Winston Bacchus
Edmonton,Alberta
Summary
Achieved consistent delivery of high-quality IT support, contributing to overall business success over two decades. Streamlined processes through exceptional organization and attention to detail, enhancing team performance. Resolved sensitive issues effectively, leveraging analytical skills to produce favorable results.
Overview
23
23
years of professional experience
1
1
Certification
Work History
IT Technician – Full-Time
Vinci Construction
05.2024 - 07.2025
- Supported Project Unity, completing a 98% hardware refresh and migration from Windows 10 to Windows 11 across four sites in Alberta and Saskatchewan.
- Provided break-fix support for laptops, workstations, and iPhones while maintaining high service delivery standards.
- Utilized Microsoft Azure and Intune for device, user, and group administration across multiple locations.
- Managed and administered Microsoft Exchange, ensuring stable email, mailbox, and distribution group operations.
- Oversaw network printer setup, configuration, and ongoing administration.
- Facilitated onboarding and offboarding processes, including account creation, access provisioning, and equipment preparation.
- Executed moves/adds/changes (MAC) and supported the full IT setup for an Alberta site undergoing complete renovation.
IT Service Desk Technician – Level 2 – Full-Time
Wolf Steel Ltd. Napoleon Service
03.2023 - 12.2023
- Participated in Department-wide knowledge sharing and measuring in areas where other associates have less knowledge regarding processes or technology.
- Responded to and resolved end-user requests and incidents using SA Manage ticketing system while meeting defined SLAs for resolution.
- Performed preventative maintenance on end-user systems whenever required, including ensuring all security software was up to date.
- Provided remote support for all departments in the organization, which included troubleshooting home network connectivity and VPN connectivity issues.
- Reduced operational expenses by 15% through identifying and decommissioning unnecessary hardware resources.
PC Support Analyst – Full-Time
Humber River Hospital
05.2022 - 03.2023
- Streamlined IT support processes for effective and efficient resolution times.
- Maintained 100% logging rate and 97% first-call resolution rate to achieve first-class user training and ongoing communication.
- Imaging both laptops and desktops, joining them to the domain.
Software Support Specialist Level 2 – Full-Time
Alayacare
11.2020 - 04.2022
- Troubleshoot issues with SAAS cloud software, which encompasses scheduling, claims, Timekeeping, Payroll, and visit verification.
- Conducted research to simulate issues clients were experiencing and interacted with subject matter experts to find solutions.
- Used Zendesk and Jira ticket systems to keep track of work and escalated issues with bugs, which assisted the development team.
- Enhanced team efficiency by streamlining support processes and implementing best practices for handling customer inquiries.
IT Technician - Contract
Municipality of Durham Region
03.2019 - 02.2022
- Organized equipment for vaccine clinics iPads, Receipt printers, and network printers, along with all wireless routers.
- Performed daily break fixes and software issues for Vertiflow and COVAX.
- Administered inexperienced users on Vertiflow and set them up on their iPads.
- Assisted users in setting up Authenticator software on their mobile devices.
- Increased safety measures by adhering to stringent sanitation protocols and wearing appropriate personal protective equipment during COVID-19 testing.
IT Project Coordinator - Contract
RBC Bank
06.2019 - 12.2019
- Planned and scheduled Windows 7 to Windows 10 migration by meeting with businesses and listening to their requirements and timelines, and any special accommodations.
- Used Power Query, to query clients by departments, along with locating assets on various spreadsheets.
- Scheduled meetings with different lines of business to coordinate and schedule their Windows 10 migration/refreshes.
- Used Hegira, which is the interface to SCCM and asset management database to schedule Windows 10 migration and refresh.
- Perform asset management duties.
Solution Specialist - Full-Time
Datavail
01.2019 - 06.2019
- Migrated a project of twelve hundred physical devices and virtual from Windows 7 to Windows 10 using SCCM 2012
- Assisted with migration from MS Office 2016 to MS Office 365
- Held meetings with clients to ascertain specifics with hardware and software requirements to decipher both legacy hardware and software for Windows 10
- Assisted with UAT for Windows 10 to ensure requirements.
- Enhanced team collaboration by developing efficient workflows and communication strategies for solution delivery.
Senior Desktop Support Engineer L2/L3 - Contract
CIBC Bank
04.2018 - 01.2019
- Migration of Digital contact centers from Windows 7 to one Windows 10 unified image for forty-two Digital contact centers with MS- Office 365 integration.
