Tyler Austin
Edmonton,AB
Summary
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.
Education
Applied Bachelors in Network Management -
NAIT
04.2004
Information Technology and Systems Management -
MacEwan University
04.2002
Skills
- Client Relations
- Technical Support
- System Administration
- Hardware Troubleshooting
- Client Relationship Management
- Network Troubleshooting
- Information Security
- Hardware Support
- ITIL Knowledge
- Software Support
- Vendor Management
- Problem Solving
- Ticketing Systems
- Remote Support
Timeline
Service Desk Analyst
Nirico Systems
06.2021 - 09.2023
Network Administrator
Parkland Techs
01.2017 - 06.2021
Senior Technical Analyst
Next Digital
09.2015 - 01.2017
Senior Support Analyst
Omni Technology Solutions
01.2014 - 07.2015
Senior Service Technician
Yardstick Technologies
05.2012 - 01.2014
Network Administrator
Canadian Pool League
12.2009 - 09.2011
Network Technician
All Weather Windows
01.2005 - 12.2009
Applied Bachelors in Network Management -
NAIT
Information Technology and Systems Management -
MacEwan University
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