Information Systems Senior Officer

• Sep 2023 - Present

Information Technology Business Process Analyst

• Apr 2022 - Mar 2023

• Directed other IT members and scheduled time off and overtime hours for both projects, maintenance and break/fix issues. • Analyzed current business processes and created IT solutions to improve efficiency and drive profitability. • Researched varying solutions that would tie into the specific business needs of the company. • Successfully presented Smartsheet to the VP and Operations Manager for them to sign off on the licensing purchase. • Created automated solutions via Smartsheet for productivity and efficiency data displays on the manufacturing floor to drive increased productivity, Quality display dashboards to display current quality issues to drive improved quality control on the productions floor. • Responsible for coordinating the procurement, assessment and installation of a 38 camera security system. • Implemented the companies first IT ticket system • Supported SAP Business By Design (ByD) ERP system and Proprietary Software including user management and access rights. • Created an automated Smartsheet for Sunspace dealers to submit order cancellations/inquiries which would automatically be sent to the head office (included parameters to email specific people based on each step of the process). • Created a maintenance request form with automation to notify the maintenance department in Smartsheet to better track maintenance requests. • Responsible for all printers, camera system, Smartsheet, entering products into the company’s proprietary “Configurator” software (used for both ordering and pricing the materials needed to build the various modular enclosures). • Trained end users and management on best practices and software utilization. • Supported Microsoft Teams, Account administration (Azure Active Directory), SharePoint (including document recovery) and Microsoft Office 365. Show less

Information Technology Technician

• Feb 2017 - Apr 2022

• Sole onsite IT support to all departments in a fast paced 24/7 automotive parts manufacturing plant. • Responsible for troubleshooting, maintaining, upgrading, replacing all computer systems including real time production scheduling displays. • Lead multiple IT projects from conception to completion including delegation to IT members to ensure projects were completed on time and in accordance to specifications. • Local support of IBM AS400 system. • Supported Microsoft OS/Software including Windows 7, 10, MS Office 2010, 2013, 2016. • Supported all production floor and office printers (Zebra and Citizen, Canon, HP, Xerox, Konica Minolta). • Supported internal automated paint facility. • Supported Production in relation to part number lookup and cross referencing specific codes related to where product barcodes can be printed. • Supported proprietary software developed in house by the Information Systems Developer. • Trained operators, supervisors and managers on the use of various systems. • Documented all IT requests using SolarWinds Web Help Desk ticket system while adhering to set SLA's. Show less

Dealer Services Representative/Photographer

• Feb 2016 - Jan 2017

Skilled Photographer

• Nov 2015 - Feb 2016

Capture photos of new and used cars to be placed on dealer websites for sale Capture photos of new and used cars to be placed on dealer websites for sale

Contract Computer Technician Lead - Projects

• Dec 2015 - Dec 2015

Delegated tasks to junior staff on my team. Assisted onsite Dell Project team to pre-stage, configure and join new desktops and laptops to new domain. Deployed workstations for the plant and office. Assisted network engineer with staging new network hardware. Assisted onsite Dell Project team to document and prepare network printers for migration. Triaged, liaised with and remotely assisted Dell to address issues for end user devices, printing, application issues and domain migration issues. Show less

IT Analyst

• Jul 2015 - Sep 2015

IT Support Supporting various technologies within the client base of Think Swift. Provisioning of ATA routers and PBX phones (Polycom). Remote assistance to clients. Support on computer and technology related issues that impact business functionality. Customer service representative and liaison for Think Swift. Computer Hardware and Software support. IT Support Supporting various technologies within the client base of Think Swift. Provisioning of ATA routers and PBX phones (Polycom). Remote assistance to clients. Support on computer and technology related issues that impact business functionality. Customer service representative and liaison for Think Swift. Computer Hardware and Software support.

