Experience

Region of Waterloo

• Canada
• Government Administration
• 700 & Above Employee

• • Jan 2023 - Present

• • Mar 2016 - Jan 2023

  Provide IT support for all regional employees. Tracked service requests via phone and online ticketing systems. Performed onsite and remote support for multiple locations across the Region of Waterloo. Triage and repair software and hardware issues for all company computers and mobile devices. Administered mobile user accounts and devices within BlackBerry UEM. Administrate active directory accounts, group memberships and exchange mailboxes. Work with emergency paramedic staff with Zoll application suite. Setup and support point of sale systems for Grand River transit stations as well as Region of Waterloo museums. Show less



Toyota Motor Manufacturing Canada

• Canada
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Service Desk Analyst (Contract)

  • Feb 2016 - Mar 2016

  Provide Level 1 phone support. Respond to emails, voice mails, and walk-in customers. Act as the single point of contact to resolve end user incidents and service requests and ensure SLAs are met.Prioritizing and managing incidents, request and emails and other day to day tasks. Configure, install, maintain, and troubleshoot desktop issues related hardware, software, and, peripherals. Manage user accounts and permissions, setup email accounts and network shared folders. Log all incidents and end user requests, identify recurring problems, and provide necessary workarounds, fixes, and resolutions. Assist with maintaining Incident and End User Request Management process. Occasional participation in project/assignment work. Show less



D2L

• Canada
• E-Learning Providers
• 700 & Above Employee

• IT Support Analyst

  • Jul 2014 - Oct 2015

  Creating new/transferring/removing accounts in Active Directory. Image and deploy hardware for new hires. Maintaining asset manager.Provisioning and Deploying BlackBerry and IPhone devices. Provisioning users for Office 365. Assisting with Capture events. Maintaining meeting room projectors and conference phones. Assist users with hardware, software and mobile related. Creating new/transferring/removing accounts in Active Directory. Image and deploy hardware for new hires. Maintaining asset manager.Provisioning and Deploying BlackBerry and IPhone devices. Provisioning users for Office 365. Assisting with Capture events. Maintaining meeting room projectors and conference phones. Assist users with hardware, software and mobile related.



BrandAlliance

• United Kingdom
• 1 - 100 Employee

• Junior Network Administrator

  • Aug 2013 - Jul 2014

  To install, configure, maintain, secure and troubleshoot Windows desktops, servers, and network infrastructure. Respond to helpdesk calls or tickets. Document, maintain processes and procedures, Also perform system monitoring. Creating LANDesk automated software distribution packages, creating new patch and compliance policies, updating LANDesk desktop/laptop images. Updating website Entrust security certificates. Deploying and maintaining IP camera systems. Maintaining server backups using Symantec Backup Exec 2012. Creating new network shares for DFS implementations. Setting up new print servers and Xerox printers. Update and maintain Sophos Management centre for disk encryption. Show less



Research In Motion

• Telecommunications

• • Jan 2011 - Feb 2013

  Training of new RepresentativesProvide advance support and assistance for all Representatives stationed globally.Working directly with both end users and second/third tier teams to resolve escalated issues and requests in a timely manner via phone and email.Troubleshooting hardware and software issues on local, remote and mobile computer systemsTroubleshooting hardware and software issues on all BlackBerry devices including the BlackBerry Playbook Tablet.Administering and troubleshooting VPN Remote connection accounts and software issues.Administering WebEx accounts.Troubleshooting user accounts on BlackBerry Enterprise ServersUsing Active Directory to manage user accounts.Re-imaging loaner laptop pool for customer use.Organizing and submitting orders for internal disposable item stock. Show less

• • Nov 2009 - Jan 2011

  Assist users with issues pertaining to personal computers as well as BlackBerry device issues. Assist in triaging all reported issues and if necessary escalate to the appropriate team(s). Responsible for the creation of work order request tickets and Incident tickets for user impacting events. Maintain communication with other teams concerning multi-user impacting events.



County of Simcoe

• Canada
• Government Administration
• 400 - 500 Employee

• IT Assistant (Winter Co-op position)

  • Jan 2009 - Apr 2009

  Was responsible for assisting clients with desktop computer issues which included printing issues, login issues, and hardware issues. Helped with the first phase of a roaming profile deployment. Was responsible for assisting clients with desktop computer issues which included printing issues, login issues, and hardware issues. Helped with the first phase of a roaming profile deployment.

• IT Assistant (Summer Co-op position)

  • May 2008 - Aug 2008

  Assisted in the deployment of computers and printers. Helped with client trouble calls with computer related issues such as login difficulties, printer issues, and hardware issues. Worked with Citrix Server and Windows Server 2003 operating systems. Reimaged new computers for clients. Created new images for computers that did not have image. Assisted in the deployment of computers and printers. Helped with client trouble calls with computer related issues such as login difficulties, printer issues, and hardware issues. Worked with Citrix Server and Windows Server 2003 operating systems. Reimaged new computers for clients. Created new images for computers that did not have image.



Manitouwadge Public Library

• Community Access Program Centre Student (Contract)

  • Sep 2006 - Dec 2006

  Taught people in the use of computer hardware and software. Assisted the library patrons. Maintain the computers and created workshops for the public for basic computer learning. Taught people in the use of computer hardware and software. Assisted the library patrons. Maintain the computers and created workshops for the public for basic computer learning.