Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Allen Figueiredo

Toronto,Canada

Summary

Dynamic IT professional with a proven track record at Holt Renfrew, excelling in network administration and technical support. Expert in Microsoft Intune and data security, I have successfully streamlined device management for over 800 devices while fostering a collaborative team environment. Passionate about enhancing operational efficiency and user satisfaction.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Operational Support Specialist/Desktop Support

Holt Renfrew
Toronto, Canada
08.2017 - Current
  • Orchestrated comprehensive management of hardware needs and maintained meticulous inventory records for all offices and stores across Canada.
  • Provided remote support for corporate-owned devices, ensuring seamless functionality and user satisfaction.
  • Conducted thorough asset inventory for all endpoints, optimizing resource allocation and minimizing operational disruptions.
  • Successfully deployed switch infrastructure, contributing to enhanced network performance and connectivity.
  • Managed endpoint software license portfolio, including Adobe Pro, Creative Cloud, Snagit, AutoCAD, Sketch, Bluebeam, Sketchup, and GoToAssist, ensuring compliance and cost efficiency.
  • Implemented and enforced data security protocols as part of daily procedures, safeguarding sensitive information and mitigating risks.
  • Monitored SCCM (System Center Configuration Manager), maintaining optimal system performance and proactive issue resolution.
  • Mentored support staff, cultivating a customer-centric approach and fostering a high standard of support service delivery.
  • Demonstrated exceptional problem-solving skills by handling escalated issues promptly and following up on outstanding matters.
  • Assumed a coaching role for newly hired IT specialists, providing guidance on advanced technical procedures and ensuring smooth onboarding.
  • Promptly addressed user issues with accuracy and efficiency, delivering effective resolutions and minimizing downtime.
  • Configured and set up all IT hardware for new hires, ensuring seamless integration into the company's technology ecosystem.
  • Led the installation, configuration, and troubleshooting of desktops, Macs, laptops, printers, network devices, and peripheral equipment.
  • Played a key role in critical projects such as the closure of Holt Renfrew Edmonton, Montreal, and HR2 Vaughan Mills locations, overseeing the successful IT transition of three flagship stores.
  • Tasked with evaluating and testing new hardware and software for effectiveness, compatibility, and compliance, contributing to informed procurement decisions.
  • Leveraged excellent verbal and written communication skills to provide comprehensive support to employees as the first point of contact through phone, email, remote logon, etc.
  • Employed analytical capabilities to identify root causes of operational malfunctions and delivered timely solutions within defined schedules and service level agreements (SLAs).
  • Developed preventive measures and documented issue resolution procedures, ensuring a proactive approach to problem-solving and facilitating knowledge sharing within the team.

Network Infrastructure Specialist/Network Administrator

Holt Renfrew
Toronto, Canada
05.2015 - 08.2017
  • Administered servers, virtual servers, NAS, SAN, desktop computers, printers, routers, switches, VoIP phones, smartphones, software deployment, security updates, and patches.
  • Designed, built, managed, and supported IT infrastructure both independently and as part of a team.
  • Maintained inventory of equipment and parts, along with documentation of configurations, standards, and vendor activities.
  • Led problem-solving efforts involving external vendors and support personnel/organizations when required.
  • Developed expertise in new and existing technologies and created comprehensive training documentation.
  • Provided training to Help Desk and Operational Support Specialists, enabling them to enhance their knowledge and skillset for optimal support delivery.
  • Offered tier 3 network support for various systems such as MacOS, iOS, Windows, Android, Print Servers (Windows), Multi-Functional Printers (MFP), Print Copy Control (PCC), Equitrac.
  • Utilized tools for risk assessments, identification of security issues and threats, and ensured compliance.
  • Identified the need for and implemented EcoStuxure IT Expert, managing all UPS (Uninterrupted Power System) units across the organization's IT rooms.
  • Ensured adherence to company guidelines by managing Organizational Groups and Group Policies in Active Directory for all devices and users.
  • Planned, configured, and deployed Intune to over 800 devices, streamlining device management and enhancing security measures.
  • Implemented AutoPilot and HybridJoin in Intune, simplifying device provisioning and enabling seamless integration with the organization's hybrid environment.
  • Managed projects for new technologies, including planning, pilot testing, and deployment/execution.
  • Oversaw network folder/fileshare security permissions.
  • Managed and maintained Cisco Unified Communication and Collaboration systems, including Cisco Unified Communication Manager, Cisco Unity Connection, Cisco Unified Attendant Console, UCS, ESXi, Voice Gateways, and endpoint devices (physical phones, soft phones, and third-party SIP devices).
  • Identified the need for and implemented Apple Business Manager/Device Enrollment Program (DEP) for corporately owned Apple devices.
  • Managed Workspace One Unified Endpoint Management (UEM) environment, creating, maintaining, and developing policies, profiles, and applications for deployment across a wide range of operating systems and devices.
  • Provided 24-hour on-call support for high-priority issues and promptly responded to security issues and threats.
  • Conducted endpoint patch management and firmware upgrades.
  • Collaborated closely with the Director of IT to plan and manage special projects, ensuring the organization's long-term technological strategy.
  • Successfully planned, configured, and deployed Intune to over 800 devices, streamlining device management and enhancing security measures.
  • Implemented AutoPilot and HybridJoin in Intune, simplifying device provisioning and enabling seamless integration within the organization's hybrid environment.
  • Upgraded the APC UPS infrastructure, significantly decreasing downtime during power outage scenarios. Increased backup battery runtime from 5 minutes to 30 minutes, ensuring uninterrupted operation and enhanced system reliability.

Skills

  • Technical support and troubleshooting
  • Hardware and software management
  • Network administration
  • Data security
  • Asset management
  • Technical documentation
  • Microsoft Intune administration

Certification

  • Administering System Center Configuration Manager (M20703-1)
  • VMware AirWatch: Configure and Manage
  • NSE 1, NSE 2 Network Security Associate
  • Windows Server 2019 Administration (WS-011T00)

Timeline

Operational Support Specialist/Desktop Support

Holt Renfrew
08.2017 - Current

Network Infrastructure Specialist/Network Administrator

Holt Renfrew
05.2015 - 08.2017

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Allen Figueiredo