- Set up Windows 10 customized image for the first contact to be unified and created a production lab test environment for both Quality test analysis and business for testing.
- Coordinated design work for CI and asset discovery along with other data import methods.
- Involved in daily troubleshooting of incidents that arise from software pushes and patches into the production environment of the digital contact center.
- Involved in sending packaging applications and creation of technical documentation.
- Involved in evaluating new hardware and software for forty-two lines of business.
- Enhanced system performance by implementing desktop support solutions and resolving technical issues.
- Supervised junior desktop support engineers, fostering professional growth through mentorship opportunities.
- Optimized hardware configurations and software installations for enhanced end-user experience.
End User Support Technician L2/L3 Lead - Full-Time
HP Canada (DXC-Technology), Eli Lilly
02.2013 - 02.2018
- Imaged Windows XP/7/10 Laptops and desktops using Altiris and SCCM.
- Configured applications such as Seibel/SAP and laptops, iPhones, and iPads to corporate wireless access.
- Hardware and software break-fix of Laptops, Desktops, IPADS, and iPhones.
- Set up Mobile Iron on iPads and iPhones by managing them using Mobile Iron remote management tools.
- Troubleshoot network connectivity issues along with VOIP Telephone issues.
- Encrypted laptops using McAfee drive encryption and BitLocker.
- Coached and trained new hires within the IT department.
- Supported 600 users: 240 in two separate offices and approximately 360 offsite.
- Planned and managed a project of approximately 500 laptops from HP Laptops with Windows to Lenovo laptops with Windows 10.
- Project of migrating all users to MS Office 365.
Support Team Lead
IBM / Loblaw
06.2011 - 04.2012
System Engineer L2 Support Technician
MicroAge
11.2008 - 05.2011
Desktop Support Technician
Bank of Nova Scotia Branch
09.2008 - 11.2008
IT Technician
IBM/TES
02.2008 - 09.2008
Project Coordinator
Saint Elizabeth Health Care
06.2008 - 07.2008
Senior Desktop Support Analyst
CITI
11.2007 - 12.2007
Desktop Support/Infrastructure Specialist
Novo Nordisk
06.2007 - 11.2007
Desktop Support Specialist/Project Coordinator
Nestle-Purina
10.2006 - 03.2007
Senior Desktop Support Analyst
Sun Life Financial
09.2006 - 10.2006
IT Business Coordinator
Ministry of Health & Long-Term Care
06.2005 - 05.2006
LAN Administrator/Desktop Support Analyst
Bank of Montréal
03.2004 - 05.2005
Desktop Support Analyst
IBM Global Services/American Express
11.2002 - 03.2004
Education
Bachelor of Science - Information Technology
Prime-Tech Institute
Toronto, ON09.1997
Bachelor of Science - Electronic Engineering Technology - Avionics
Seneca College of Applied Arts and Technology
Toronto, ON06.1991
Skills
- Investigated and addressed intricate hardware, software, and network problems, significantly enhancing overall system reliability
- Evaluated and refined operating systems, driving improvements for optimal computing efficiency
- Executed comprehensive monitoring and maintenance of server environments to enhance overall reliability and security
- Investigated and mitigated detailed technical problems without assistance, contributing to increased operational dependability
- Analyzed patterns in recurring problems and formulated actionable strategies to prevent reoccurrence
- Supervised multi-tiered escalation procedures for support teams, facilitating efficient and effective resolution of customer issues
- Supervised senior-level technical support efforts, guaranteeing swift resolution of urgent technical challenges
- Articulated intricate technical information clearly to promote comprehension among a wide range of stakeholders
- Crafted detailed technical documentation and reports, prioritizing accuracy and user-friendly access to critical information for end users
- Designed and refined instructional content to ensure clarity and facilitate effective learning experiences
- Guided junior support technicians through mentorship initiatives, fostering teamwork and professional growth within the support team
- Guided team initiatives, aligning efforts with project goals while nurturing a culture of responsibility and ownership
- Spearheaded initiatives with Level 1 support and interdepartmental teams to refine and streamline processes
- Optimized task management and deadline adherence through strategic organizational techniques
- Analyzed workload fluctuations and developed a systematic approach to prioritize tasks, optimizing productivity and aligning with project timelines
- Streamlined project coordination and prioritization processes to achieve timely delivery and foster positive stakeholder relationships
- Managed ticketing system operations, ensuring effective communication flow between support teams and clients for optimized service delivery
- Integrated remote support tools to optimize communication processes and swiftly troubleshoot technical problems
- Analyzed system performance using monitoring and diagnostic tools to detect issues and implement optimization strategies
- Achieved enhanced network performance through effective management of tcp/ip protocols Delivered streamlined ip address management by optimizing dhcp and dns configurations Improved email communication reliability by implementing robust smtp solutions Increased data transfer efficiency through successful ethernet network setups Enhanced user authentication processes via ldap service management Optimized data routing with strategic mpls network implementations Secured file transfers and remote access through proficient ftp and telnet operations
- Monitored and maintained MobileIron server infrastructure, facilitating effective implementation of mobile device policies across the organization
