Senior Support Specialist

• Aug 2020 - Present

As a Senior Support Specialist at MNP Digital, I specialize in tier-3 helpdesk escalations, developing IT solutions for Canadian clients across multiple industries including financial, energy, charity/NFP, manufacturing, insurance, real estate, construction and engineering.As part of MNP, a Canadian full-service business advisory firm, the MNP Digital team is made up of highly skilled and curious problem solvers who are committed to guiding, protecting, and empowering our clients on their digital journey. Our services include digital advisory, digital platforms and experiences, cloud services, applied data and analytics, application development, cyber security and privacy, and managed IT services.

Senior Support Specialist

• Oct 2019 - Jul 2020

Senior Systems Administrator

• Feb 2015 - Oct 2019

Managed IT Service Provider for small and medium-sized businesses (SMB), legal firms, charter schools, and not-for-profits (NFP)Office 365 Email Migration Specialist- Exchange 2003-2013 to Exchange Online- POP/IMAP/Gmail to Exchange Online- Cutover/Staged migrations, BitTitan MigrationWiz, CodeTwo Office 365 Migration software- Directory Sync with Azure AD Connect or ADFS- Exchange Hybrid solutions- Cloud Service Provider (CSP) reseller (Tech Data StreamOne, Pax8 OmniDash)Designed and supported solutions for desktops, servers, and cloud services. (Similar to previous role at M2 Systems, with some of the same end clients and nearly all of the same duties.)Installed & managed network hardware, including UniFi wireless access points, Mikrotik routers, Sophos XG firewalls, Untangle NGFW, Cisco SG200 & SG500 switches.Tracked time & service requests with ConnectWise Manage.Provided remote support with ConnectWise Control (formerly ScreenConnect).

System Administrator

• Jun 2014 - Jan 2015

Managed IT Service Provider for small and medium-sized businesses (SMB), charter schools, and not-for-profits (NFP)Designed and supported solutions for desktops, servers, and cloud services.- Windows 10 Deployment via Microsoft Deployment Toolkit- Windows Server 2003 to 2012 R2, Active Directory Domain Services, RRAS VPN, IIS, File Services, Print Management- Small Business Server (SBS) 2003/2008/2011- Exchange Server 2007/2010- install, migration, and troubleshooting for MS SQL Server and SharePoint 2007 & 2013- Office 365 Business (especially Exchange Online)- Google G Suite for Education- WHM/cPanel Administration- Meraki Systems Manager / Apple Volume Purchase Program (VPP) & Device Enrollment Program (DEP)- Lenovo ThinkServer / ThinkPad / ThinkCentre / ThinkStation hardware supportTracked time & service requests with ConnectWise Manage.Provided remote support with ConnectWise Control (formerly ScreenConnect).

System Administrator

• Jul 2010 - Mar 2014

- Contractor assigned to 3 Canadian Division Support Group Signal Squadron, Canadian Army- Network Operations Centre Staff- Server and Desktop Enterprise Management of dozens of sites across Western Canada- SCCM Administration, SMS 2003 & SCCM 2007 R3• Multiple site servers, dozens of Distribution Points• Software packaging & distribution• Status reporting (custom WQL queries)• OSD Task Sequences• Microsoft Software Updates- Co-developed custom WinXP image deployment system used to configure several thousand PCs, uses WinPE, VBScript / HTA Applications, Symantec Ghost, SQL Server- Managing >100 file & print Windows Servers (2003 R2, 2008 R2) virtualized with vSphere 5 & vCenter- Upholding DND information security policies

Operations Support Specialist

• Jan 2010 - Jul 2010

- Contractor assigned to 742 Signal Squadron, Canadian Army- Provided tier 2 remote & deskside PC hardware, operating system and software support- Maintained HP and Dell desktop & laptop computers with Windows XP & Office 2003- Improved & maintained OS deployment system using VBScript, Symantec Ghost Solution Suite and WinPE to produce and distribute Hardware Independent Imaging for multiple WAN sites- Assisted with installation, maintenance & repairs on printers, radios and public address systems- Tracked work orders and inventory with Service Desk Express software- Upheld DND information security policies- Worked with a team with varied background & expertise

Technical Support Analyst

• Jan 2009 - Jun 2009

- Provided deskside & remote user support for company’s Northern Alberta Region office and construction site staff- Maintained a Windows 2003 server (OS & software updates, Backup Exec tape backups, file & print server management) - Installed, maintained & documented 80 Dell desktop & laptop computers running Windows XP & Office 2003/2007- Managed user & group accounts on an Active Directory Domain - Maintained office and branch site networks & network equipment- Documented and tracked software installation and licensing- Upheld company information security policies with CSOX compliance- Worked as an individual, planned as a team with IT staff in other cities

