System Administrator

• Jun 2021 - Present

System Administrator

• May 2020 - May 2021

Tier 2 - Service Delivery

• Feb 2018 - May 2020

Provided Tier 2 escalation support to the help-desk.Provided technical assistance and support via remote, phone and email to end users.Implemented hardware and software solutions to new and existing customers.Made recommendations to management on desirable additions and development.Assisted in incident management including problem resolution and tracking problems.Ran Backup and Disaster Recovery (BDR) System using StorageCraft technology and Datto.Monitored lower tier technicians to ensure procedures proceed as defined by the company procedures.Reviewed lower tier technicians' time-sheet and caught the issues.Trained, monitored and mentored lower tier technicians to build their technical skills.Supervised Tier1 and Tier2 technicians daily.Experienced building Lenovo servers.Produced technical documentation as needed.

Tier 2 - Service Delivery

• Feb 2018 - Apr 2020

System Engineer

• Aug 2014 - Jan 2018

Hands-on working experience supporting Server 2008, 2008R2, SBS 2011, 2012R2 Hands-on working experience on Hyper V Host and VMware Installing and configuring Sonicwall firewall and SRA ( Virtual office ) Installing and configuring site to site VPN Installing and managing Citrix 7.6 environment Managing and troubleshoot windows server 2003, 2008 , 2012 R2 and 2016 for internal and external. Quickly resolve all IP network issues to reduce waste and downtime while also ensuring client Service Level Agreements. User Moves / Adds / Changes / Deletes (MACD) Responsible for third-level support for all server related issues. Participated in complete system builds, upgrades, migrations, code deployments and patch management. Implemented security policy and virus protection. Administered change management related to server upgrades and software installation. Prepared and maintained documentation of technologies, standards and procedures\ Added and removed server roles and features; configured AD Domain Services roles; configured network infrastructure roles. Publishing application on Citrix Installing and configuring Datto Backup devices and troubleshooting. Installing and configuring user desktop. Creating document and templets in connectwise ticketing system. Monitoring company systems and user desktop in GFI. Troubleshooting emails issue in reflection. Creating user mailboxes in Exchanges 2003,2007,2010,2013,2016 and office 365. Troubleshooting client application issues. Installing and configuring Sophos. Migrating Sophos enterprise to Sophos Cloud

Network Engineer

• May 2012 - Aug 2014

Ensure thorough network documentation, including maintaining each account’s network matrix, backup configurations and network diagrams. Duties included LAN/WAN daily operations: Router & switch configurations/Access lists Duties included daily backup monitoring, level platforms and DSL monitoring Maintained router and switch configurations updated and changed configurations depending on corporate requirements and documentation. Hands on Experience working with vSphere Client, Hands on working experience with IBM San Managing IBM San data store Managing Citrix Publishing application on Citrix Managing and deploying Cloud Computing Managing Sonic wall, HP Switch Deploying VM from Template and converting P to V Managing all kinds of Backup application for internal and external clients Managing backup of Cloud Computing and VmDr Managing and troubleshoot windows server 2003, 2008 and some 2012 for internal and external, as well as VM Server Esx. Managing and troubleshoot Windows Server Application like Exchange 2003, 2007and 2010 and SQL Installing and managing WASP Inventory application and publishing in Citrix Installing SAP Internal and External creating new user account and AD and deleting user account Analyzed LAN to determine what were the major problems and improvements needed to be made to the network infrastructure. Provide tier 1,2, 3 and 4 support Document network problems and changes working in diverse management environments. Quickly resolve all IP network issues to reduce waste and downtime while also ensuring client Service Level Agreements.