- Achieved seamless server operations through effective management of Windows Server 2003 and 2008 environments Increased system reliability via proactive maintenance and timely updates Elevated security posture by applying best practices in server management
- Achieved seamless project delivery through expert management of Azure cloud resources Improved system reliability and performance by optimizing cloud configurations Drove business growth initiatives by effectively leveraging Azure capabilities
- Configured and enforced Intune policies to safeguard organizational devices while maximizing operational efficiency
- Achieved timely project delivery through effective management of team dynamics and resource utilization Drove project success with proactive problem-solving and strategic planning Enhanced overall project efficiency by implementing best practices in team collaboration
- Achieved timely project completions through strategic team leadership Drove initiatives that significantly enhanced efficiency and elevated stakeholder satisfaction Established a results-driven atmosphere that prioritized on-time delivery of projects
- Achieved significant improvements in asset management efficiency through strategic utilization of Lansweeper Enhanced visibility of network devices, resulting in informed decision-making Delivered comprehensive reports that strengthened strategic planning and resource management efforts
- Analyzed and fixed VoIP problems to support consistent service performance and reliability
- Enhanced user satisfaction by effectively utilizing remote support tools, including GoToAssist and Citrix Improved operational efficiency through rapid issue resolution with Dameware and Bomgar Delivered exceptional system management outcomes with Altiris and PC Anywhere, significantly boosting productivity
- Achieved seamless remote connectivity through proficient VPN management Strengthened data protection protocols, enhancing compliance with security standards Improved user support processes, resulting in faster resolution of connectivity issues
- Achieved seamless remote access for employees through effective implementation of Cisco VPN solutions Elevated data security and user experience by optimizing VPN configurations Resolved connectivity challenges more quickly by streamlining support processes
- Conducted thorough analysis of SMS performance metrics to refine messaging and maximize audience engagement
- Executed system performance optimizations through effective management of SCCM 2012 configurations
- Achieved seamless team collaboration by implementing Slack for communication management Enhanced project coordination through meticulous organization of channels and threads Fostered a culture of engagement, resulting in active discussions and timely updates
- Achieved seamless remote collaboration by leveraging TeamViewer for team interactions Increased user satisfaction through prompt technical support and guidance Fostered a culture of efficient remote communication, resulting in improved team performance
- Achieved improved team collaboration by deploying Skype for Business effectively Enhanced user satisfaction through comprehensive support of Skype for Business features Increased productivity by enabling seamless communication via Skype for Business
- Managed regular system maintenance and updates for Windows 7, 81, and 10, focusing on improving user experience and maintaining security compliance
- Administered WebSphere applications on IBM AS400, focusing on system reliability and operational efficiency through proactive maintenance strategies
- Supervised i-series processes, optimizing integration workflows and maintaining data integrity
- Achieved seamless data recovery through expert management of Symantec Backup Exec Elevated data security protocols, resulting in heightened system reliability Streamlined backup processes, significantly reducing downtime during recovery operations
- Achieved seamless user access management through proficient administration of Microsoft Active Directory Strengthened network stability and security by executing strategic troubleshooting measures Elevated system performance by collaborating with diverse teams on innovative network solutions
- Oversaw configuration and ongoing maintenance of Microsoft Exchange Server environments, focusing on maximizing performance and ensuring system reliability
- Streamlined configuration and ongoing maintenance of terminal server environments, focusing on performance optimization and user satisfaction
- Achieved seamless virtualization through expert management of VMware environments Enhanced system performance by swiftly resolving technical issues Drove operational efficiency by implementing cutting-edge VMware solutions
- Monitored and adjusted Citrix server settings to ensure reliable performance and improved user satisfaction
- Executed comprehensive configuration and ongoing maintenance of Unix OS infrastructure, focusing on improving system security and user access
- Achieved enhanced network security through effective firewall configuration management Improved system reliability by addressing and resolving security incidents in a timely manner Developed comprehensive security strategies that successfully protected organizational data
- Achieved enhanced server uptime through diligent maintenance and effective issue resolution Elevated user satisfaction by rapidly addressing technical issues Contributed to substantial improvements in system performance through strategic collaboration with technical teams
- Achieved seamless software deployment and system updates through proficient SCCM management Resolved technical issues to enhance operational efficiency and improve user support processes Drove overall enhancements in system performance and reliability
