Experience

• 

  Velocity Business Solutions

  • Richmond Hill, Ontario, Canada

  • IT Support Technician

    • Nov 2021 - Present
    • Richmond Hill, Ontario, Canada

• 

  WSP in Canada

  • Markham, Ontario, Canada

  • Level 2 technician, Information technology at WSP Canada

    • May 2015 - Nov 2020
    • Markham, Ontario, Canada

    • As part of a small dedicated team, provide high touch point technical issue resolution to WSP Users in 35 offices Ontario wide via phone, email, chat, and in-person support, sometime may extend to Canada wide• Work with admin console of AD/Exchange/Skype/Office 365, manage user account/network and application access such as Onboarding/Off-boarding, move, maturity leave, involving email, Digital ID#, password, AD group membership, software license management etc.• By use of enhanced ticket system (ITIL-based Service Now), process, follow up or escalade tickets of all incidents/requests/problems/changes, to manage SLAs to meet the requirement of business• Hardware support including computer and peripherals (including mobile/network phones, conference phones, printers, boardroom devices) deploy, configuration, troubleshoot, repair, upgrade; work with vendor on product warranty; hardware asset management, decommission or disposal, hardware upgrade consultant• Software support including system image, update, configuration, user data transfer, application installation and support, new system/application rollout, support and training• Key contributor on the successful delivery of a Canada wide domain migration project moving 4 domains into one and Skype for business migration project and other projects such as Win10/Office 365 roll out.• Contribute to the continuous enhancement of programs, policies and initiatives related to the delivery of IT Support Services within an acquisitive growth-based organization• Cooperate with Server/Network or other team to perform project support such as server room maintaining, system upgrade or repair, installing network devices, office move, etc.

• 

  SPL Consultants Ltd (Acquired by WSP Canada)

  • 51 Constellation Court, Toronto

  • System Admin/Help desk Specialist

    • Feb 2013 - 2015
    • 51 Constellation Court, Toronto

    • System administrator /server maintenance such as update/recovery/and data backup• End user support for 8 offices and 300+ Staff across Ontario• Responsible for all hardware/software procurement and ensuring budget restrictions were met• Undertake IT property management including hardware change/repair/upgrade and software license management• Site assessments when opening new office space. IT planning and implementation of new server rooms, IT workspace• Email/BST user account administration and management• Created client side documentation including user guides, manuals, flowcharts, and provided training to clients• Managed all other support from client side, server, network connectivity, firewall, security systems, boardroom audio/visual, mobile device and lab equipment• During WSP acquisition of SPL: provide all info and perform all actions to ensure this transition successfully, moved all 300 employee/PC, servers into WSP GCG domain/exchange server successfully.

• 

  DCR systems Group.

  • L4B 0B5

  • Warranty/Image technician

    • Oct 2009 - Feb 2013
    • L4B 0B5

    Work as IT technician for Computer Imaging & Warranty department, undertake computer system Image Creating and deploying; warranty repair and computer system troubleshooting and consultant.• Running UXD system to diagnose off lease computers& laptops, wipe data on harddrive, gathering hardware info, covert and import to DCR system database; visually checking and classifying item condition into appropriate class; deploying system image into class R desktops or laptops.• Making system image or sysprep image based on COA, and uploading to imaging Server system.• Connecting and registering computers for imaging to imaging server through network; deploying proper imaging to computer system; installing drivers or application software if needed.• In case of failed computer system, diagnosing system; identifying potential hardware failure; replacing faulty parts or requesting a replacement such as a motherboard failure.• Upgrading computer system such as memory/harddrive/optical drive/Battery or other parts according to the instruction of work order; providing technical support or advice to sales department or customer.• Checking off leased Dell computers under warranty; performing proper diagnosing or troubleshooting procedure to identify the problems or faulty parts; submitting parts replacement request from Dell Warranty Parts Direct (WPD) website.• Repairing or replacing faulty or defect parts on Dell warranted (complete care/next business day) Laptops/desktops such as cracked Bezel/Palm rest/Base/Hinge cover or defect LCD display/CPU cooling fan/Motherboard, etc. Packing and labeling the return back parts for shipping department to send back to WPD.• Submitting labor reimbursement to WPD, maintaining work records and updating DCR database.