Technical Skills
Operating Systems: Windows Server 2012-2022, Windows 7/10/11, macOS, iOS, Android
Hardware: Servers, Desktops, Laptops, Tablets, Deskphones, Cellphones, Peripherals, AV equipment, Firewalls, Switches, Wi-Fi APs
Applications: ConnectWise, Jira, Confluence, Remote Desktop, TeamViewer, Kaseya RMM, Microsoft Office, Teams, Slack, RingCentral, Adobe CC, Smartsheet, KnowBe4, PowerShell, Zoom and more
Platforms: Microsoft 365, Exchange, SharePoint, Azure, Entra ID, AD, Intune, MFA, Hyper-V, Cloudflare, LastPass, Group Policy, ICT/Salto Access Control, Alarm.com, and much more
Networking: TCP/IP, LAN, DNS, DHCP, VPN, SSL, Fortinet, Ubiquiti, Meraki
---
Work Experience
System Administrator
September 2021 – Present
Inovatec Systems
Vancouver, BC
- Triage incoming support issues from managed clients to appropriate support teams
- Provide technical support and system administration in a complex multi-tenant environment with approximately 350 internal users and many external clients
- Order, setup, and manage business systems, services, servers, employee workstations, equipment, and software applications
- Complete assigned IT projects and planned work, such as setting up Azure Universal print services, servers and applications, Wi-Fi networks, domain purchase and setup, inventory cleanup, and much more
- Assist Information Security team with audits, investigation and proactive mitigation of security issues; assist with rollout of security measures, monitor systems for incidents
- Adhere to and improve existing procedures and policies, create new knowledge base documentation and train users as needed
---
IT Support Specialist
September 2020 – September 2021
Inovatec Systems
Burnaby, BC
- Triaged incoming support issues from managed clients to appropriate support teams
- Provided technical support and administrated systems in a complex multitenant environment with approximately 300 internal users; escalated tickets to tier 2 and 3 support when required
- Ordered, setup, and administrated various computer equipment, software and systems; managed company IT asset inventory
- Assisted Information Security team with audits, investigation and proactive mitigation of security issues; assisted with rollout of new security measures, monitored systems for incidents
- Worked efficiently as part of a small team to prioritize tasks, completed quarterly projects, collaborated with team members to meet deadlines
- Adhered to and improved existing procedures and policies; created new knowledge base documentation as needed
---
System Administrator
April 2019 – July 2020
ONNI Group
Vancouver, BC
- Provided fast and effective troubleshooting and support to a worldwide enterprise userbase for a broad range of technical issues
- Administrated Active Directory, Office 365, Exchange, Mobile Device Management, Access Control, various servers, employee workstations, printers, networking equipment, licensed software, and much more
- Identified, prioritized, actioned and closed 60-100 or more service tickets weekly, contacted vendors to resolve problems when required
- Completed projects, collaborated with other team members, department heads and upper management to meet deadlines
- Sourced, ordered and provisioned various equipment and company assets
- Documented new processes and technology, updated outdated documentation
---
Tier 1 Support Technician
August 2018 – April 2019
OPUS Consulting Group
Vancouver, BC
- Worked as part of a team to efficiently prioritize and resolve incoming service tickets from managed clients
- Troubleshooted computer software, hardware, and networking problems; administrated various business systems and services for customers
- Escalated tickets as necessary to the proper team members and vendors to maintain Service Level Agreement
- Assisted with training new hires and existing user base to utilize defined business applications and systems
- Sourced, ordered and provisioned hardware and equipment as needed
- Followed existing procedures and documentation, created new documentation
- Expanded technical knowledge by taking on unfamiliar tasks and learning new skills
---
