Lori Andress
South River,Canada
Summary
Experienced IT Specialist with a strong background in managing network systems, ensuring data security, and troubleshooting technical issues. Proficient in hardware and software installation and maintenance. Proven ability to enhance system efficiency and minimize downtime. Successful track record in leading projects that improve client satisfaction and overall operational performance.
Overview
21
21
years of professional experience
Work History
IT Consultant
Self-Employed
South River, Canada
08.2024 - Current
- Performed research on latest technologies and trends in the IT industry to make recommendations to clients.
- Conducted user training sessions to ensure that all users were able to use new technology efficiently.
- Provided technical support for hardware, software, and network issues.
- Analyzed client's current system infrastructure and identified opportunities for improvement.
- Developed project plans and maintained timelines to ensure successful completion of projects within budget constraints.
- Installed and configured computer hardware operating systems and applications according to customer requirements.
- Managed multiple ongoing projects simultaneously while meeting deadlines effectively.
- Collaborated with stakeholders from different departments to identify areas where IT solutions can be used for process improvements.
- Provided consultation on how best to utilize available resources in order to maximize productivity.
- Documented processes related to IT services provided by the company.
- Resolved technical problems reported by customers via phone calls or emails quickly and accurately.
- Maintained an up-to-date inventory of hardware and software assets owned by the company.
- Conducted regular maintenance checks on servers, networks, storage devices.
Senior Manager IT
Phoena Holding
Fenwick, Canada
03.2023 - 07.2024
- Maintain, troubleshoot, installation Security system equipment and software
- Scheduled, supervised, performed troubleshooting and diagnosis of software, system and network issues
- Configured, and deployed operating systems, network appliances, security, and applications
- Contributed to improved asset management and information security initiatives
- Analyzed organization outcomes, identifying problems, evaluating trends, and anticipating requirements
- Improved system usability by consulting with end-users to identify deficiencies and missing features
- Kept organization at forefront of technological advances, tracking new technologies and integrating best-fit options
- Oversaw department budgeting, purchasing and employee scheduling, consistently meeting targets and maintaining profitable operations
- Maintained detailed records of daily support activities and resolutions
- Helped users via telephone to diagnose and triage problems
- Prepared systems for company closing
Team Lead
Phoena Holdings
Fenwick, Canada
01.2021 - 03.2023
- Increased service availability through the identification and resolution of repetitive issues
- Support internal end users on software technologies and enterprise applications
- Monitor Help Desk for tickets assigned to the queue
- Document IT Help Desk processes and ensure processes are kept up to date
- Provide analysis of trends and situations in the help desk to allow the IT department to maintain high SLA to users
- Provide technical assistance with security systems including installation, configuring, troubleshooting, and replacement
- Responsible for technology hardware and software with a 450,000 (ft²) Greenhouse
- Recommend hardware and software improvements
- Used diagnostic tools, service aids, and product schematics, to assess and resolve equipment and system failures
- Installation of Cable, switch, UPS, Network Racking, Raceways, Servers, Printers, Workstations, Desks, Etc
- Performed troubleshooting and diagnosis of software, system and network issues and identified resolutions
- Health and Safety Management representative and First Aid Certified
- Traveled to various worksites for installation, troubleshoot, repair and provide diagnostic support
- Helped users via telephone to diagnose and triage problems
- Evaluate, install, and maintain software
- Monitor Exchange server and mail routing
- Review and maintain Enterprise Firewalls (both Spam and Web Filter)
- Provide administrator level service and support for network infrastructure across all locations
- Provide cell phone, IP phone and digital telecommunication support
Help Desk Support Specialist
B4 Networks Inc.
