Onsite Technician

• Jul 2023 - Present

Systems Support Professional

• Jul 2021 - Jan 2023

Was prime point of contact and subject matter expert for over 150 clients, including interacting with Directors and C level executives. Successfully serviced over 200 accounts during onboarding and offboarding activities, including addressing both scheduled and urgent ad-hoc requests, resulting in smooth and seamless transition for clients. Troubleshot and resolved over 200 account-related issues every month through Active Directory and Azure AD, leading to prompt resolution of problems and ensuring clients' access to necessary resources. Resolved permissions and access control issues for 100+ clients' files and shared drives, resulting in optimized data protection and access management. Developed and maintained comprehensive knowledge base documentation for over 200 clients directly and 400+ indirectly, including standardized onboarding and offboarding procedures, facilitating efficient and streamlined processes for clients. Received and responded to service requests via telephone and email from over 400 clients, ensuring compliance with each client's Service Level Agreement (SLA) and fostering positive client relationships. Processed over 300 service tickets monthly and assigned them to appropriate technicians, resulting in prompt resolution of issues and ensuring client satisfaction. Actively monitored all customer systems and services, responding to device-down scenarios promptly and effectively, resulting in minimal disruptions to clients' operations. Successfully performed server updates and reboots during designated service windows for over 50 clients, ensuring optimal system performance and minimal downtime. Reacted promptly to onsite outage scenarios as necessary or as assigned by Service Desk Manager for over 200+ clients, ensuring minimal disruption to clients' operations. Monitored, recorded, and troubleshooted backup status for 30 clients, ensuring data protection and recovery in case of any disruptions. Show less

Concierge

• Sep 2020 - Jul 2021

Perform access control duties, and control ingress to premises. Perform access control duties, and control ingress to premises.

Network Administrator Intern

• Mar 2021 - Jun 2021

Successfully performed network monitoring for multiple clients using SolarWinds Orion and SolarWinds Event Manager (SEM), resulting in prompt detection and resolution of network issues. Analyzed logs and historical data to ensure compliance with customer requirements and Service Level Agreements (SLAs), leading to high level of compliance and customer satisfaction. Configured active response IP blocking in response to over 10000 spam logon attempts daily, effectively mitigating security risks and ensuring secure network environment for clients. Developed Information Security Management System (ISMS) framework with goal of achieving compliance with ISO 27001 and SOC 2 international standards, ensuring that company's information security practices met global standards. Prepared over 50 documents to meet qualification criteria for ISO 27001, SOC 2, and DSS global standards, ensuring that clients were able to achieve compliance with standards and meet industry best practices. Show less

Seasonal Associate

• Apr 2020 - Jul 2020

Performed various customer fullfilment roles. Carried out stock replacement duties on the floor as directed Performed various customer fullfilment roles. Carried out stock replacement duties on the floor as directed

TAC Engineer

• Mar 2020 - Apr 2020

Performed customer and technical support in helpdesk capacity by converting over 50 raw emails requests into tickets in Promys database Logged all issues in ticketing software, including escalation to relevant teams and experts Participated in major VoIP deployment and upgrade project at Ryerson University Performed customer and technical support in helpdesk capacity by converting over 50 raw emails requests into tickets in Promys database Logged all issues in ticketing software, including escalation to relevant teams and experts Participated in major VoIP deployment and upgrade project at Ryerson University

Network Team Lead

• Jun 2016 - Jun 2019

Drove 10% increase in customer base, achieved 70% customer retention rate, andincreased overall revenue by 40% through effective sales and retention strategies.Expertly performed troubleshooting in high-availability, multi-user environment,ensuring minimal downtime and maximum client satisfaction.Delivered top-notch client, server, and network services, exceeding client expectationsand contributing to growth and success of company.Diligently ensured that all company equipment was updated with latest firmware andupdates, reducing security risks and ensuring optimal performance.Successfully performed periodic backups of network device configurations and revertedto them in event of catastrophic equipment failure, minimizing impact of downtime onclients.Designed and implemented network infrastructure for multiple projects, resulting inoptimized network performance and improved client satisfaction.Managed bandwidth for entire client base, implementing Quality of Service (QoS) andmonitoring strategies to ensure high reuse factor of available bandwidth and minimizeclient complaints about bandwidth clamping. Show less

IT Support Specialist

• Jan 2016 - May 2016

Created help desk tickets, troubleshot and resolved desktop issues.Assisted customers in identifying issues and explained solutions to restore service andfunctionality.Provided Tier 1 IT support to non-technical internal users through desk side supportservices.Wrote and reviewed tickets to request maintenance to various types of equipment.Market research and Proposal drafting for multiple potential projects.Radio Link Setup, inclusive of installation and setup of point-to-point and point-tomulti-point links.Maintenance of records on installation, repair, and replacement of parts andequipment. Show less

IT Support Specialist

• Jan 2013 - Dec 2015

Successfully managed school's network infrastructure, ensuring that all devices were updated and secure, and troubleshooting any issues to minimize downtime. Delivered onsite support to 40 faculty and staff and training on use of technology in classroom, resulting in improved student outcomes and satisfaction. Managed school's website and social media accounts, ensuring up-to-date status and effectively communicating with school community. Developed and implemented policies and procedures to ensure privacy and security of student and staff data, in compliance with applicable laws and regulations. Show less