Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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DUWAYNE THOMPSON

IT Support Specialist
Winnipeg,MB

Summary

Experienced IT Technician seeking a position in the dynamic field of Information Technology. Skilled in resolving hardware issues, implementing new assets, and ensuring seamless business operations. Adept at innovative problem-solving and leveraging technical skills to enhance company efficiency, profitability, and IT investments. Adaptable to evolving work environments and consistently valuable in technical operations and procedures.

Overview

19
19
years of professional experience
5
5
Certifications
1
1
Language

Work History

Senior IT Technician

Gaspard Regalia Inc.
Winnipeg, MB
05.2024 - Current
  • Serve as the main point of contact for desktop support, managing, troubleshooting and coordinating IT End User services across company divisions in (Canada, United States, Puerto Rico, and Mexico)
  • Respond to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provide hands-on IT infrastructure support through troubleshooting and incident resolution for all computing and networking equipment in Winnipeg (Canada).
  • Configure and test new software and hardware.
  • Diagnose and troubleshoot hardware, software and network issues.
  • Solve complex IT technical issues concerning operating systems, application software, hardware devices, networking (LAN, WAN, internet).
  • Support the seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
  • Lead projects for End User IT services that improve and support the business operations.
  • Support the process of the procurement for hardware/software and licensing.
  • Collaborate with stakeholders to lead and manage the company's Time and Attendance project (including the installation of time clocks).
  • Ensure the continuity of business operations, by monitoring IT infrastructure platforms to meet company KPIs.
  • Provide remote and desk-side assistance to clients using collaboration applications such Microsoft Teams.
  • Provide hands-on management of IT services to international vendors while ensuring adherence to SLAs and the maintaining of efficient IT services delivery across all the organization.
  • Manage inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
  • Mentor junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.

Computer Operations Manager

National Housing Trust
Kingston, Kingston
09.2020 - 05.2024
  • Managed event logistics, ensuring smooth operations and successful outcomes for all the activities for two (2) Data Centres .
  • Liaised with other departments to minimize network interruptions and possible downtimes.
  • Collaborated with cross-functional teams to identify opportunities for technological advancements and process improvements.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Maintained compliance with industry regulations and guidelines by staying up to date on emerging trends, technologies, and best practices in computer operations management.
  • Monitored facility maintenance needs, scheduling repairs as needed to maintain a safe and welcoming environment for participants.
  • Maintained accurate records of participant attendance, facility usage, and financial transactions for streamlined reporting and analysis.
  • Maintained a clean and inviting facility by coordinating regular cleaning schedules with janitorial staff.
  • Coordinated tasks assigned to supervises to ensure efficient output in accordance with established procedures and standards.
  • Engaged in Stakeholder and customer relationship management
  • Participated in the development of IT procurement contracts (single/multi source bidding process), monitoring the execution of contracts to ensure compliance with contractual arrangements. Assumed role as first line personnel in the resolution of challenges faced by stakeholders.
  • Acted as the project leader for assigned IT projects such as the procurement and installation of redundant Data Center UPS solutions.
  • Managed the Disaster Recovery and Business Continuity process facilitating systems backup and recovery, coordinating all off-site I.T. operations.
  • Supervised maintenance, installation and updates of Data Center critical infrastructure systems (UPS, Cooling, Racking).
  • Mentored and led a team comprising of four junior staff members.
  • Developed work plans and schedules for supervises allowing for the effective distribution of resources.
  • Conducted bi-annual performance assessment appraisals and provided feedback for staff training and development.

Computer Response Technician

National Housing Trust
Kingston, Kingston
01.2006 - 09.2020
  • Coordinated help desk support activities, providing internal customers with timely responses, minimizing system(s) downtime.
  • Conducted integrity tests to identify problems and arrive at suitable solutions for implementation.
  • Contacted external service providers as required.
  • Aided with training and coaching junior team members.
  • Prepared technical and user-oriented documents to support and improve the help desk activities.
  • Performed routine maintenance in accordance with maintenance schedules.
  • Troubleshoot LAN, WAN, or any other network related issues.

Education

Bachelor of Science - Information and Communication Technology (Honors)

Vector Technology Institute
Kingston, Jamaica
01.2018 - 01/2022

Diploma - Computer Technicians

Vector Technology Institute
Kingston, Jamaica
01.2005 - 01/2006

Diploma - Physical Therapy (Final Year Student)

The University Hospital of The West Indies (UWHI) - Sir John Golding Rehabilitation Center
Kingston, Jamaica
01.1999 - 01/2002

Skills

  • Ability to adapt to changing technologies

  • Multitasking

  • Problem-solving

  • Collaboration

  • Desktop technical support

  • Hardware installation/upgrades

  • Microsoft Active Directory

  • Windows Server

  • VMWare

  • Hyper-V

  • Cisco

  • Meraki

Websites

Certification

Information Technology Disaster Recovery Planning Certification, Disaster Recovery Institute International (DRI), Broadway, New York, USA, 12/31/23

Timeline

Senior IT Technician

Gaspard Regalia Inc.
05.2024 - Current

Computer Operations Manager

National Housing Trust
09.2020 - 05.2024

Bachelor of Science - Information and Communication Technology (Honors)

Vector Technology Institute
01.2018 - 01/2022

Computer Response Technician

National Housing Trust
01.2006 - 09.2020

Diploma - Computer Technicians

Vector Technology Institute
01.2005 - 01/2006

Diploma - Physical Therapy (Final Year Student)

The University Hospital of The West Indies (UWHI) - Sir John Golding Rehabilitation Center
01.1999 - 01/2002

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DUWAYNE THOMPSONIT Support Specialist