Experience

MAP Communications

• United States
• Telecommunications
• 200 - 300 Employee

• System/Telco Administrator

  • Oct 2019 - Present

  North America - Acting as a team player in deploying, implementing and managing Avaya Aura 7 Unified Communication system throughout the North America region - Managing communications voice and data circuits, working with major telecom vendor in Canada and US and focusing on client experience - Actively monitoring and applying best practices of Information Security through Microsoft 365 ATP, email security, and other end-point detection response applications



Stericycle

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Support Associate II (System/Telco Administrator equivalent)

  • Aug 2017 - Present

  North America Adding on from previous responsibilities: - Installing, managing, monitoring and troubleshooting telecommunication system and call center applications across 24 Communication and Related Services branches in North America with over 1,700 staff and agents - Acting as second & third-tier escalation point for hardware/software support to all staff, IT members, and call center agents, utilizing ServiceNow as our Incident/Change/Problem Management - Providing support on Microsoft MFA… Show more Adding on from previous responsibilities: - Installing, managing, monitoring and troubleshooting telecommunication system and call center applications across 24 Communication and Related Services branches in North America with over 1,700 staff and agents - Acting as second & third-tier escalation point for hardware/software support to all staff, IT members, and call center agents, utilizing ServiceNow as our Incident/Change/Problem Management - Providing support on Microsoft MFA (Multi-Factor Authentication) Deployment throughout the company and remote users - Administering and managing Microsoft 365 environment (account provisioning, groups management, Azure AD with Remote Exchange Module Shell), and supporting M365 applications

• Support Associate I

  • Dec 2010 - Aug 2017

  North America - Administering and provisioning server image and deployment, implementation of new applications on existing and new system, and developing documentations and best practice and training materials - Ensuring system reliability and availability through daily, weekly and monthly health system check and following the standard and established problem and change management processes for repeat issues, focusing on automation - Active Directory support and administration, including Group Policy… Show more - Administering and provisioning server image and deployment, implementation of new applications on existing and new system, and developing documentations and best practice and training materials - Ensuring system reliability and availability through daily, weekly and monthly health system check and following the standard and established problem and change management processes for repeat issues, focusing on automation - Active Directory support and administration, including Group Policy Management, DNS, DHCP, WSUS, IIS - VMWare & AWS support and administration - Working closely with Client Service, Operations, and Account Development team to solve urgent client issue, implementing best practices and putting customer first - Acting as a major team player and contributing actively on a National & International project that arises throughout the year that require long hours (e.g. Squid proxy server in CentOS, Site Closure & Standardization across North America that includes travel, ITSM project, Vendors & Telco billing audit, standardization and cost reduction, Windows 10 Migration project) - Providing physical support and monitoring Data Center maintenance such as: servers, switches and routers, printers, and any other facilities (generators, UPSs, batteries, printers) locally and remotely - Documenting any changes on company’s assets, providing manuals and training guides locally and in Sharepoint across North America, including training IT team members, staff and call center agents



London Drugs

• Canada
• Retail
• 700 & Above Employee

• IT Installation Analyst

  • Jun 2010 - Sep 2010

  - Part of the team player on Store Infrastructure Upgrade (SIU) project at London Drugs that involved Greater Vancouver and interior BC areas, and worked closely with a team leader of LD - Successfully installed and upgraded 19 out of 64 LD store as one of the four install team within tight schedule and time constraint - Managed to solve very unique problems that each store has and followed a standard for consistency - Worked closely and built a rapport with a team leader as we did… Show more - Part of the team player on Store Infrastructure Upgrade (SIU) project at London Drugs that involved Greater Vancouver and interior BC areas, and worked closely with a team leader of LD - Successfully installed and upgraded 19 out of 64 LD store as one of the four install team within tight schedule and time constraint - Managed to solve very unique problems that each store has and followed a standard for consistency - Worked closely and built a rapport with a team leader as we did lots of travel times and flexible hours Show less



Acer/ VANOC

• Desktop Specialist

  • Jan 2010 - Mar 2010

  - Deployed, supported, & decommissioned 500+ desktops in Vancouver Olympic & Paralympic Village - Handled 100+ tickets every month as L2 help desk during operational times - Set up two Internet café for athletes usage and helped managed it everyday - Worked closely with the countrys representatives and international athletes - Built a great rapport with the team lead, Venue Technology Manager, volunteers, and other technologies



Universal Learning Institute

• Canada
• Professional Training and Coaching
• 1 - 100 Employee

• Tutor/Facilitator

  • Sep 2009 - Dec 2009

  - Assisted students, immigrants with their continuing studies and computer specialty courses from basic Windows, Microsoft offices, web programming, Dreamweaver, A+ and .NET - Successfully taught, guided, and assisted students to achieve their goals and certification - Created exams, tests, and preliminary studies to determine students understanding level



Teck Resources Limited

• Canada
• Mining
• 700 & Above Employee

• IT Support

  • Aug 2008 - Dec 2008

  - Provided tier one user support as Service Desk for 250+ users in the Vancouver head office, plus another hundreds of users located around the world (Beijing, Brisbane, Perth, Alaska, Alberta, Chile) - Managed and resolved 300+ of tickets every month - Assisted and became part of the company move on Sept 08 - Managed inventories and assets - Assisted users in using meeting rooms and highly technical multimedia equipments - Developed strong customer skills and rapport



Kwantlen Polytechnic University

• Canada
• Higher Education
• 700 & Above Employee

• IT User Support

  • Jan 2008 - Jun 2008

  - Assisted instructors, faculties, and students with online-learning technologies and various of Microsoft Office products - Increased the productivity of new e-classrooms installation - Learned new things and delivered the results quickly with high accuracy and detail - Developed strong problem-solving skills as a technical support analyst