PAULA BURTON
San Jose,CA
Summary
Adept at delivering unparalleled IT support, I excel in Azure and Active Directory administration, showcased during my tenure at Health Canada. Renowned for white-glove service to VIPs and leveraging IT security expertise, I significantly enhance operational efficiency and user satisfaction. My collaborative approach and technical acumen drive seamless technology integration and problem resolution.
Overview
8
8
years of professional experience
Work History
Conferencing Services
Shared Services Canada
03.2023 - Current
- Providing 1st and 2nd level support on Videoconferencing support to over 25 partners from the GOP portfolio
- Specializing in AV Devices within Microsoft Cloud
- Specializing in Intune, Teams Admin Center, Entra, and Rooms Microsoft portals on prod tenants
- Room licensing
- Training second and third level IT professionals troubleshoot Microsoft Teams Room issues
- Refer to a SharePoint database which contains assessments of equipment being replaced from VC codecs to MTR's (Microsoft Teams Rooms equipment)
- Identifying business needs (large or small room then pair an MTR Dell/Poly computer with large or small MTR Poly peripherals (cameras, speakers) to a Video Conferencing room
- Kits can include (compute) Dell, HP mini's, Lenovo, Crestron, Android systems, and (peripherals) USB Studio, Sync 60 speakers and/or Nureva bars
- Once above step completed, stage the device's(kits)- enrolling the device either manually or with autopilot, login to Teams via the resource account assigned, checking tenant and ensuring device is compliant, test device peripherals, troubleshoot and resolve issues, then ship devices as a kit to the partner room of replaced equipment
- Help the support staff continue to support the equipment once it arrives onsite
- Setup and test Dell MTR’s, Androids, and Surface Hub's on DEV (test) tenant
M365 Operations
Health Canada
01.2022 - 03.2023
- Specializing in User Support within Microsoft Cloud
- Providing third level support as I took ownership of Service Center tickets
- Roles assigned to me: User Admin, Exchange Admin, Teams Admin, SharePoint Admin and Privilege Role Access
- Roles were given to team members on a qualification basis
- I was one of two trusted employees to answer the M365 inbox regarding IT group support requests for SharePoint issues or to obtain an Azure role
- Would reach out to the users and provide support and/or assign IT users with requested roles if I felt that they qualified for that role, train the users and their manager on how to use that role
- Provided very thorough SOP on how to do project with their new role
- Use of Teams and Exchange modules of PowerShell
- Part of the Change Management Team (CAB) where teams change requests to production tenant were decided
- Had access to both the prod (production) and dev tenant (test) with a daily use of Azure Active Directory for user and group edit rights
Windows 10 Project
Health Canada
11.2020 - 01.2022
- Was chosen to train all the new hires coming onto our team and provided feedback to my TL on how the new user was doing
- Given a set number of clients per day to setup appointments for the backup of Win7 system, arranging delivery of new Windows 10 system through Purolator, setup of new system, testing problematic software with the new OS, pushing standard software to the new laptop from the network and testing it, transfer user files, schedule a last appointment to return the Win7 laptop
- This project involved solving users hardware and software issues with both the Win7 system and the Win10 system
- Was part of the upgrade in place team – this team consisted of testing various makes of laptops of getting the OS pushed to the system remotely and testing from the office
- And the complex software install team – these teams consisted of a select few awesome employees
Helpdesk IT Specialist
Lumentum
01.2020 - 07.2020
- Supporting internal staff using a Service Now ticketing system with Email, printer, new system requests, HR new hires and terminations, creating knowledge base articles, using SCCM for software deployment, ADM account access to Active Directory, Office 365, VPN setup, PING ID, upgrades to Windows 10, Imaging laptops to company standard, setting up all new phones requiring getting MAC addresses of present phones to capture phone number to import to new phone, ordering phones and installing, using Ring Central as communication tool and had admin access for creating Ring Central accounts and phone numbers
