Experience

• 

  BLANCO

  • Brampton, Ontario, Canada

  • IT Specialist - North America

    • Aug 2021 - Present
    • Brampton, Ontario, Canada

    Core Responsibilities:Responsible for coordinating with Global IT Head Office to ensure corporate and local policies are defined and implementedResponsible for ensuring compliance with privacy and other regulationsResponsible for ensuring adequate server/network infrastructure is in place as well as data backup and recovery planAdhere to IT guideline for information security, privacy, and data protection strategies and levelsResponsible for providing 1st level user support to users (prioritize, provide solutions, escalate where required)Core Activities:Maintain user hardware requirements and all IT related documentation of processes and guidelinesMaintain system software requirements and updates Maintain mobile phone and Maas360 requirements, Firewall and Security requirementsManage IT customer satisfactionMaintain Helpdesk ticket system and reporting to organize support tasksPerform IT research and innovation, implement requirements for Blanco North America projects and initiativesEvaluate and communicate IT business value and performanceImplement and manage Policies, Guidelines, Access Management, Security ManagementDay-to-day coordination with Global IT Head Office and 3rd party providersPlan, track and commit to budget requirements for IT related spending and/or investmentTravel between all 3 Blanco North America locations for On site support if and when required

• 

  Chudleigh's Bakery

  • Canada
  • Food and Beverage Manufacturing
  • 100 - 200 Employee

  • Network Analyst

    • Jul 2019 - Jul 2021

    Installation of server including, but not limited to design, set-up, deploy and optimizeManagement of network including downtime issues, performance issues and preventative maintenance using Solarwinds monitoring toolCoordination of printer setup and managementCoordination and implementation of software updates on all equipmentDeployment and management of apple devices using Apple Business ManagerPerform solid back ups and disaster recoveryDevice installation on workstations, tablets and phone systems as requiredAsset management including documentation and lifecycle of assets

  • Technical Analyst

    • Mar 2018 - Jul 2019

• 

  Revera Inc.

  • Cambridge, Canada

  • Service Desk Analyst

    • Dec 2015 - Mar 2018
    • Cambridge, Canada

• 

  DependableIT

  • Hamilton, Ontario

  • Help Desk Technical Support Tri Trained Agent

    • Sep 2013 - Dec 2015
    • Hamilton, Ontario

    • Tri Trained Agent for Cogeco Campaign. Provided technical support to Cogeco customers for issues related to Internet Connectivity, Digital Phone & Cable TV• Technical Support Agent for Radialpoint and Virgin Media Customers• Supported customers on internet connectivity issues on different operating systems (Windows8/7/VISTA/XP, Apple & Android based Smartphone devices )• Used modem diagnostic tools to access and troubleshoot modems remotely• Cogeco Email address management and Setup on different Email Client Software’s including MS Outlook, Windows Live Mail, Mozilla Thunderbird & Mac Mail• Monitor network security and educate customers regarding potential virus and malware detected by the Server from the IP address assigned to the devices on their network• Update ticket notes and escalate unresolved issues• Remote assistance over the call and by using logMein and TeamViewer to remotely access the devices in order to troubleshoot• Assisted in setting up new PC’s and Macs and transferring data from older ones• Handling Windows updates and OS errors, re-installing or upgrading the OS • Connecting and setting up peripherals such as tablets, phones, printers, scanners, digital cameras, MP3 players, Smart TVs, games consoles, Smart Blu-Ray players, etc• Mobile connection sharing and tethering configuration• Synching mobile devices to a computer and/or cloud• Synching documents, emails, contact lists, audio, video etc. across multiple devices• Handling Mac updates and upgrades, including setting up or restoring Time Machine backups

• 

  Ricoh Canada Inc.

  • Mississauga, Ontario

  • Help Desk Analyst (Internee)

    • Jun 2013 - Aug 2013
    • Mississauga, Ontario

    • Provided 1st level support via the IT support queue (phone & email)• Answered customer calls regarding IT related issues including hardware, software, Lotus Notes, Citrix server, Baan ERP and other application software• Record, track & escalate incidents using the ticketing system (Track it) • Built systems, installed OS & provided basic hardware (desktop/laptop) troubleshooting; Microsoft windows & office troubleshooting• Configure & image workstations, laptops & other computer equipment as required• Troubleshooting VPN & remote user connectivity issues• Support mobile devices (blackberry users for problems related to ActiveSync, Activation, backup & migration)

• 

  Compugen Inc

  • Vaughan, Ontario

  • Service Technician

    • Mar 2012 - Apr 2013
    • Vaughan, Ontario

    . Acting as a main point of contact for customers•Responsible for Active Directory user management•Built systems, installed OS & provided basic hardware (desktop/laptop) troubleshooting; Microsoft windows & office troubleshooting •Installed Operating System, Update BIOS & performed migration from Windows XP to Windows 7•Received and Logged documents with extensive usage of MS office applications (Word, Excel, PowerPoint, Outlook, Access)•Responsible for troubleshooting networking and internet connectivity related issues Responsible for installing and configuring anti-virus software & firewalls. Maintaining correspondence with customers and carriers, and creating status reports. Assisting and collaborating with sales team, satisfying company’s policies, initiatives, and business goalsFollowing up with customers and carriers regarding orders

• 

  Focus Communications

  • Call Centre Specialist

    • Dec 2010 - Dec 2011

    • Ensured that the site meets or exceed Service Level Agreements for a multitude of programs and services including but not limited to Outsourced inbound, out bound sales, Third party verification, Customer Service and Quality evaluation• Maintained excellent client relationships and explore avenues for organic growth• Participated in RFI submissions for new clients• Responsible for the ongoing communication and success of operations, QA / Verification, Recruiting and Training of human resources• Developed and implement performance measurement processes and objectives to measure performance and recommend improvement paths