IT Manager/System Administrator

• Mar 2011 - Jan 2012

Manager responsible for staff, training of customer employees and making on-site software design changes to meet the needs of the customer. Provide Tiers 2, and 3 end user supports for 10+ locations, managed numerous simultaneous technical projects/lead engineer for many client-related locations openings, installs & upgrades. Provide networking solutions that both accommodate special needs on time and within budget. Analyze, log, track and complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server, and application to meet business needs Utilize standard corporate tools to record changes, service requests, and problem activities for tracking purposes Supported cross-platform software on non-UNIX client platforms, including some Windows and Mac OS X support Assisted in hardware installation and maintenance of workstations, servers, networking equipment, and other supporting hardware. Performed user account creation, deletion, and configuration Maintain and repair the Network. LAN, WAN, VPN connections, Configure the switches, routers, modem etc. Responsibilities include analysis, installation, maintenance and modification of storage area networks and computing system Responsible for providing the desktop system administration and support to the network

Helpdesk/ Desktop Support/ Field Technician

• Feb 2011 - Mar 2011

Richmond Yvr Airport Our customers expect results. And everyone at ARINC is dedicated to meeting—even exceeding—your expectations. As the premier provider of communications, engineering, and integration solutions, We help our customers in the defense, commercial, and government industries mitigate risk, improve operational and systems performance, and meet program requirements. We are a global company distinguished by our technical strength, knowledge, and experience. Our innovation, disciplined pursuit of excellence, and dedication to your success are all key distinctions that define our past, strengthen our present, and focus our future. Installing and upgrading Window7 Install the drivers for Window7 and troubleshooting the printers Deploying Windows7 images to desktops using USB Provide next day support (physical) for location including post-config and technical support Provide next day support for location via remote tools/phone Manually install software using packages or install procedures either on-site or remotely Configure net new desktops with Windows7

Independent Contractor Agreement (ICA) Field Technician

• Feb 2011 - Mar 2011

Endeavor is the leading provider of private label wholesale professional services to carriers, Service providers, systems integrators, VARs, and equipment manufacturers. Endeavor's portfolio of professional services includes North American field service, order fulfillment logistics, and operations support. Installing DSL, T1, ISDN, POTS, Wireless, IAD, VPN, and VoIP installations and other related services Endeavor is the leading provider of private label wholesale professional services to carriers, Service providers, systems integrators, VARs, and equipment manufacturers. Endeavor's portfolio of professional services includes North American field service, order fulfillment logistics, and operations support. Installing DSL, T1, ISDN, POTS, Wireless, IAD, VPN, and VoIP installations and other related services

Field Technician/ Customer Representative

• Nov 2009 - Feb 2011

Role and Responsibilities  Customers over the phone, by e-mail, fax, or regular mail correspondence  Responsible for the supervision of a staff of eight people within the customer service department.  Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures  Provide technical support for computers and associated networks. Troubleshoot and repair personal computers and associated peripherals. Assists in installation projects.  Perform preventative maintenance checks/cleanings for all critical systems.  Deploy and configure computer hardware and software including PC, printers, and related peripherals. Assist in diagnoses and resolution of LAN/WAN problems

Contract

• Oct 2010 - Nov 2010

Contract with Shaw Cable for two weeks on behalf of CoreTech Staffing Inc Install and Set up Cisco Ip Phone ( 7942) Contract with Shaw Cable for two weeks on behalf of CoreTech Staffing Inc as IT- Desktop Services. Contract with Shaw Cable for two weeks on behalf of CoreTech Staffing Inc Install and Set up Cisco Ip Phone ( 7942) Contract with Shaw Cable for two weeks on behalf of CoreTech Staffing Inc as IT- Desktop Services.

Customer Service Representative ( Service Department)

