Professional Summary:
Twenty-five years managing, administrating, implementing, and supporting information technology with exceptional customer focus and service, using proven methodologies and best practices in project management, business development, and technical support. A proven team leader and mentor, developing strong interpersonal relationships with client success.
Experience:
Stoneridge Software Winnipeg, MB
Sr IT Consultant October 2022 – February 2024
- Motivated technical support achieved on-site technician, devoted resolution rate of 85% of tickets on the first call, surpassed customer satisfaction to above 80%, initiated cooperative mentorship and coaching communications.
- Anticipated and fact-checked tickets, engaging in identifying trends in support requests, anticipating, and preventing issues with education and documentation adaptation.
- Aligned Microsoft 365 and Azure Technologies with client requirements, commitment to meeting client needs, developing scope and time requirements, guiding teams, and keeping within budget.
- Presented and crafted training and business presales documentation for Modern Desktop Deployments, leveraging Microsoft Cloud technologies to increase product adoption by 60% over 6 months, demonstrating a potential for significant business growth.
- Developed modern management practices using Microsoft Cloud Security and device management, reducing administration time by 20%, support calls by 65%, and strength of security by 85%.
- Streamlined Microsoft 365 administration and migration processes by expertly crafting PowerShell scripts to automate repetitive tasks, reducing effort by 20%.
Prophet Business Group Winnipeg, MB
Sr Technical Support June 2016 – October 2022
- Constructed network and storage transformation implementing SAN storage solutions, engineering server storage and management networking to 10G Fiber customizing redundant network operation centers strategy build.
- Enhanced network security and recovery, offering improved local and cloud backup, integrated security operations monitoring reporting, firewalls supporting 2FA, and prioritized patch and upgrade management.
- Motivated technical support, notably for onsite installations, configurations, maintenance, and troubleshooting of Microsoft productivity applications, desktops, peripherals, networks, and email and collaboration clients.
- Coordinated optimization of Hyper-V and VMware servers to streamline operational performance, enhance administration tasks, and overhaul virtual machine deployments.
- Contextualized endpoint requirements, revising technical knowledge, establishing prototyping and testing of workstation software, operating systems, and application configuration, and standardizing hard drive images for each client.
Connexion Networks Winnipeg, MB
Network and Systems Administrator May 2013 – June 2016
- Acknowledged month after month by clients for the efficiency and effectiveness of support offerings, notably for clear, understandable communications, understanding of business requirements, and implementation of valuable solutions.
- Mastered Dell ProSupport, ensuring troubleshooting, configuring, and installing SonicWALL, EMC Switching, Servers, and Desktop technologies efforts sustained an anticipated 35% yearly ticket increase.
Nebula Systems Winnipeg, MB
Network and Systems Administration July 2007 – May 2013
- Liaised, researched, and developed scope; communicated work breakdowns and time expectations; transformed supplier relationships; scrutinized and revitalized requirements in opening 2 new locations.
- Launched digital ticketing, customer management, and accounting systems, transforming organizational effort by 45%.
A & K Millwork Winnipeg, MB
Systems Administrator July 1999 – June 2007
- Reviewed business issues and requirements, delimited interpreted findings, and conceptualized server and network technology interconnecting manufacturing equipment to employees’ workstations, improving efficiency.
- Conceptualized processes to monitor and administrate network and servers, reducing administration by 45%.
- Constructed advanced Excel, Access, CAD/CAM, and SQL Server to develop proficient workflows, reducing production effort by 25%.
Skills:
Servers: Windows Server (2016 to 2022),
Switching: Cisco, D-Link, HP, Dell
Firewalls: SonicWALL, FortiGate
Networking: TCP/IP, OSI, DHCP, DNS
Identity: LDAP, AD DS, Entra ID, Kerberos
Automation and Monitoring: ConnectWise, Kaseya, DATTO
Backup: Veeam, Datto, Kaseya, Intronis,
SAN & NAS: Synology, HP, Dell, Lenovo
Cybersecurity: Policies, analysis, investigation, remediation, Microsoft Defender and Sentinel
Administration: PowerShell, GPO, Intune, Autopilot, Shell Scripting
Microsoft 365: Access and Identity, SharePoint design and Migration, Exchange
Current Certification:
Microsoft Teams Administrator Associate
Education:
Herzing College – Computer Science: Network and Communication Technician – Diploma