TIER 2 SUPPORT TECHNICIAN

• Dec 2021 - Present

Desktop Support/IT Analyst II

• May 2018 - Dec 2021

Technical Environment: Windows Server 2008 R2/2012, Windows 7/8.1/10, Microsoft Exchange Server 2010, MDM, SafeNet, Proofpoint/IronPort,‎ Citrix App Center, XenMobile Device Manager, HNA User, Service Now, SCCM, Equitrac/Papercut Management console Technical Environment: Windows Server 2008 R2/2012, Windows 7/8.1/10, Microsoft Exchange Server 2010, MDM, SafeNet, Proofpoint/IronPort,‎ Citrix App Center, XenMobile Device Manager, HNA User, Service Now, SCCM, Equitrac/Papercut Management console

Service Desk Analyst II/Account Administrator

• Aug 2015 - May 2018

Technical Environment: Windows Server 2008 R2/2012, Windows 7/8.1/10, Microsoft Exchange Server 2010, MDM, SafeNet, Proofpoint/IronPort,‎ Citrix App Center, XenMobile Device Manager, HNA User, Service Now, SCCM, Equitrac/Papercut Management console • Document thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams/queues and escalate when systemic issues when needed. • Responsible for creating and maintaining Clinical and Non-Clinical accounts for staff at CAMH and Boncura • Responsible for supporting multiple accounts including Shoppers Drug Mart, CAMH, and Boncura • Updated and corrected Knowledge articles used by our staff • Resolve issues by researching documentation within the knowledge base to troubleshooting hardware and software. • Guiding the staff through corrective steps; escalating problems; tracked status of problems and solutions. • Walk callers through new installations and configuration. • Achieve mandatory 85% SLA (Service License Agreement) on a monthly basis. • Improve helpdesk results by recommending changes in information and processing. • Maintain daily performance of computer systems and hospital mobile devices. • Manage, modify, and repair hospital software - specific applications such as InfoMed Web, PowerChart, HNA User • Troubleshoot Outlook 2010 mailbox and connectivity to solve user and server problems. • Performed password resets, break fix, printer support, network connectivity and VOIP Show less

Self Employed

• Oct 2011 - Aug 2015

• Contract IT support including desktop support, server and telephone maintenance • Planning and building home computer systems for associates, friends and family • Developing and editing videos • Provide support with android and IOS devices. rooting and installing custom ROM and Firmware • Contract IT support including desktop support, server and telephone maintenance • Planning and building home computer systems for associates, friends and family • Developing and editing videos • Provide support with android and IOS devices. rooting and installing custom ROM and Firmware

Desktop Support Technician

• Apr 2014 - Mar 2015

Technical Environment: Windows Server 2008/2012, MySQL, SQL Report Server, Citrix Xen App, 2X Application, VMware, Microsoft Exchange, Windows Remote Desktop Services, TeamViewer, Windows VPN, Cisco switches, Sonicwall Firewall , NETGEAR, Emsisoft Anti Malware, Avg Managed Workplace Portal, Outlook email client. • Provided day-to-day technical support to small to medium size offsite clients with up to 50 PC’s and 3 servers. • Provided and managed hosted Exchange and IMAP email accounts to clients. • Install, configure and troubleshoot desktop systems, workstations, servers and network. • Performed upgrades on mobile devices, desktops, hardware, network. • Responded to customer support calls, logged problems and tracked issues to closure. • Provided status updates to management and team leaders. • Responsible for network cabling in new or existing buildings. • Troubleshoot and resolve client printing issues. • Repaired Lenovo ThinkPad products and was responsible for warranty claims and follow-up. • Recommends hardware and software solutions, including new acquisitions and upgrades. Show less

IT Support Specialist/On Call IT Technician

• May 2013 - Mar 2015

Technical environment: Windows Server 2003, Windows XP/7 • Maintained the network infrastructure and ensured that all desktops were running optimally within the Dealership. • Provided server maintenance, backup strategies on local server and remote dedicated server and firewall configuration. • Troubleshoot performance and desktop issues. roles. Technical environment: Windows Server 2003, Windows XP/7 • Maintained the network infrastructure and ensured that all desktops were running optimally within the Dealership. • Provided server maintenance, backup strategies on local server and remote dedicated server and firewall configuration. • Troubleshoot performance and desktop issues. roles.

IT Support Technician

• Jan 2014 - Apr 2014

Technical Environment: Mac OS X, Mac OS X Server, Jenkins, Synergy, IChat, Lighthouse, ShareTool, Teleport • Monitored all existing applications using Jenkins Continuous Integration • Worked with programming staff to communicate testing errors and program issues • Monitored Network to ensure applications were running smoothly Technical Environment: Mac OS X, Mac OS X Server, Jenkins, Synergy, IChat, Lighthouse, ShareTool, Teleport • Monitored all existing applications using Jenkins Continuous Integration • Worked with programming staff to communicate testing errors and program issues • Monitored Network to ensure applications were running smoothly

IT Support Technician

• Nov 2012 - May 2013

• Responsible for maintaining the desktops, networks for the Dealership. • Resolved employee desktop and resolved server outages for the Dealership. • Performed rewiring of the network patch panel. • Provided Data Entry services using Excel spreadsheets and administrative roles. • Responsible for maintaining the desktops, networks for the Dealership. • Resolved employee desktop and resolved server outages for the Dealership. • Performed rewiring of the network patch panel. • Provided Data Entry services using Excel spreadsheets and administrative roles.

Sales Associate

• Aug 2011 - Oct 2012

• Selling and upselling electronics, laptops, TVs, warranties, cell phones, Bell TV and internet packages, and using the Iris interface to activate them. Maintained several Windows servers, attending to over 100 desktops • Handled all computer-related tasks that took place in the store • Selling and upselling electronics, laptops, TVs, warranties, cell phones, Bell TV and internet packages, and using the Iris interface to activate them. Maintained several Windows servers, attending to over 100 desktops • Handled all computer-related tasks that took place in the store