Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
19
19
years of professional experience
Work History
Service Desk Analyst
Nirico Systems
06.2021 - 09.2023
Spearheaded customer calls and tickets to resolve technical issues in a professional manner
Deployed and maintained Sentinel One installs across multiple clients as well as Windows Defender with over 10 plus years experience
Implemented and maintained Fortinet based Firewalls and Switch deployment with over 10 years experience
Excelled at Azure Admin and Active Directory and Design
Proficient and agile at Office 365 and Administration tasks
Enhanced, maintained and documented Network analysis and design
Consolidated escalations from other technicians when they could not solve the issue
Advanced SharePoint admin working with sites, libraries and permissions for customers
Professional technical documentation on issues resolved and maintained
Refined and cleared the most support tickets than any other technician per month.
Network Administrator
Parkland Techs
01.2017 - 06.2021
Boosted the day to day operations of the network and help desk
Launched and designed a cell phone fixing support site
Delivered with and confirmed with clients to make sure their network environments were up and running to be the most effective and less problematic
Proactively configured all firewalls on site to be up to date and to meet the security needs of the company
Orchestrated technical documentation for clients to maintain their networks
Setup accounting database for the company to maintain the record keeping and books.
Senior Technical Analyst
Next Digital
09.2015 - 01.2017
Providing accurate critical response to issue tickets with high priority
Revitalized mentoring and training of junior techs
Maintained and redesigned all domain migrations and setups
Proactive Exchange server maintenance including Exchange 2003 to 2016
Intuitive Network analysis and documentation
Customized professional teaching and training of junior technicians
Setup VMware ESXi maintenance and operations
Worked and led as a Help Desk critical response role
Setup and maintenance of Fortigate firewall troubleshooting and implementation
Spearheaded the RDS farm maintenance and upgrades
Configured load balancing including, physical load balancing, round robin, and other various technologies.
Senior Support Analyst
Omni Technology Solutions
01.2014 - 07.2015
Providing top tier support for customers around the world for CRM Integration Software and integrating them into the product
Providing and strengthening Tier 3 support and guidance to other support technicians
Worked in multiple roles not limited to: Operations for supporting clients needs, Technical Writing for documentation of company needs, Supervision of junior technicians for day to day tasks, Support for customers and making sure they got the answers they needed, Testing of new products and documenting, Customization deployment of software for specific client needs, Implemented and maintained a customer base for support, Learned 8 different CRMs (Customer Relationship Management) programs, Kept a test bed of multiple virtual machines to test new upgrades to the software, Revamped a database of new features and bugs, Did multiple training videos and training sessions for junior techs, Migrated the Knowledge Base and helped improve upon it to be the most proficient, Troubleshooting all issues pertaining to Exchange 2003-2013, and IBM Notes integrations, Configured CRM Integration with Exchange, IBM Notes, and Groupwise.
Senior Service Technician
Yardstick Technologies
05.2012 - 01.2014
Providing Tier 3 support and coaching to over 100 clients
Fielded server deployment using vm technologies such as Esxi and Hyper
Coaching and guiding the lower tier techs on technology and correct procedures
Maintained server environment for over 100 clients
Consulted and troubleshooted any technical issue that tier 1 or 2 could not finish
Maintained and sustained routers onsite, including SonicWALL, Cisco, Netopia, and juniper
Assembled anti-spam software in the cloud for all clients
Troubleshooted and evaluated Microsoft Exchange issues from building the server to maintenance of the server
Handled migration of servers to virtual machines using converter software technologies with accuracy and diligence
Migrated and forecasted over 10 websites to internal hosting
Proactive Blackberry administration and deployments including bes 10
Defined all mini projects that included anything from desktop deployment to server deployment
Was recognized by colleagues by going the extra yard over 7 times
Set the record for most tickets closed by anyone in the company's history
Proficient at Connectwise ticket tracking software
Renewed Labtech remote monitoring software
Maintained Exchange 2003, 2007, 2010 and 2013
Excellent at Multiple 3rd party apps and ERP systems
Got promoted to Network Administrator.
Network Administrator
Canadian Pool League
12.2009 - 09.2011
Network administrator for the infrastructure and operations of the business, including software and hardware design and implementation
Administration of network, personal computers, and firewalls
Database maintenance and website upkeep of league data
Built and maintained 7 virtual Servers, including Exchange, SQL and file management.
Network Technician
All Weather Windows
01.2005 - 12.2009
Help Desk Analyst for the first 6 months and then a Network Technician for the remainder of the employment
Overall responsible and team lead for all infrastructure across all branches under the supervision of a Senior IT Operations Manager
Superior Help desk troubleshooting and maintenance
Recommended and resolved the migration of 7 domains into one main domain, including Exchange and Active Directory redesign
Assessed and maintained 30 servers onsite and off site all Dell technology in the PowerEdge series.