- Achieved enhanced communication efficiency through effective management of VoIP telecom systems Improved data integrity by optimizing SQL 2016 database operations Resolved technical issues collaboratively, resulting in reduced downtime
- Achieved high hardware reliability for HP devices through effective maintenance strategies Streamlined hardware support processes, resulting in increased team productivity Enhanced user satisfaction by promptly resolving hardware issues
- Streamlined Dell product delivery processes through effective communication and collaboration with suppliers and internal teams
- Delivered projects punctually and within budget by managing team dynamics and resource allocation effectively Drove project success through strategic planning and clear communication with stakeholders Achieved results that consistently met or surpassed project expectations
- Achieved timely project delivery through effective management of team dynamics and resource allocation Drove project success by implementing best practices in collaboration and communication Increased overall project efficiency by streamlining processes and proactively addressing challenges
- Achieved high customer satisfaction through effective matching of clients with suitable Toshiba laptops Enhanced user experience by promptly resolving technical issues related to Toshiba laptops Improved support processes for Toshiba laptop inquiries, resulting in faster resolution outcomes
- Achieved high user satisfaction by swiftly resolving desktop issues Reduced downtime through streamlined software installation processes Boosted team productivity with effective desktop management strategies
- Achieved enhanced network connectivity through effective configuration of Cisco 1800 and 2500 routers Resolved connectivity issues swiftly, leading to improved network performance Delivered reliable network operations through proactive maintenance and timely updates
- Analyzed market trends to develop effective promotional strategies aimed at increasing customer loyalty for Lexmark offerings
- Analyzed and resolved issues with networked multi-function printers, ensuring consistent operational performance and reliability
- Streamlined retail processes through effective configuration and optimization of Dell POS hardware and software solutions
- Developed and implemented training modules focused on effective use of Blackberry technology for staff development
- Achieved high user satisfaction through comprehensive training on iPad functionalities Improved operational efficiency by delivering effective troubleshooting and support Enhanced user engagement with iPad technology by fostering a collaborative environment
- Achieved high customer satisfaction ratings through effective guidance on iPhone usage Improved team efficiency by implementing streamlined support processes for iPhone issues Enhanced problem resolution for iPhone inquiries by fostering a collaborative work environment
- Achieved high user satisfaction ratings through exceptional support of Android smartphones and tablets Increased user proficiency by delivering comprehensive training on device capabilities Enhanced response times for mobile device inquiries by streamlining support processes
- Managed Verint system configurations and maintenance, focusing on telecom service communication efficiency
- Crafted and applied desktop integration solutions, focusing on workflow streamlining and performance optimization
- Analyzed existing methodologies to identify improvements and guarantee consistency with project goals
- Achieved seamless software deployment and updates through effective SCCM management Improved system performance and user experience by addressing technical issues promptly Enhanced operational efficiency by streamlining software distribution processes
- Achieved timely project delivery by effectively managing team dynamics and resources Drove project success through proactive problem-solving and strategic planning Enhanced overall project efficiency by implementing best practices in team collaboration
- SCCM
- IBM
Languages
English
Full Professional
English
Full Professional
Certification
CompTIA A+
Skills And Core Competencies
Proficiency in troubleshooting complex hardware, software, and network issues., In-depth knowledge of operating systems, including advanced troubleshooting and configuration., Experience with server administration., Ability to analyze and resolve intricate technical issues independently., Experience in diagnosing and addressing root causes of recurring problems., Capability to handle escalations from Levels 1/2/3 support and provide advanced technical solutions., Provide senior-level technical support to users, including troubleshooting hardware, software, and network issues., Ability to communicate complex technical concepts effectively to both technical and non-technical stakeholders., Experience in writing detailed technical documentation and reports., Skill in providing clear and concise instructions to end-users and colleagues., Experience in mentoring and coaching junior support technicians., Ability to lead team initiatives and projects, providing guidance and direction as needed., Capacity to collaborate with Level 1 support and other teams to ensure seamless support operations., Strong organizational skills to manage a high volume of support requests and tasks., Ability to prioritize tasks effectively, balancing urgency and impact on business operations., Experience in managing time-sensitive projects and meeting tight deadlines., Proficiency in using ticketing systems to manage and track support requests., Familiarity with remote support tools and software for troubleshooting and assisting end-users remotely., Experience in utilizing monitoring and diagnostic tools to proactively identify and resolve technical issues.