IT Consultant and Team Lead - Contract

• Oct 2014 - Jun 2015

• Responsible and accountable for entire Infrastructure of Oshawa Community Health Centre. • Responsible for the screening, interviewing, hiring, directing and mentoring of additional IT staff. • Administration of the Nortel/Avaya BCM400 system including Call pilot (digital and IP phones). • Administrator for all servers, AD, Exchange, Backup Exec, Endpoint Protection, Print server and Intranet. • Setup of new hires, add users to AD groups and share folders. • Setup of Intranet user security groups and permissions. • Inventory management, policy and procedure control. • Business liaison with 3rd party vendors. • Occasional travel to satellite office. • Root cause resolutions of long standing pre-existing issues within the first month of employment. • Documented infrastructure and inventoried all company IT assets including software licensing. Show less

Technical Advisor | IT

• Jan 2014 - May 2014

Responsible for front end Website design and development (Wordpress). Technical support to staff. Technology Advisor/Consultant Official Marketing Photographer Wireless security systems technical sales advisor General office manager duties Responsible for front end Website design and development (Wordpress). Technical support to staff. Technology Advisor/Consultant Official Marketing Photographer Wireless security systems technical sales advisor General office manager duties

Technical Support

• Apr 2011 - Jul 2013

• Sole onsite Technical Support for the Lawyers and their Assistants (65+ Staff) Responded to issues remotely, via email, phone, remote access and desk side. • Printer /copier troubleshooting from paper jams to error messages and lack of network connectivity. • Managed day to day Infrastructure and end user Technical issues. • Liaised with third party vendors (Rogers Wireless, Xerox, UPS, Telus Mobility, Printer support and maintenance (LaserCorp and LaserNetworks). • Instrumental in shifting mobile infrastructure to include Telus Mobility for BYOD capability. • Instrumental in shifting our Printer maintenance to an automated system (LaserNetworks) by successfully pitching the idea to the CIO (Chief Information Officer). • Liaised with head office in Michigan regularly to keep them apprised of various issues affecting the Toronto office. • Responsible for purchasing hardware through CDW Canada. • Maintained a low cost high production ratio with least impact of downtime from hardware failures and tracking of asset inventory. • Set up new hires and decommissioned terminated/resigned employees. • Contacted Rogers Wireless due to discrepant billing which resulted in awarding a refund in the Attorneys favor. • Supported A/V equipment for video conferences and presentations in various board rooms. • Trained employees on procedures and best practices for software, hardware, and printing. • Tested new role-outs and updates to existing software and reported to systems administrators. • Patched and terminated Cat 5 cables on switches and servers to activate wall jacks for Ethernet and phone connectivity. • Liaised regularly with upper management regarding recommended infrastructure, hardware, and procedural changes for the Toronto office. Show less

Project Co-ordinator/Imaging Specialist

• Feb 2011 - Apr 2011

Coordinated with the Nestle factory Tech support staff for timeline of rollout. Worked onsite in the manufacturing facility managing the upgrade of systems from XP to Vista. Advised Tech Support staff of any issues impacting the timeline of rollout. Created plan for least impact to manufacturing and loss of revenue for department specific implementations. Coordinated with the Nestle factory Tech support staff for timeline of rollout. Worked onsite in the manufacturing facility managing the upgrade of systems from XP to Vista. Advised Tech Support staff of any issues impacting the timeline of rollout. Created plan for least impact to manufacturing and loss of revenue for department specific implementations.

Helpdesk Specialist

• Dec 2010 - Feb 2011

Maintained inventory tracking of company loaner laptops. Assisted users with in house software issues and configurations. Assisted users with computer and printer issues (HP). Provided support for Microsoft office issues including add-ins Set up board rooms with requested equipment and installations of PowerPoint presentations. Provided wireless networking support for guest access. Provided assistance for various general computer related inquiries. Maintained inventory tracking of company loaner laptops. Assisted users with in house software issues and configurations. Assisted users with computer and printer issues (HP). Provided support for Microsoft office issues including add-ins Set up board rooms with requested equipment and installations of PowerPoint presentations. Provided wireless networking support for guest access. Provided assistance for various general computer related inquiries.

Helpdesk Specialist

• Oct 2010 - Dec 2010

Supported end users with computer errors, software issues and printer support. Created and administered user accounts in Active Directory. Activated and applied IT policies on BlackBerry devices. Installed and configured Jabra Bluetooth earpieces for use with Digital IP phones. Maintained high standards of customer service during the entire support session. Supported end users with computer errors, software issues and printer support. Created and administered user accounts in Active Directory. Activated and applied IT policies on BlackBerry devices. Installed and configured Jabra Bluetooth earpieces for use with Digital IP phones. Maintained high standards of customer service during the entire support session.