• Jul 2010 - Sep 2010

Responsible for supervising the daily counter operations of the Vancouver Service Department, including but not limited to front counter operations, work order assignment, and customer invoicing. Also liaises with technicians and sales to ensure there is a seamless process in taking care of all customers’ service needs Responsibilities Physical Plant •Ensures that the department is ready to operate and that the doors open on time •Keeps front desk and workplace neat and clean, dispose of garbage routinely •Ensure all customer and store stock units is properly labeled including attached work orders with status of product (in process, finished) ownership of product clearly indicated (example: customer or store). •Opens and closes store as required Customer Relations •Greets customers at the desk and on the phone with a positive image •Ensures that customers at the desk are helped quickly to limit wait time at the counter •Ensures that the proper carry-in procedures are followed •Calls and advises customers of status (when parts on order, when unit is ready for pickup) •Completes work orders, invoicing and collects payment •Provides customer support for service technicians •Answers messages and returns calls every morning and throughout the day • Ensures all telephone customer complaints are handled efficiently and effectively • Follow up with customers with recent work orders to log overall satisfaction •Review late service work orders and ensure customers are made aware of reasons why the product has not been repaired. •Work with staff on developing processes to ensure exceptional customer satisfaction Administration •Allocates service repairs to the technicians, maintaining and organizing the “in” shelf and keeping the tracking board updated •Keeps track of the items that the Service Department stocks regularly and advises the appropriate person that the stock is getting low

account managers

• Jun 2010 - Jul 2010

Contacting existing and qualified new clients by phone • Cultivating and closing sales • Servicing our existing client base • Converting prospects to clients • Working to achieve both individual and team sales targets • Ability to develop a conversation into a sale • Strong closing abilities • Exceptional problem-solving and negotiation skills • Proven record of setting, reaching, and even exceeding goals • Outstanding verbal communication skills • Excellent telephone skills

Customer Service.

• Mar 2010 - May 2010

Customers over the phone, by e-mail, fax, or regular mail correspondence Customer inquiries and problems by providing information or directing requests to others who can supply the necessary information or service Customers over the phone, by e-mail, fax, or regular mail correspondence Customer inquiries and problems by providing information or directing requests to others who can supply the necessary information or service

Technical Support Representative

• Mar 2008 - Jan 2009

Working knowledge of the Internet in general, with an understanding of various protocols: TCP/IP, SMTP, DNS, TELNET Working knowledge and ability to configure common mail clients (MS Outlook/Outlook Express, Thunderbird, window mail , Mac mail etc. Excellent telephone etiquette previous experience in technical support and Call Center experience Provide first class technical assistance to customers Involved in the provisioning of Email, Email Filtering, Message Archiving, DNS, DHCP Resolve issues related to E-mail, voicemail, Web Hosting, DNS, Voice, Data, Internet Open ILEC tickets when necessary. Participate in a focus team to help mitigate incoming calls for the highest call drivers Solutions-driven network engineer providing technical support to improve operational efficiencies and performance Unique analytical problem-solving ability Solid knowledge of computer and network architecture and Microsoft Operating System Excellent team building, leadership, and conflict resolution and management skills Manage trouble tickets in Remedy TTS either working directly with technician or through communication with dispatching dept

Computer Tech-Support

• Jul 2007 - Mar 2008

Computers for Schools BC provides quality refurbished computer equipment to schools, libraries, Community Access (CAP) sites and learning focused not-for-profit organizations across our province.To provide increased access for students and learners of all ages to computer technology. To give youth interns valuable job skills in technical and hardware repair, team building and mentorship. We achieve this by partnering with community volunteers and high schools whose students complete their CAP placement with us. To practice ethical recycling of computer waste and promote environmental sustainability through development and promotion of a proven, effective computer re-use model. To provide satisfying and useful volunteer opportunities in the refurbishment process. Role and Responsibilities Repaired refurbished laptops and desktops Worked on printers and Servers Packaged laptops and desktops Installed OS 2000, XP, Server 2003 Taught Students on Printer Repair and networking Assisted in the operation of Tom Y's computing environment. Assisted in hardware installation and maintenance of workstations, servers, networking equipment, and other supporting hardware. Supported cross-platform software on non-UNIX client platforms, including some Windows and MacOS X support under the direction of other systems administration staff

Customer Representative

• Aug 1997 - Sep 2004

Role and Responsibilities Customers over the phone, by e-mail, fax, or regular mail correspondence Responsible for the supervision of a staff of eight people within the customer service department. Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures. Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service. Improving customer service based on client feedback through the development of new policies and procedures. Successfully handled all public relations issues.