David Clarke

Responsibilities and accomplishments

• Create successful work schedules for each of the 19 Network Support Analysts, Telecommunications Specialists, Field Technicians, and SCCM Specialists to ensure support coverage and availability across Metrolinx offices and facilities spanning the greater golden horseshoe.
• Evaluate employee performance, coach and train to aid in employee development.
• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Ensure company policies, procedures, and standards are adhered to by team and applied corrective action where appropriate.
• Achieve results by working with staff to meet established target KPIs.
• Handle customer complaints, resolve issues, and adjust policies, procedures, and workflows to meet changing needs with an eye to continuous improvement.
• Ensure a safe working environment free from environmental hazards.
• Evaluate and recommend prospective employees for vacant or new positions within the team.
• Recommend end user technology solutions and operationalized technology deployment plans for laptop, desktop, tablet, smartphone, and meeting room technology initiatives as part of workspace modernization.
• Ensure end-to-end management of owned assets.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
• Front-line on numerous projects and initiatives ensuring execution and completion to standard.
• Work closely with our SCCM Specialists to deliver solutions that improve organizational efficiency, produce cost savings and enhance user experience.
• Enhance communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Cultivate positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Embrace change through the introduction of new technologies and ways of working.

Responsibilities and accomplishments

• Create successful work schedules for each of the 35 Network Support Analysts, Telecommunications Specialists, and Field Support Specialists that comprise the team to maintain deadlines and fully staff shifts.
• Monitor workflow to improve employee time management and increase productivity.
• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Maintain compliance with company policies, objectives, and communication goals.
• Handle customer complaints, resolved issues, and adjust policies to meet changing needs with an eye to continuous improvement.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Conduct regular reviews of operations and identify areas for improvement.
• Evaluate customer and employee needs and feedback to drive product and service improvements.
• Maintain overall safe work environment with enforcement of safety procedures.
• Evaluate staff performance and provided coaching.
• Establish and execute approved BCP plans.
• Maintained compliance with company policies, objectives, and communication goals

Responsibilities and accomplishments

• Lead team responsible for IT administrative functions (moves, adds, changes) across the breadth of CI systems, tier 2 support, end user hardware asset management, software asset management, service request fulfillment, telephony (front/backend), new hire onboarding/offboarding, and related projects supporting over 4000 users globally.
• Drive team KPIs and goals with an aim toward continuous service improvement.
• Develop and automate internal support processes using Solar Winds Service Desk solution.
• Drive employee development programs for direct reports to ensure upskilling and career development through Udemy for Business across the entirety of the IT org.
• Evaluation and acceptance of applicants for new/vacant positions within team.
• Driver/resource on numerous initiatives including data center migration, Amazon Connect Contact Center rollout, Okta implementation, Cisco Unity upgrade, branch office deployments, disaster recovery site setup, company-wide softphone deployment, CyberArk EPM Security for Endpoints, integration of acquired companies, Service Desk solution deployment, and more.
• Technical lead on successful company-wide laptop deployment and mobile hardware refresh of over 1000 devices.
• Led pandemic initiatives to enable work from home for over 1000 CI employees.
• Oversee integration of Assante Advisor services.
• Ensure timely maintenance renewals, vendor negotiation and relationship management to secure optimal pricing and services.

Responsibilities and accomplishments

• Evaluation, recommendation, development, operation and monitoring of information systems and technology for Geosoft’s global offices.
• Author and execute IT policies and procedures.
• Lead IT staff and external contractors and vendors worldwide.
• Provide expertise on the planning, allocation and implementation of new technologies to support present and future business requirements.
• Day-to-day support and administrative functions, including business and marketing systems (Salesforce, Netsuite, Marketo), network/data security and administration for a complex global infrastructure, end-user support and provisioning for end points - smartphone, laptop/desktop, meeting room.
• Provide audio visual support for high profile meetings, town halls, and offsite conferences and trade shows.
• Ensure adherence to company policies, maintain safe workplace.
• Evaluate prospective talent for suitability for new positions on the team.
• Guide, train and provide career paths for team.
• Oversaw successful Microsoft Exchange migration as part of company merger.

