Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Phone Numbers
References
Timeline
Generic

David Falcioni

Tecumseh,ON

Summary

Over 15 years of experience in customer service and end user support, with expertise in desktop hardware/software support, Windows Server deployment, and network troubleshooting. Successfully supported organizations with up to 5000 users, managed user accounts, and implemented security policies. Demonstrated leadership as President of the Kin Club of Windsor and Deputy Governor overseeing seven clubs. Proficient in Microsoft Office, server/network documentation, and bilingual communication in English and French, excelling in fast-paced environments.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Manager IT Security Operations

WSIB
Windsor, Ontario
09.2024 - Current
  • Oversaw daily operations, ensuring compliance with company policies and procedures.
  • Managed resource allocation to enhance workflow efficiency across multiple teams.
  • Implemented process improvements that streamlined operational procedures.
  • Evaluated team performance and delivered regular constructive feedback.
  • Monitored industry trends, recommending strategic adjustments as necessary.
  • Coached and trained team members to enhance job performance and skills.
  • Directed a team in delivering the Information Security Program, safeguarding WSIB information systems.
  • Led relationships with Managed Security Services Partners, overseeing service level agreements and performance metrics.

Regional IT Specialist

Workplace Safety and Insurance Board
Windsor, Canada
01.2013 - 09.2024
  • Served as main onsite support contact for WSIB for over eight years.
  • Provided deskside support, troubleshooting, and repair for desktops, laptops, scanners, and printers.
  • Managed system lifecycles, updates, IMAC work, and site surveys.
  • Scheduled imaging of desktops and laptops using Windows Deployment services.
  • Documented all completed work and managed client expectations effectively.
  • Led a team of seven support personnel across various sales offices in Canada.
  • Executed installations and configurations of multiple Server 2003/2008 servers and SQL accounting software packages.
  • Conducted emergency response troubleshooting for diverse hardware, including point-of-sale systems.

Manager End User Services

WSIB
Windsor, Ontario
09.2020 - 09.2024
  • Facilitated team meetings to set clear project goals and strategies.
  • Managed budgets to ensure efficient resource allocation across projects.
  • Coordinated cross-departmental initiatives to improve workflow efficiency.
  • Monitored staff performance and addressed issues proactively.
  • Coached team members to elevate overall job performance.
  • Provided leadership during organizational changes and crises.
  • Assigned tasks based on skillsets to optimize team productivity.
  • Streamlined communication channels, improving information flow and decision-making.

Technical Specialist

Metafore Technologies Inc
Windsor, Canada
01.2001 - 01.2013
  • Acted as primary onsite support contact for WSIB over eight years.
  • Delivered deskside support, troubleshooting, and repairs for desktops, laptops, scanners, and printers.
  • Executed system lifecycles and updates in conjunction with IMAC work and site surveys.
  • Managed client expectations while efficiently documenting all performed work.
  • Conducted user education on best practices for data storage management.
  • Led a team of seven support personnel across multiple sales offices in Canada.

President and Deputy Governor

Kin Clubs of Canada
Windsor, Canada
01.2002 - 01.2012
  • Chaired club meetings, including setting agendas, organizing meeting logistics, and ensured meetings adhered to scheduled expectations.
  • Responsible for annual budget creation, including fundraising goal setting as well as expense/overhead cost tracking.
  • Monitored/reviewed overall financial reporting through the fiscal year against budget expectations, made modifications as necessary.
  • Oversight of the operation of 7 individual clubs, ensuring that budgets and reports were submitted to the district body in a timely fashion.
  • Assisted with the organization of and running of the quarterly meetings with the Presidents of the individual clubs as well as an annual business meeting for all the members within Essex County.
  • Received Rookie of the Year and Kinsman of the Year awards.

Customer Service Engineer

GEAC IT Solutions
Sudbury, Canada
01.1998 - 01.2001
  • Provided onsite troubleshooting and repair services for desktops, laptops, printers, and servers.
  • Supported Microsoft and Novell server systems through installation and configuration of Microsoft NT Server and Server 2000.
  • Managed user accounts, network print services, and file management to ensure efficient operations.

Production Planner

Carriere Industrial Supply
Lively, Canada
01.1995 - 01.1998
  • Routinely prepared work schedules for 12 shop employees, ensuring adequate work coverage to meet client demands, specifically during times of high work volume.
  • Motivated and supported staff during times of high volume/long work hours to ensure productivity level was maintained.
  • Ensured staff rotation and coverage on all work stations and adherence to production schedule.
  • Project management of all shop employees, including time management and resource allocation.
  • Performed Vendor sourcing (RFP) and overall job costing/pricing.
  • Production of Mechanical shop drawings.
  • Monitored costs/revenue and tracked NOI for each individual project.
  • Tracked inventory, adjusted orders as appropriate.

Education

Civil Engineering Technology -

Cambrian College
Sudbury, Ontario

Skills

  • Information security and risk management
  • Incident response strategies
  • Team leadership
  • Process optimization
  • Project management
  • Change management
  • Decision making
  • Problem solving

Certification

  • MCTS
  • MCP
  • BAIS

Accomplishments

  • New Manager Training completed
  • Successfully attained Cisco Certified Entry Networking Technician (CCENT) status
  • Brocade Accredited Internetworking Specialist (BAIS) status
  • Microsoft Certified Technology Specialist (MCTS) status on Windows 7 (MCTS)
  • Microsoft Certified Professional (MCP) status on Windows NT, 2000 and 2003
  • CompTIA A+, Server+ and PDI+ certifications
  • Repair authorization on Dell, IBM and HP laptops, desktops and servers and Lexmark, HP and some Xerox printers
  • Windows Server 2008 R2 Virtualization Administrator, Monitoring and Operating a Private Cloud as well as Configuring and Deploying a Private Cloud as I work toward MCSE: Private Cloud certification
  • Microsoft Transcript is available upon request

References

  • Tish Toneatti, WSIB, Manager Service Delivery, 519-972-4179, Tish_toneatti@wsib.on.ca
  • Rob Simon, Loblaw Companies Ltd., Major Incident and Problem Manager, 416-407-0005, Rob.simon@loblaw.ca
  • Cathy Menard, United Communities Credit Union, Vice President Operations, 519-776-2088, Cathy.menard@myunited.ca

Phone Numbers

519-903-1349

References

References available upon request.

Timeline

Manager IT Security Operations

WSIB
09.2024 - Current

Manager End User Services

WSIB
09.2020 - 09.2024

Regional IT Specialist

Workplace Safety and Insurance Board
01.2013 - 09.2024

President and Deputy Governor

Kin Clubs of Canada
01.2002 - 01.2012

Technical Specialist

Metafore Technologies Inc
01.2001 - 01.2013

Customer Service Engineer

GEAC IT Solutions
01.1998 - 01.2001

Production Planner

Carriere Industrial Supply
01.1995 - 01.1998

Civil Engineering Technology -

Cambrian College

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David Falcioni