Kirby Jansen
Martensville,Saskatchewan
Summary
Professional application engineer with comprehensive experience in designing, developing, and optimizing software solutions. Skilled in driving projects from concept to completion, ensuring high performance and scalability. Known for fostering team collaboration and delivering results under evolving requirements. Adept in problem-solving, system architecture, and agile methodologies, consistently exceeding expectations in fast-paced environments.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Principle Applications
BHP Potash
07.2013 - Current
- Responsibilities include providing application support to the organization in line with agreed service levels that supports the overall development of Potash
- Supporting the organizations application suite the role provides both business and technical advice and ensures the delivery of these services meet the expectations of the business
- The role operates and provides level 2/3 support of Potash’s applications
- Role monitors, reports, identifies and makes recommendations to Technical Operations Manager regarding service delivery, application support, processes and procedures
- I performed all of these duties for the position in accordance with the BHP Charter, the BHP Group Level Documents, Code of Conduct and relevant statutory obligations
- Champion safety through providing leadership to all stakeholders ensuring compliance with BHP’s safety policies, standards and procedures
- Provide a high level of customer service for BHP functional and operational end users
- Provide level 2/3 support of BHP application suite through the application of industry standard processes and procedures – Incident, Service Request, Problem, Capacity & Availability management
- Liaise with key support vendors and partners to identify and resolve system issues and ensure the delivery of support services meets the organizations requirements
- Ensure the accuracy of both the Information Management application services catalogue, the configuration management database and other support artifacts on a regular basis
- Monitor, analyze and review the effectiveness and efficiency of application support services to identify and prioritize opportunities for improving the delivery of IM service offerings; Where required assist/manage the implementation of these improvements
- Manage and monitor the service delivery and system support interfaces for externally contracted IM application services to ensure compliance with agreed contractual obligations
- Create and maintain application system documentation for (User Guides, Administration Guides, Support Guides, Training Materials etc.) to varying levels of audience knowledge levels
- Ensure that IM change management processes are in place, effective and followed
- Where required review and recommend improvements to the IM change management framework
- Identify, develop and implement ongoing improvements to procedures, guidelines and practices
- Provide input and support into the timing and transition of business systems from projects into operations
- Support both the Business Systems and Service Delivery Managers in the maintenance of Disaster Recovery
IT Support Manager
Mega Group Inc
10.2011 - 01.2013
- Responsibilities include creating and planning yearly budgets while implementing and supporting infrastructure and technical solutions focused on meeting Mega Group corporate and departmental goals and objectives
- As the IT Manager, I am responsible for the technical infrastructure of the company and its subsidiaries with the goal of maximizing system performance, stability, security and scalability in a cost effective manner
- Day to day tasks include ensuring all computer systems operate at optimum capacity with an effective and efficient support process
- Review and approve all budgetary items required for the equipment, software, and services of our company’s users
- Develop, review and maintain all of the technical documentation for the IT Support division
- Manage the IT support team that provides production and project support for desktops, networks, telecommunications, and applications across 3 offices and 100 employees
- Provide escalated Tier II and III support when required
- Some of my recent accomplishments include successfully developing and implementing a BYOD policy and guideline package; creating and deploying a hosted SharePoint solution for a number of integral sites within the company and board members; developed the asset management and helpdesk ticketing system
- My position maintains a high level of communication and customer service to both internal and external customers
Helpdesk Supervisor / Communications Specialist
Mega Group Inc
01.2005 - 09.2011
- Responsible for the management, planning, implementing, administering, development and operations of all communication methods, services and helpdesk requirements
- Management responsibilities included administering the staff computing infrastructure across the organization while providing guidance to the members of the IT team
- Provided technical support to the Network Admin in the maintenance, administration, and development of the company infrastructure
- Administered the desktop infrastructure across the organization including hardware, software, standards, security and management
- Assisted the IT Manager with the creation of the budget as required and developed and executed communication convergence and short/long term strategies
- Ensured proper cross-training of duties and responsibilities with all IT team members
- Developed, maintained and implemented internal procedures for computer, mobile, security, and software standards