Project Information Technologist

• Apr 2007 - Dec 2008

– Onsite IT for Bantrel's Petro-Canada Edmonton Refinery Conversion Project• Supported a construction site in close proximity to live operating refinery, with CSTS training, Personal Protective Equipment and high safety standards• Configured & deployed copper, fiber & wireless network equipment • Provided Layer 1 network infrastructure support and documentation• Performed entry-level Windows 2003 server maintenance (reboots, server OS base installs, driver & firmware updates, tape backups, file server management)• Maintained & documented over 450 HP desktop & laptop computers running Windows XP Professional & Office 2003• Performed tier 2 onsite & remote user desktop support• Troubleshot and improved in-place desktop deployment system using Symantec Ghost, Windows PE and Sysprep• Implemented “Enterprise Boot and Nuke” (EBAN) software to rapidly & securely erase over 300 hard drives before recycling disused equipment• Managed user & group accounts on a Windows 2003 Active Directory Domain• Managed queues, firmware, and service calls for 70 Xerox copiers & HP printers• Tracked progress of support calls with HEAT support software

Network Analyst

• Feb 2007 - Apr 2007

• 10-week contract position of Compugen & Ministry of Service Alberta• Maintained NT 4 Domain user accounts, Exchange 5.5 mailboxes• Distributed and provided user support for RSA SecurID Key Fobs• Tracked progress of support requests with Remedy Action Request System• Performed entry-level Windows NT 4 and Server 2003 administration tasks (restore from backup, install printers, manage folder security) as required• Provided tier 2 desktop support as required for Windows 2000/XP workstations running Office 2000/2003 including MS Outlook

Deployment Analyst

• Jul 2006 - Jan 2007

• Subcontractor of Compugen and Ministry of Service Alberta• 7-month project which upgraded 2600 Intel-based PCs and notebook computers of the Ministry of Sustainable Resource Development from Windows 2000 to Windows XP SP2 with Office 2003 and migrated network users & systems to a new Windows domain• Tested, troubleshot & provided feedback on their OS deployment system using custom applications and Norton Ghost• Provided on-site & remote user, software & hardware support for recently upgraded clients using utilities such as SMS Remote Tools and the Remedy Action Request System (eMPAC)• Updated hardware inventory database, replaced desktop equipment & traveled to rural offices as necessary• Installed and troubleshot peripherals such as inkjet & laser printers, scanners, label makers and PDAs (BlackBerry/iPAQ/Palm)• Worked as a team member, an individual and a team leader

Deployment Technician

• Mar 2006 - Jun 2006

• 12-week project upgraded 6500 Windows 2000 Intel-based PCs & notebook computers throughout Alberta through contracts with IBM and Alberta Children Services & Alberta Human Resources & Employment• Deployed Windows XP SP2 with Office 2003 on a Windows domain using Norton Ghost• Installed and troubleshot peripherals such as inkjet & laser printers, scanners, label makers and PDAs (BlackBerry/iPAQ/Palm)• Provided desktop support for a wide variety of users• Worked as a team member with occasional individual projects

LAN Administrator / Desktop Support Technician

• Dec 2002 - Mar 2006

• Managed a NetWare 6.0 network with 6 servers and over 300 Intel-based PCs and notebook computers running Windows 98, 2000 & XP• Provided user support for 50 staff and 600 high school students• Repaired / replaced server and desktop hardware as needed• Installed and provided support for a wide range of software such as ESRI ArcView GIS 3.2, Macromedia Studio MX, Adobe Creative Suite, MS Office 2000 & 2003, Corel WordPerfect, Internet Explorer 6.0, VNC remote tools, Symantec Antivirus Corporate Edition & ToolHound Desktop• Supported many peripherals such as PDAs (iPAQ/Palm), scanners, printers, projectors, CNC mills, CalComp tablets and a CNC plasma-cut table• Implemented a Novell ZENworks for Desktops 3.2 system and migrated to ZENworks for Desktops versions 4 and 6.5• Deployed a 50-station Sun Ray thin client system powered by a Solaris 9 server and a Windows Server 2003 system providing Terminal Services• Assisted in deploying an 80-phone Mitel VoIP system• Installed & managed CAT-5 network cabling & terminations, 3Com SuperStack network switches & wireless access points• Upheld provincial government information security policies• Worked as an individual and as part of a team