Hi, I’m
Kelly McAlpine
Bowmanville,ON
Summary
Possessing a strong proficiency in user-experience analysis and requirement identification, I offer a distinctive combination of skills derived from my experience in providing direct IT support for five schools in Simcoe County, computer programming, project management, and a 20-year career in Social Services as a case manager. My exceptional communication and documentation abilities, coupled with diligence, empower me to navigate the constantly evolving technology landscape while striving for peak performance.
Overview
18
years of professional experience
1
Certification
Work History
Simcoe County District School Board
Certified Network Technician
07.2017 - Current
Job overview
- Monitor operational and security procedures for numerous computers on the network, related systems administration and maintenance protocols within five schools.
- Performed routine maintenance on computer systems, ensuring optimal performance and extending life of equipment.
- Maintain detailed inventory records for all equipment, simplifying asset tracking and management practices.
- Provide exceptional customer service by promptly addressing user concerns and technical issues.
- Respond to urgent system priorities as required
- Collaborate with team members for successful implementation of large-scale projects.
- Install cabling, wireless routers, and telephone systems for data communications networks.
- Perform network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure from Cisco/Meraki/Fortinet web applications
- Replace failed hardware in server rack systems, swapping switches, uninterruptible power supplies and other components.
- Facilitate seamless transitions during hardware upgrades by providing thorough training on new equipment usage for staff and students.
- Develop comprehensive documentation to streamline future troubleshooting efforts and improve team collaboration, within ticketing system and team procedures.
- Foster secure computing environment, educating staff on cybersecurity best practices.
- Reduce downtime by proactively identifying potential issues and implementing preventative maintenance measures.
- Diagnosed and repair hardware malfunctions.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Enhanced system performance by conducting regular software and hardware updates.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Recommended new and replacement hardware and software purchases.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops, ensuring optimal functionality.
- Conducted thorough testing of newly installed hardware components to ensure compatibility with existing systems.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Update and replace outdated drivers and software for computers and office machines.
- Explain diagnostic findings to customers and outline repair or service options.
- Demonstrate increased knowledge of company products and equipment.
- Proven successful working within tight deadlines and fast-paced environment.
- Take part in special projects as required
Burkitt Computer Corporation
Support Analyst, W5 Platform
01.2017 - 07.2017
Job overview
- Collaborated with developers and end-users to gather functional requirements for new software upgrades/feature requests
- Troubleshot existing software issues and generated reports for developer team
- Determined W5 adaptation requirements to accommodate changing clientele' business processes as necessary
Royal Bank of Canada (RBC)
Technical Systems Analyst Student
09.2015 - 12.2015
Job overview
- Played an active role in change management processes, that met business requirements, including component re-usability, data sharing, and security.
- Reinforced design phases for small to medium projects/programs, finding, tracking, and resolving technical issues
- Prepared detailed technical specifications (build requests) following all project objectives and documentation
- Taken part in walk-through reviews of technical specifications, programs, and unit test plans
- Collaborated in writing unit test plans and provided coordination/support of testing
- Prepared distribution lists and documentation as required
- Coordinated a presentation event with the IT Accessibility team for RBC students to acquire further knowledge of accessibility requirements within digital applications and adaptive technologies
- Effectively contributed to several publications on RBC's internal social media, including authoring a blog on benefits of Biometrics as adaptive technology
Simcoe County District School Board
Computer Programmer Student
01.2015 - 04.2015
Job overview
- Implementation of approved SQL reporting changes and process modifications
- Conversion of imported/exported data and queries from Oracle Pl/SQL to MS SQL Resultant Dataset, used to populate IPPS reports, tables, and other applications as required
- Ongoing assessments of report conversions to ensure data accuracy, efficiency as well as any stability improvements
- Application of reporting design (to new and existing reports); ensured delivery of insightful information in an ‘easy to digest' format for front-end users
- Maintained tracking documentation of each conversion via SharePoint with the rest of the team
- Created stored procedures to automate the addition of exchange teachers to the HR system
Simcoe Community Services (Empower Simcoe)
Supported Independent Living Worker (Case Management)
01.2007 - 01.2013
Job overview
- Lead in substantiating diverse supports to a caseload of people striving to live independently in the community
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Conducted thorough assessments of clientele' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Co-facilitated internal training for newer staff to the agency
Simcoe Community Services (Empower Simcoe)
Project Lead, Person-Directed Planning/Community Connections Initiative
11.2010 - 03.2011
Job overview
- Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
- Provided E3 Community Services/Community Living Huronia/Community Living Association for South Simcoe/Simcoe Community Services with knowledge-transfer activities, to expand their role in developing relationships between supported people and the community
- Developed workshop and resource packages; consolidating values/principles of Person-Directed Planning, emphasizing skill enhancement while promoting community social inclusion
- Facilitated community connection expansion with community stakeholders and people supported by agencies
- Instructed/mentored new trainers from each agency who continued knowledge transfer activities to respective communities
- Accurately measured data from pre/post training evaluations, using a variety of tools, then transferred into graph form for the final Project Summary Report to the Ministry of Community and Social Services
- Successfully met each target and budget as outlined in the first proposal for the Person-Directed Planning Fiscal Innovation Fund managed by the Ministry of Community and Social Services
Education
Georgian College, Barrie, ON
Computer Programmer Analyst - Advanced Diploma from Computer Science
08.2016
University Overview
- Graduation Dean's List, August, 2016
- Honour Roll, August, 2016
Skills
- IT best practice framework expertise
- Attention to detail
- Problem-solving aptitude
- Continuous improvement
- Ticket management
- Call triaging
- Hardware inventory management
- Hardware installation
- Software installation
- Software configuration
- Hardware and software repair
- System upgrades
- Network troubleshooting
- Wireless networking
- Cabling infrastructure
- Switches and routers
- Virtualization technologies
- Troubleshooting skills
- Diagnostic testing
- Fault tracing
- Root-cause analysis
- Remote Access solutions
- Failure resolution
- Security management
- Regulatory policy enforcement
- Documentation maintenance
- Network documentation
- User training
- Teamwork and collaboration
- Relationship building
- Project management
- Multitasking Abilities
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Decision-making
- Task prioritization
- Self-motivation
- Interpersonal skills
- Analytical thinking
- Risk assessment
- Quality assurance
Certification
- Dell Client Foundations Certification (Course: ESCLID04287) Dell Technologies 2024
- Dell Client Foundations Certification (Course: ESCLID04287) Dell Technologies 2023
- Commercial and Consumer Desktops Workstations and Notebooks Service Qualification - HP 2023 July
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Certified Network Technician
Simcoe County District School Board
07.2017 - Current
Support Analyst, W5 Platform
Burkitt Computer Corporation
01.2017 - 07.2017
Technical Systems Analyst Student
Royal Bank of Canada (RBC)
09.2015 - 12.2015
Computer Programmer Student
Simcoe County District School Board
01.2015 - 04.2015
Project Lead, Person-Directed Planning/Community Connections Initiative
Simcoe Community Services (Empower Simcoe)
11.2010 - 03.2011
Supported Independent Living Worker (Case Management)
Simcoe Community Services (Empower Simcoe)
01.2007 - 01.2013
- Dell Client Foundations Certification (Course: ESCLID04287) Dell Technologies 2024
- Dell Client Foundations Certification (Course: ESCLID04287) Dell Technologies 2023
- Commercial and Consumer Desktops Workstations and Notebooks Service Qualification - HP 2023 July
Georgian College
Computer Programmer Analyst - Advanced Diploma from Computer Science
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