Eric Sharma

Company Overview: Over 60 plants across USA and Canada focusing on glass fabrication.

• Conducted thorough risk assessments before implementing any changes to systems or processes, minimizing negative impact on operations.
• Developed custom applications to improve workflow efficiency and overall business performance.
• Provided all levels of support while escalating when necessary
• Technical managed both factories in Ontario and Quebec with onsite every 8 weeks

Company Overview: This law firm also goes by the name Thor, a small firm with 150 employees between Toronto and Vancouver that focuses on tax law

• Single point of contact managing helpdesk, infrastructure and vendors for the Toronto office
• Backup helpdesk for Vancouver overflow
• Perform AV setup in several boardrooms with different conference tools
• Implemented SSO across DocuSign and Adobe identity management
• Performed R&D on teams VOIP integration project which is now ongoing
• Maintained ScreenConnect features to provide remote support experience at the highest level
• Integrated iManage + NetDocs DMS plugins within our infrastructure

Company Overview: JIG is small in-house development and IT consulting firm with a lot of client in the NFP and NGO space

• Mentored junior staff on different troubleshooting methods as well as escalation point
• Leveraged RMM tools (AEM/DattoRMM) showing potential of automation
• Performed several infrastructure projects (physical to cloud, DC migrations, SonicWALL installs)
• Enrolled several clients with MFA + SSO
• JIG is small in-house development and IT consulting firm with a lot of client in the NFP and NGO space

Company Overview: D-Tech Consulting is a small-mid sized MSP that had clients in all verticals from restaurant management, legal, industrial and retail as well as NGO/NFP

• A growing firm that caters to its KPI and service level agreements
• Working with junior staff as an escalation point, providing mentorship on resolution
• Taking on infrastructure level tickets (VPN, firewall NAT rules, SQL DB, VM)
• Providing insight on ConnectWise/Labtech/IT glue implementations
• Attend client sites for new tech implementation presentations
• Member of the senior team where the work of project/service desk was split 60/40
• D-Tech Consulting is a small-mid sized MSP that had clients in all verticals from restaurant management, legal, industrial and retail as well as NGO/NFP
• A growing firm that caters to its KPI and service level agreements

Company Overview: The Support Source is a small consulting firm that caters to in-house infrastructure and redundancy for SME clients in insurance, finance, real estate management

• Worked in a team of 3 including the owner (2 sys admins including + the owner)
• Provided onsite support during and after business hours
• Implemented Slack for recording continuous client communication to limit emails floods
• Implemented ticketing system and documentation system SI Portal to migrate from legacy inhouse word/excel documents withholding all passwords, standard procedures for infrastructure shutdown, new users, vendor info etc
• Introduced automation via their current RMM platform as it was under utilized
• The Support Source is a small consulting firm that caters to in-house infrastructure and redundancy for SME clients in insurance, finance, real estate management

Company Overview: Mission Control provides outsources Helpdesk and NOC services for other MSP around the world

• Helping MSPs increase their client base by providing senior techs that represent the MSP client as their brand
• Provide all levels of support onsite and remote for various MSPs
• Act as a technical account manager for onboarding of new MSPs and their clients
• Scope out projects for clients with project plans and budgeted hours
• Backend administration of Autotask suite (creating workflows for inbound tickets)
• Performed onsite client site migration to new location
• Performed a disaster recovery while building new server infrastructure
• Train new members on internal support structure
• Assist MSPs with their PSA and RMM integrations to our Mission Control system
• Mission Control provides outsources Helpdesk and NOC services for other MSP around the world
• Helping MSPs increase their client base by providing senior techs that represent the MSP client as their brand

Company Overview: Nucleus Networks is rapidly expanding MSP company with a presence in Montreal, Toronto, Vancouver and Victoria

• Currently provide consulting and support to clients NFP, government, private sectors
• Mentor/train new staff while consulting on projects and providing remote support for clients
• Canada wide posited local support for Toronto clients when applicable
• Assist with migrations (desktop profile migration, P2V server migrations to HyperV)
• Internal spam filter + Exchange Server management (Exchange servers go through our Barracuda Spam filter, O365 exchange power shell)
• Facilitating all types of request from support, account management, vendor management for the Toronto office as the client base and the staff count grew
• Building new IT solutions for new clients
• (brand new infras
• Satellite offices for clients)
• Assist with client onboarding and decommissioning
• Working with account management on procurement for project kick offs
• Ensured knowledge is shared, creating internal communication channels to share scripts/tools/software to benefit the company team as a whole
• Ensuring clients are positive with scheduled pro-active onsite work and infrastructure review
• Nucleus Networks is rapidly expanding MSP company with a presence in Montreal, Toronto, Vancouver and Victoria
• Currently provide consulting and support to clients NFP, government, private sectors

Company Overview: Fully Managed is tech firm where they provide managed services in the field of Information Technology

• They offer support and management for all types of technical infrastructure for all types of businesses
• Utilizing ConnectWise for handling Tier 1/2/3 tickets for over 100 clients in BC and Alberta
• Responding to all server network and desktop issues while performing root cause analysis
• Managing client’s network and server through remote management via Labtec
• (Pushing scripts for remote install for various apps, set alerting for crucial devices to minimize down time)
• Maintaining/developing technical infrastructure documentation in the internal wiki database
• (licensing for different software vendors, ISP info, static IP devices, VMs+clusters)
• Mentoring client care staff for career growth
• Providing tools and concepts to ensure the development of current skillset
• Voluntarily participating for on-call, responding to critical alerts and outages during afterhours
• Building relationships with clients while liaising vendors to insure clear interaction
• Fully Managed is tech firm where they provide managed services in the field of Information Technology
• They offer support and management for all types of technical infrastructure for all types of businesses