- Service Now – CRM
- Dell Laptops, Various desktops, Mobile support, Cisco PBX Meeting room phone setup
- White glove customer service
- Planning 30 co-op new hires – setting up accounts, laptops, shipping, ensuring users got laptops, making appointments for each user to provide userID and password and setup of laptop remotely to get them ready for the remote HR orientation
- COVID migration – helped plan the work from home process for 400 Ottawa users
- Planning stages included to ensure everyone had a laptop, creating documents for the site manager to distribute to office employees on how to connect to connect to VPN, create a helpdesk ticket, and Ring Central training
- Joined a Ring Central meeting ID to meet with our global colleague’s everyday for collaboration and to bring users into the meeting to troubleshoot issues as a group
IT Specialist
Financial Horizons
Ottawa, Canada
02.2018 - 12.2019
- Company Overview: Ottawa
- Being the only IT support in the Ottawa office, providing helpdesk support for local and remote internal employees in person, by phone, Email, and in a helpdesk.finanancialhorizons.com ticket system
- Also provided remote support on a National scale to the rest of the Canadian locations
- User rights to files/folders
- Managing Office 365 accounts – granting licenses to users
- Mapping drives and creating user profile with personal mapped drive location for saved files
- Gathering new hire/termination tickets from HR – setting up new hire with laptop, user account, Email access, software and shipping laptop to new hire
- Adobe and PDF file configuration, support, Printer management, install by IP, Management of IT passwords used for department
- Wealthserv database configuration, user account setup
- Helping all levels of users, management, executives, HR, CEO, Presidents with very critical high pressure support with a right now resolution
- Domain.helpdesk.com – CRM
- Exceptional in person and remote customer service to VIPS and the sales team
- Lenovo Laptops, Cisco phones, VOIP, various desktops, HD and memory installs, IPAD, mobile setup, server support, contacting ISP’s and third party technicians for my office and remote offices
- Many interactions throughout the day with management, HR, VP’s and president
- Key access to local offices within building
- Ottawa
IT Support Analyst
Nova Networks
Ottawa, Canada
01.2017 - 01.2018
- Company Overview: Ottawa
- Provided helpdesk and NOC support for various Ottawa based companies
- Accessing AD – creating users, email accounts, distribution groups, group policies, user rights to files, folders; exchange mail account management
- Managing Office 365 accounts, webmail accounts; creating and managing mapped drive access;
- Company-wide email and network outages; VPN support- Fortinet; SharePoint; workstation connectivity, local area networks, company website, Analyze server slowness, application, network, and input/output device performance; Office and Adobe to cloud migration installs, upgrades to windows 10, remote login, Email, and phone, onsite support
- Remedy – CRM
- Exceptional remote and onsite customer service given to business clients
- Various government and private sector support and various systems, policies/procedures for each company on AD and remote tool management
- Ottawa
Education
Information Systems Diploma -
Cambrian College
Sudbury, ON01.1998
Skills
- Admin access to Azure with required Azure roles
- Trusted team member for least privileged Azure role
- Remote and in-person support for computer devices
- IT Security principles, practices, policies, products and/or technology
- White glove support for VIPs, executives, HR
- Troubleshooting productivity and collaboration applications
- Administrator access to Active Directory
- Microsoft Office
- Adobe DC
- Various browsers
- Security Software
Training
- M365 Training, Teams and Channels features, installation, configuration and troubleshooting
- SCCM training
- Box training
- One Drive Training
- GCDocs Training
Timeline
Conferencing Services
Shared Services Canada
03.2023 - Current
M365 Operations
Health Canada
01.2022 - 03.2023
Windows 10 Project
Health Canada
11.2020 - 01.2022
Helpdesk IT Specialist
Lumentum
01.2020 - 07.2020
IT Specialist
Financial Horizons
02.2018 - 12.2019
IT Support Analyst
Nova Networks
01.2017 - 01.2018
Information Systems Diploma -
Cambrian College
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