Fonthill, Canada
02.2020 - 11.2020
- Helpdesk support for corporate clients
- Onsite support
- Troubleshooting and resolving various computer, server, and network issues
- Setup of new user accounts and computers
- Onsite deployment tasks for projects, reporting to Project Managers
- Updating assigned tickets in real-time
- Regular client follow-ups and updates
- Corporate network maintenance and management tasks
Help Desk Support Analyst
Andrew Peller Limited
Grimsby, Canada
09.2018 - 01.2020
- Technical assistance and support to End Users
- Support, monitor, test and troubleshoot hardware and software problems pertaining to the end user workstations and to the enterprise server systems
- Provide support services in a timely manner by email or telephone, in-person both on-site and at our various site locations
- Perform Oracle first level support and escalate issues to second level support as required
- Create and maintain Active Directory accounts, GPO's and OU's
- Create and maintain Forticlient accounts for remote access
- Create and maintain Oracle E-Business Accounts
- Install and configure workstations, install new software releases and system upgrades as required
- Maintain Track-It work orders and log all user issues into the Track-It system
- Write and update documentation, tutorials and knowledge base answers to better aid both the service desk and users
- Follow up with users, provide feedback and follow problems through to their resolution
- Escalate, recommend and/or coordinate resolution of issues with third party vendors to resolve issues
- Provide support and service to The Wine Shop Point-of-Sale computers and users
- Provide Systems Administration support
- Evaluate and install patches on desktop equipment
- Evaluate, install and maintain anti-virus software
- Monitor Exchange server and mail routing
- Review and maintain Enterprise Firewalls (both Spam and Web Filter)
- Provide administrator level service and support for network infrastructure across all locations
- Provide cell phone, IP phone and digital telecommunication support
Information Systems Manager
The Verge Insurance Group
St. Catharines, Canada
12.2003 - 09.2018
- Evaluating user needs and system functionality
- Planning, developing and implementing the budget and obtaining competitive prices from suppliers to ensure cost effectiveness for hardware, software, company printing stock, and office supplies
- Scheduling upgrades and security backups of hardware and software systems
- Researching and installing new systems
- Guaranteeing the smooth running of all systems, including desktop hardware and software, print services, phone system, vpn, web services, network backup hardware and software etc
- Ensuring that users adhere to software licensing laws
- Providing secure access to the network for remote users
- Network Security
- Managing crisis situations, which may involve complex technical hardware or software problems
- Mentoring and training new support staff
- Installation and troubleshooting connections on phone and network
- Installed software, modified and repaired hardware and resolved technical issues
- Provided base level IT support to non-technical personnel within the business
- Evaluated and responded to requests for technical support assistance
- Followed up with staff to ensure optimal satisfaction
- Desk environment hardware configuration and installation
- Staff Health and Safety representative and First Aid Certified
Education
Online Studies - Life Coach
Udemy Alumni
Remote07.2021
Technical Education - ITIL Foundations
Global Knowledge
Toronto, ON03.2017
College certificate - VMWare VSphere Install, Configure, Manage (V6.0)
Global Knowledge
Toronto, ON01.2017
College certificate - Windows Server Installation, Configuration, Administration
Niagara College
St. Catharines, ON01.2015
Technical Education - Disaster Recovery/ Business Continuance
TSI Learning
Toronto04.2006
College diploma - LAN Administration
CDI College
Hamilton, ON01.1997
Some College (No Degree) - Web Master
Mohawk College
Hamilton, ONSkills
IT Support Services, Effective Problem Resolution, Customer Support, Team Project Leadership, Call Center Operations, Technology Analysis, Windows Server Administration, Security System Management, Hardware Support, Software Support, Microsoft Server Solutions
Timeline
IT Consultant
Self-Employed
08.2024 - Current
Senior Manager IT
Phoena Holding
03.2023 - 07.2024
Team Lead
Phoena Holdings
01.2021 - 03.2023
Help Desk Support Specialist
B4 Networks Inc.
02.2020 - 11.2020
Help Desk Support Analyst
Andrew Peller Limited
09.2018 - 01.2020
Information Systems Manager
The Verge Insurance Group
12.2003 - 09.2018
Online Studies - Life Coach
Udemy Alumni
Technical Education - ITIL Foundations
Global Knowledge
College certificate - VMWare VSphere Install, Configure, Manage (V6.0)
Global Knowledge
College certificate - Windows Server Installation, Configuration, Administration
Niagara College
Technical Education - Disaster Recovery/ Business Continuance
TSI Learning
College diploma - LAN Administration
CDI College
Some College (No Degree) - Web Master
Mohawk College
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