Responsibilities and accomplishments

• Implementation, monitoring and support of information systems and technology for Geosoft’s global offices.
  
• Author and execute IT policies and procedures.
  
• Manage external contractors and vendors worldwide.
  
• Provide expertise on the planning, allocation and implementation of new technologies to support present and future business requirements.
  
• Support day-to-day functions, including network/data security and administration for a complex global infrastructure, end-user support (Desktop/Server/Information Systems/Phone Systems).
• Recognized for Geosoft "Oscar" award for outstanding employee contribution (3x nominated, 1x won)
  

Responsibilities

• Author IT policy and procedure.
• Administration of Windows Server 2003 and 2008 severs hosted on VMWare ESX platform: maintenance, including system updates, resource allocation, troubleshooting, managing NTFS and Share permissions, Active Directory, implementing Group Policy settings.
• Lead NexJ's team of front-line help-desk professionals; recognized for superior customer service.
• Interview, assess, and train student interns for Junior System Administrator, Network Administrator, and Desktop Support roles (quarterly basis).
• Network administration: wireless administration; switch and router configuration (Cisco and HP); 802.1x port-based authentication implementation; VLAN; etherchannel configuration; and RADIUS, DHCP, and DNS administrative functions.
• Windows 7 deployment specialist, responsible for the implementation and management of NexJ's Windows Deployment Services (WDS) server.
• Microsoft application support, including the Microsoft Office 2010 suite.
• Exchange 2007 and 2010 administration using both Exchange Shell and Exchange Management Console.
• Telecommunication administration and implementation (PBX Avaya IP Office and Mobile Device Management, Blackberry Enterprise Server).
• Contribute to the betterment of workplace health and safety as a fire warden and co-chair of NexJ's Joint Health and Safety Committee.
• Software/Update deployment using Microsoft System Center Configuration Manager (SCCM).
• Administration of enterprise security camera and card access systems.
  

Responsibilities

• Data backup, retention, and recovery for production servers.
• Microsoft application support, including the support for the Microsoft Office suite.
• Desktop support for Windows XP based systems and applications.
• Support client computers, including hardware repair, upgrades, and maintenance.
• Hardware procurement and vendor management.
• Infrastructure virtualization project, which involved successfully migrating existing server infrastructure to a virtualized platform based on VMWare ESX 4.1.
• OS integration testing for Windows 7.
• System automation using batch, PowerShell and VB scripting.
• Consult on client facing web portal implementation project, business requirements gathering, technical requirements gathering, and existing infrastructure analysis.
  

Responsibilities

• Lead the Desktop Support team, recognized for superior customer service.
• Perform server administration tasks on Windows 2003 and 2008, including Active
• Directory administration, Group Policy implementation, IIS administration, print server administration and deployment.
• VMWare deployment and administration tasks on virtualized hosts through VMWare vSphere, including resource allocation and image deployment.
• Managed deployment of Windows 7 based client computers.
• Data management tasks, including disk resource management and the backup and restoration of production data
• Perform IP based network troubleshooting, DNS and DHCP administration.
• Smartphone administration (Blackberry Enterprise Server) and support.
  

Responsibilities

• Server administration (print, IIS, Exchange, SQL); server and network monitoring; wireless telecommunications administration; system automation; desktop support; Microsoft application support; PC and laptop maintenance, repair and procurement; networking; and Windows client deployment.
  
• Analyzed IT infrastructure - database holdings, hosted websites, networking and server infrastructure to devise a strategy to better leverage those resources to meet business requirements.
  

Responsibilities

• Hold regular office hours to support students with material understanding and advise on academic standards.
• Supported classroom activities, tutoring, and reviewing work.
• Prepare and conduct weekly lectures for first year students.
• Prepare lecture materials (e.g. handouts and lecture slides) based on assigned readings.
• Grade student papers and exams.
• Arbitrate student appeals.
• Proctor exams.