- Technical responsibilities included: implementation, configuration and maintenance of the organization’s video conferencing infrastructure; support for all communication devices, accounts, and methods used to correspond with and used by our members and suppliers; all aspects of email and voice communication management, planning, implementing, troubleshooting and operations
- Lead ‘continuous improvement’ processes surrounding security and the efficiency of the communications architecture; managed internet-based connectivity and acted as a single point of contact for any service interruption for vendor communications; monitored, reviewed, and managed voice systems and network performance, mail server logs and network traffic
- Project lead for various implementations including Lotus Notes to Exchange email conversion for 100 users spanning 3 offices; Blackberry server installation for 50 users; Xmedius fax server implementation and roll out across 3 offices; Polycom video conference installation across 3 offices; and successful upgrade from Office 2003 to Office 2010 for 100 users
Computer Desktop Support Specialist
SaskTel Mobility
04.2001 - 01.2005
- Provided advanced technical support for the SaskTel Mobility Customer Care Center
- Researched, designed, and coordinated the implementation of, and provided advanced support for the technical environment associated with SaskTel Mobility, and server-based infrastructure
- Responsible for systems management disciplines including capacity planning, performance management and systems security
- Provided technical assistance and training to system users
- Investigated and resolved computer software and hardware problems of users
- Answered clients’ inquiries concerning the use of computer hardware and software, as part of the MITS Help Desk Support
- Prepared documentation, and updated Access database on personnel changes
- Planned and scheduled implementation and conversion stages of new or existing systems products and services (hardware, operating system and layered software products)
- Installed and configured Oracle products including Oracle 7.3 and Oracle 8i
- I provided assistance on the implementation of Thin Client, Mobility Metaframe and CTI/IVR at the Saskatoon Care Center
- Worked with various operating systems; including Win95, Win 98se, WinNT 4.0, WinNT Server 4.0, Win XP, and Windows 2000 Server with Active Directory
- Various experiences with other types of software including Lotus Notes 5.0, Citrix systems, Clarify E-front office, Brio Intelligence, Attachmate Kea, Attachmate Virtuoso, Blackberry software, Siebel Insight, Palm Desktop, and Hummingbird Exceed
Digital Technician
WBM Office Systems
04.2000 - 01.2005
- Installed and configured new computer systems, scanners, printers, hardware, software and other peripherals for various customers in the Saskatoon area
- Break-fix; repair of a wide range of desktop computer systems and laptops; Compaq, Hewlett Packard, IBM, Macintosh, Panasonic, and other clones
- Maintained and repaired operating systems and other software products; Windows 95,98,NT,2000,ME,XP; Microsoft Office 97, 2000, 2003, Lotus Notes, Internet Explorer, Netscape, SAP, Adobe, Norton software and MacAfee
- Installed, configured and repaired Compaq and IBM computer systems and hardware for SaskTel employees in Saskatoon and Northern Districts
- Completed work orders, ordered parts, confirmed installs through internal SAP system
- Dealt with all customers in a professional, timely manner exerting the utmost care and attention to detail for their service needs
Computer Support Technician (Student)
Cogema Resources Inc.
11.1999 - 01.2000
- Assisted the I.T
- Division for 11 weeks in updating computers for the year 2000 compatibility and various break-fix problems in Saskatoon and two remote sites affiliated with Cogema
- Aided the Network Administrator in the ongoing maintenance of Novel NetWare and overall network areas including tape back-up maintenance, security, and performance issues
Front-Line Supervisor
Flexi-coil
06.1992 - 05.1999
- Planned out daily work schedules for several employees and developed the inventory list for products to be assembled and completed
- Developed and implemented new changes to address quality assurance levels in and around the paint line areas
- Interacted with HR with respect to employee changes, safety standards, and focus group meetings
Education
Associate of Applied Science -
WBM Office Systems
Saskatoon, SKSkills
- Customer support
- Technical support expertise
- Goal oriented
- Internal communications
- Expert problem solving
- IT documentation
- Software maintenance
- ITIL framework
- Server management
- Help desk experience
- Product management
- Processes and procedures
- Software architecture design
- Operations management
- Software development
- Team support
- Work Planning and Prioritization
- Windows server administration
- Information security
- Performance management
- Application support
- Goals and performance
- DevOps practices
- Customer service
- Mobile application development
- Leading team meetings
- Product knowledge
- Critical thinking
- Email and telephone etiquette
- Asset management
- Team supervision
Certification
- CompTIA Certification
- ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
- Microsoft Certified, Azure Fundamentals - Microsoft.
- CompTIA Security+ - Computing Technology Industry Association (CompTIA).
Timeline
Principle Applications
BHP Potash
07.2013 - Current
IT Support Manager
Mega Group Inc
10.2011 - 01.2013
Helpdesk Supervisor / Communications Specialist
Mega Group Inc
01.2005 - 09.2011
Computer Desktop Support Specialist
SaskTel Mobility
04.2001 - 01.2005
Digital Technician
WBM Office Systems
04.2000 - 01.2005
Computer Support Technician (Student)
Cogema Resources Inc.
11.1999 - 01.2000
Front-Line Supervisor
Flexi-coil
06.1992 - 05.1999
Associate of Applied Science -
WBM Office Systems
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