Helpdesk Specialist

• Nov 2007 - Jul 2010

Provided support for approximately 20,000 users Globally, and, 400+ users locally including CFO's, CEO's, legal and internal audit departments, including regional IT Tracked incidents using BMC Service Desk Express ticketing system 2nd level support for other regional offices Provided support and troubleshooting for Video Conferencing using Polycom hardware Provided support for Pointsec encryption related issues Create/Delete/Configure user accounts in Active Directory Imaged computers and set up/train new users/transfers from other regions Moved mailboxes using Microsoft Exchange Troubleshoot / diagnose / resolve hardware/software issues including Microsoft Office 2003/2007, phones, printers, Blackberries, wireless phones and all computer incidents. Administer Cisco IP phones and Unity voicemail system, Nortel/Meridian option 11 digital and IP based phones by tracing / patching lines / programming via Secure CRT Set up phone numbers and voicemails using Nortel Call Pilot and Cisco web service. Set up VPN Access using RSA Secure ID Tokens and RSA Quick Admin Set up iPass Access using iRoam Set up Oracle user accounts and permissioned accounts Set up and configure accounts for Microsoft Live Meeting Add Computer and user accounts in Active Directory Escalate calls when the scope is beyond current roles/permissions Provide Remote/Email/Phone/In person support for Software and Hardware Contact Service personnel for various technical issues and parts replacement Create "How to" documents for end users in layman's terms Show less

PC Technical Service Advisor/Assistant Manager

• Apr 2007 - Nov 2007

Provided Conflict resolution between the retail location and the customer. Assistant Manager with various responsibilities such as inventory, weekly sales targets and promotional material. Provided suggestions to regional manager for increasing revenue, value and traffic to our office. Participated actively in a corporate presentation by ATI/AMD. Diagnosed and repaired all brands of Windows based computers. Built, configured and tweaked computers for peak performance. Installed various software drivers and programs. Advised customers on upgrades and options for their computer(s) on the phone and in person. Advised customers on preventative measures in relation to their situation. Multi role Customer Service Associate for MDG as a whole. Show less

Broadcast Auditor/Assistant Broadcast Buyer

• Mar 2005 - Jun 2006

Awarded by the Presidents of MBS and The Media Company for providing exceptional contributions to the success of the campaign and company. Assisted the finance and AOR teams in resolving discrepant affidavits on the largest broadcast campaign in Canada. In charge of the collation of makegoods and preemption contracts (email/fax/courier). Liaised with TV station reps via email and phone to resolve issues of incorrect commercial airings. Input various contract revisions into Adtraq system to existing commercial airings. Input bonus contracts and pre-empted extra commercial spots in Adtraq system. Made broadcast adjustments, entered contract numbers, and verified contracts. Show less

Inbound Phone Operator/Dispatcher/Trainer/Project Manager

• Sep 2001 - Jan 2005

Lead team in revising/updating mapping system including testing and utility submission. Awarded for dedication and efficiency in reprogramming the mapping system. Trained new employees on policies, procedures and phone etiquette. Became lead trainer for all new hires. Received incoming calls/faxes regarding locate requests from utilities, contractors & homeowners. Explained the importance of calling before you dig to home owners. Mapped grid areas on X-map (red hat Linux) to locate utilities to notify. Dispatched partnered utilities so they could mark their underground services. Show less

Beach safety patrol Supervisor

• Jun 1999 - Aug 2000

In Partnership with 55 Division Metropolitan Toronto Police Service. Provided CPR/First Aid Responded to Missing children reports Investigated suspicious activities Dispatched Police, EMS and Fire department depending on the incident. Provided Security and safety patrol for Kew Gardens concerts Provided Security and safety patrol for Becel walk/run for heart. Supervised, scheduled and provided tasks and triage roles for available staff. In Partnership with 55 Division Metropolitan Toronto Police Service. Provided CPR/First Aid Responded to Missing children reports Investigated suspicious activities Dispatched Police, EMS and Fire department depending on the incident. Provided Security and safety patrol for Kew Gardens concerts Provided Security and safety patrol for Becel walk/run for heart. Supervised, scheduled and provided tasks and triage roles for available staff.