Senior System Administrator

• Jan 2021 - Present

Systems Administrator

• Jan 2017 - Present

IT Administrator

• Sep 2013 - Present

IT Administrator

• Sep 2013 - Present

Systems Analyst II

• Jan 2006 - Feb 2013

• Managed, created and documented support process• Identified, tested and implemented improvements resulting in cost savings and streamlined support.• User Acceptance Testing (UAT) of new images, software and equipment to ensure stability• Provided support and guidance to other team members and support teams• Developed troubleshooting manual for agents to minimize support calls for simple/repetitive issues• Monitored and analyzed issues to identify preventative solutions and implemented solutions• Provided 2nd/3rd level support for thousands of users nation-wide• Monitoring and basic maintenance of 400+ routers and WAN connections• Troubleshooting and resolving miscellaneous software/hardware and network issues for over 400 Corporate Store locations and their users.• Provided rapid response second level phone support including 24/7 on call for remote users and Corporate Stores ensuring POS systems are online and network is fast, reliable and stable.

Support Analyst

• Oct 2003 - Jan 2006

• Provided extended first level support for thousands of users nation-wide• Creation and management of user accounts and users profiles.• Troubleshooting of miscellaneous software and hardware issues.• Provided second level phone support for users when time allowed.

Systems/Infrastructure Analyst

• 2013 - 2013

Consultant

• Feb 2002 - Oct 2003

Desktop Support / Rollout Technician – Consultant (Oct 2002-Oct 2003)Exclusively supported the Superpages account for TELUS. Provided desk side support while assisting in windows upgrade project.• Assisted with Windows 2000 upgrade project that involved upgrading of over 350 user’s computers.• Troubleshooting miscellaneous software and hardware issues; managed user accounts and profiles.• Installation, configuration and testing of Cisco VPN Client software.• Provided second level support for 350+ local users.Systems Analyst – Consultant (Mar 2002-May 2002)Provided systems support to multiple clients: Autostock, Speedy Auto Glass, Sears Portrait Studios• Replaced old POS hardware with new POS systems and upgraded network.• Installed Print servers and Cisco PIX Firewalls.• Tested and confirmed stability of system and networkEnvironment: Dell Hardware, Cisco PIX firewall, Jet direct print server, Windows 2000, CAT5eSystems Analyst/ Cable Installer – Consultant (Feb 2002-Mar 2002)Supported the Wal-Mart Canada account - upgrading their legacy network topology at multiple locations Canada wide.• Installed Fiber backbone; ran & terminated CAT5e cable drops through conduit, drop ceilings and finished walls. • Tested and certified network installation to predetermined specifications• Converted Stores from Token Ring to Ethernet• Relocated Cisco Switches and established redundancy to eliminate network related outage. • Installed and upgraded new POS controllers (servers) and registers throughout store.

Manager, IS/IT Support Coordinator

• May 2000 - Jan 2002

• Built user relationships and ensured customer satisfaction; successfully resolved complaints and issues.• Created and maintained support schedule for remote satellite offices across Canada.• Managed and supervised two support technicians.• Tracked inventory and was responsible for ordering and receiving IT related equipment.• Provided second and Third level support for technical issues for the network and its 1000+ users.• Helped design and enforce certain IT related policies, procedures and standards.• Maintained user and email accounts (Exchange Server 5.5).• Administered telecommunications systems (Meridian PBX and voicemail).• Managed network cabling and site connectivity.• Monitored and supported Windows NT Server operations.• Managed and performed site backups using ArcServe 6.X.• Documented all support calls and user information in helpdesk tracking software (HEAT).• Maintained and repaired Compaq Proliant server hardware.• Organized and performed hardware and OS upgrades for 500+ users across Canada.

Technical Support Analyst

• Apr 1999 - Sep 2000

• Established clientele and maintained client relationships.• Provided on-site technical support services; includes networking, hardware/software troubleshooting and repair, system/server set-up and maintenance services to medium and small businesses in the Barrie area. • Trained power users to administer server security and network accounts.• Successfully resolved many networking, hardware and software issues.• Built computers; installed hardware and software.• Investigated client’s needs and determined and proposed appropriate solutions.