Experience

MBC Managed IT Services

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Service Desk Technician

  • Jul 2019 - Present

  • Troubleshoot end user software and hardware issues• Provide end user support for Microsoft Office applications (Outlook, Excel, Word, OneDrive, SharePoint)• Provide end user support for operating system issues• Provide remote LEVEL 1 support for hardware issues (printers, monitors, docks, keyboards, mice)• Mobile device management (Outlook mobile, Azure MFA)• Manage users and security groups in Active Directory• Manage Exchange Online and on-premises Exchange Servers



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Data Center Technician

  • Mar 2018 - Jul 2019

  • Troubleshoot hardware issues on servers, switches, and client systems• Deployment and provisioning of cloud computing instances and bare metal servers• Actively monitor and troubleshoot network, hardware, and OS level issues via IBM SoftLayer’s Intelligent Management System, Remote Desktop Connection, SSH, and Intelligent Platform Management Interface (IPMI)• Provide TIER 1 support to resolve hardware failures, network disruptions, and physical chassis alerts• Installation of Supermicro servers, Citrix devices and Cisco/Arista switches and routers• Create and maintain various reports documenting all ongoing technical incidents and alerts• Install Ethernet, QFSP, and APC power connections on customer server racks• Provide TIER 2/3 support to customers through IBM SoftLayer’s ticketing system by identifying and resolving advanced hardware, software, and network issues• Installation of console connections and fiber patch cables between internal network devices• Provide remote assistance to global datacenter operations• Create ticket audits and project reports to maintain records and documentation of daily processes• Troubleshoot RAID alerts and manage RAID array configurations through RAID BIOS control and OS command line