Engineer

  • May 2016 - Nov 2019

  220 Torbay Road • Assist with planning, estimation, and coordination of projects. • Prioritize assigned work received through Project Manager for large scale projects • Utilize resources and supplies in a cost-effective manner. • Took initiative to solve technical and develop solutions, but also business problems • Assist CTO in the testing, and implementation of new architecture to meet performance, capacity, scalability, availability, and security objectives • Manage all IT… Show more • Assist with planning, estimation, and coordination of projects. • Prioritize assigned work received through Project Manager for large scale projects • Utilize resources and supplies in a cost-effective manner. • Took initiative to solve technical and develop solutions, but also business problems • Assist CTO in the testing, and implementation of new architecture to meet performance, capacity, scalability, availability, and security objectives • Manage all IT infrastructure and cabling on new medical clinic implementations • Develop documentation which depicts the solution and provides all the key • Provided application support for mobile devices such as Android phones, IPhones, & IPad. • Install, configure, maintenance of servers. • Work alongside Telus Health to implement EMR solution in medical industry • Verify on-site inventory to ensure accuracy and for management • Coach and mentor peers and junior technical specialist

• Technical Specialist

  • Sep 2015 - May 2016

  Markham • Clearly identified, document and find solutions for customer issues and product problems. Tested and verified fixes before delivering to customer. • Diagnose, troubleshoot and resolve technical issues, Document and escalate unresolved technical issues • Move, Add and Change Users accounts and Computer Objects in centralized directory structures to ensure that appropriate role based policies apply • Under the direction of the CTO, assist… Show more • Clearly identified, document and find solutions for customer issues and product problems. Tested and verified fixes before delivering to customer. • Diagnose, troubleshoot and resolve technical issues, Document and escalate unresolved technical issues • Move, Add and Change Users accounts and Computer Objects in centralized directory structures to ensure that appropriate role based policies apply • Under the direction of the CTO, assist in the evaluation and testing of new IT solutions • Uninstall equipment to be decommissioned and pack for disposal • Image, label, configure and test equipment • Provide support for phones and telecom issues as required • Provide support for video conferencing services. • Provide hardware and software support for various types of mobile devices. • Provide technical support for various practice specific software applications and firm proprietary software. Install and configure software, updates and patches.



Compugen Inc

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• Field Service Technician

  • Nov 2013 - Sep 2015

  Richmond Hill worked in an organized way to develop and maintain accurate technical documentation including procedures, licenses, configurations, knowledge base and user help manuals and perform routine maintenance and reviews of IT Systems and User access. Supported issues related to Windows 7 and 10, Active Directory, MS Exchange, Outlook, Office 2013/2016, TCP/IP, DNS, DHCP, gateways, and Routers. Communicate technical issues and solutions to the engineering, QA, and support teams as well as to… Show more worked in an organized way to develop and maintain accurate technical documentation including procedures, licenses, configurations, knowledge base and user help manuals and perform routine maintenance and reviews of IT Systems and User access. Supported issues related to Windows 7 and 10, Active Directory, MS Exchange, Outlook, Office 2013/2016, TCP/IP, DNS, DHCP, gateways, and Routers. Communicate technical issues and solutions to the engineering, QA, and support teams as well as to the customer base. Act as product expert - be the primary contact for customer account/s for technical questions, support, product deployments, and tools. Triage reported issues to confirm as possible bug. Escalate critical customer situations to the appropriate level of management and engineering expertise. Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Support Analyst

  • May 2010 - Jun 2013

  Markham • Conduct technical training and mentoring for other Help Desk staff on technical issues and procedures. • Backup team lead. • Managed multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units. • Contributed made to improving support operations and to customer service by making effective CKM (Certified Knowledge Manager) base documents for support and training functions. • Learned to speak at an… Show more • Conduct technical training and mentoring for other Help Desk staff on technical issues and procedures. • Backup team lead. • Managed multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units. • Contributed made to improving support operations and to customer service by making effective CKM (Certified Knowledge Manager) base documents for support and training functions. • Learned to speak at an appropriate technical and business level for the audience. • Awarded recognizant of excellence in customer service and achievement received for outstanding account support. • Selected to represent Toronto Help Desk team in Chicago for conference/meeting held in 2011. Show less



Staples Canada

• Canada
• Retail
• 700 & Above Employee

• Senior Technology Consultant

  • Feb 2005 - Apr 2008

  Markham, Ontario Assisted customers in finding appropriate solutions for their technology needs. • Developed close and personal relationships with clients to ensure customer loyalty and retention. • Provide technical support to customers, troubleshoot PCs and network problems in-store and on-site. • Assist customers over the phone to setup newly bought devices. • Acquired an expertise in customer service and “closing the sale”. • Promoted to Senior Technician