Additional Work History
- Support Team Lead - Command Centre L2/L3, IBM / Loblaw, Toronto, ON, 2011-06-01, 2012-04-30
- System Engineer L2 Support Technician, MicroAge, Woodbridge, ON, 2008-11-01, 2011-05-31
- IT Technician, IBM/TES, Toronto, ON, 2008-02-01, 2008-09-30
- Project Coordinator, Saint Elizabeth Health Care, Markham, ON, 2008-06-01, 2008-07-31
- Senior Desktop Support Analyst, CITI, Mississauga, ON, 2007-11-01, 2007-12-31
- Desktop Support/Infrastructure Specialist, Novo Nordisk, Mississauga, ON, 2007-06-01, 2007-11-30
- Desktop Support Specialist/Project Coordinator, Nestle-Purina, Mississauga, ON, 2006-10-01, 2007-03-31
- Senior Desktop Support Analyst, Sun Life Financial, Toronto, ON, 2006-09-01, 2006-10-31
- Desktop Support Technician, Bank of Nova Scotia Branch, Toronto, ON, 2008-09-01, 2008-11-30
- IT Business Coordinator, Ministry of Health & Long-Term Care, Toronto, ON, 2005-06-01, 2006-05-31
- LAN Administrator/Desktop Support Analyst, Bank of Montréal, Toronto, ON, 2004-03-01, 2005-05-31
- Desktop Support Analyst, IBM Global Services/American Express, Markham, ON, 2002-11-01, 2004-03-31
Accomplishments
Saved CIBC three million dollars on the migration project from Windows 7 to Windows 11 involving forty- two lines of business which included, software mitigation ir replacement and ninety percent hardware refresh.
Saved RBC over five million dollars in the Hardware refresh of ninety - five percent refreshes ans software mitigation.
Timeline
IT Technician – Full-Time
Vinci Construction
05.2024 - 07.2025
IT Service Desk Technician – Level 2 – Full-Time
Wolf Steel Ltd. Napoleon Service
03.2023 - 12.2023
PC Support Analyst – Full-Time
Humber River Hospital
05.2022 - 03.2023
Software Support Specialist Level 2 – Full-Time
Alayacare
11.2020 - 04.2022
IT Project Coordinator - Contract
RBC Bank
06.2019 - 12.2019
IT Technician - Contract
Municipality of Durham Region
03.2019 - 02.2022
Solution Specialist - Full-Time
Datavail
01.2019 - 06.2019
Senior Desktop Support Engineer L2/L3 - Contract
CIBC Bank
04.2018 - 01.2019
End User Support Technician L2/L3 Lead - Full-Time
HP Canada (DXC-Technology), Eli Lilly
02.2013 - 02.2018
Support Team Lead
IBM / Loblaw
06.2011 - 04.2012
System Engineer L2 Support Technician
MicroAge
11.2008 - 05.2011
Desktop Support Technician
Bank of Nova Scotia Branch
09.2008 - 11.2008
Project Coordinator
Saint Elizabeth Health Care
06.2008 - 07.2008
IT Technician
IBM/TES
02.2008 - 09.2008
Senior Desktop Support Analyst
CITI
11.2007 - 12.2007
Desktop Support/Infrastructure Specialist
Novo Nordisk
06.2007 - 11.2007
Desktop Support Specialist/Project Coordinator
Nestle-Purina
10.2006 - 03.2007
Senior Desktop Support Analyst
Sun Life Financial
09.2006 - 10.2006
IT Business Coordinator
Ministry of Health & Long-Term Care
06.2005 - 05.2006
LAN Administrator/Desktop Support Analyst
Bank of Montréal
03.2004 - 05.2005
Desktop Support Analyst
IBM Global Services/American Express
11.2002 - 03.2004
Bachelor of Science - Information Technology
Prime-Tech Institute
Bachelor of Science - Electronic Engineering Technology - Avionics
Seneca College of Applied Arts and Technology