Edward Matthews

6 years work experience within IT

Information Systems Coordinator The Salvation Army Community Services (Calgary) | Non-Profit | Calgary, AB | Feb. 2025 – Mar. 2026

• Delivered frontline and mid-level technical support to ~220 staff across 3 campuses via email, phone, text, and inperson;

troubleshot hardware, software, and network issues across Windows computers, mobile devices, and peripherals.

• Managed Active Directory user accounts and security groups on the local SalvationArmyCalgary.org domain

(separate from the national SalvationArmy.ca forest) by copying existing users to provision new employee accounts;

created and managed client database accounts & permissions for new and existing staff as required by job role (a custom in-house application for managing homeless shelter residents).

• Onboarded staff onto organization-owned iOS/Android devices and workstations; coordinated with Toronto HQ for

Microsoft 365 tasks (Outlook, Teams, MyArmy) requiring national domain admin access to SalvationArmy.ca.

• Managed network equipment, Fortinet firewall filters, Wi-Fi, secure remote access, and Windows Hyper-V virtualized servers; maintained regular off-site data backups.
• Maintained Avigilon & UniFi camera systems/NVR; administered Odyssey access control, card readers, intercom systems, proximity cards, and IPECS PBX across all 3 campuses; managed IT hardware inventory, recycling program, and printer fleet.

Remote Software Installer

Titan Solutions Group | Managed Service Provider | Fully Remote | Oct. 2023 – Nov. 2024

• Performed remote installations of hotel door-locking software (Ambiance & System 6000) for Marriott, Hilton, Hyatt,

and Ritz-Carlton properties, mitigating Mifare Classic key card vulnerabilities.

• Entrusted with an Entrust physical security token for access to Marriott on-network servers via VDI; coordinated with hotel IT teams to resolve deployment issues and escalated to Dormakaba as needed.
• Earned over 25 five-star Google reviews; consistently accommodated early-morning installation windows for Eastern time zone clients (5:30am Mountain Time Start for 7:30am Eastern Time Zone Installations)
• Lead training sessions for the 2nd round of hired Software Installers to complete the 1-year project

IT Service Desk Analyst

FYidoctors | Eyewear & Healthcare Provider | Fully Remote | Nov. 2022 – Apr. 2023

• Primary IT contact for all optical clinics and Home Office; triaged and resolved application, hardware, and network issues; documented all activity in ServiceDesk Plus. Installed mission-critical optical and Acuitas patient management software on replacement workstations.

IT Project Consultant (2 Projects)

Edgetech Computing Inc. | Managed Service Provider | Edmonton, AB & Lunenburg, NS | Jun. 2022

• Completed two back-to-back field projects: Windows 7 OS retirement across 6 Edmonton FYidoctors clinics and optical clinic acquisition IT standardization in Lunenburg, NS — replacing and configuring 4 workstations, verifying

Cisco Meraki WAP network connectivity, and managing all cabling.

Systems Administrator

Shortgrass Library System | Non-Profit | Medicine Hat, AB | Sept. 2021 – Mar. 2022

• Sole sysadmin for 14-member library branches; administered hub-and-spoke Fortinet firewall network (FortiGate

300E in HA), HPE Aruba 7010 wireless controller, and VMware vSphere ESXi virtualizing mission-critical

Windows/Linux servers.

• Managed Windows Server environment (AD, DNS, DHCP, RDGW, SCCM, Domain Controller); renewed and installed SSL certificates via CLI; configured FreePBX, Mod-X web server, and Remote Desktop Gateway.
• Replaced a failed in-production FortiGate security appliance (hardware failure), restoring full network functionality in under 24 hours. Restored member library IT systems post-COVID, including VPN tunnels for license-managed software.
• Maintained and owned the disaster recovery plan, ensuring all systems and procedures were in place to enable full recovery in the event of an incident. Recommended transition to MSP (Partek I.T. Solutions), reducing costs;

provided afterhours on-call support and prepared annual IT reports.

IT Administrative Assistant

Heninger Toyota | Vehicle Dealership | Calgary, AB | Nov. 2020 – Jul. 2021

• Deployed Windows 10 org-wide; installed Dealer Management Software Serti, Mitchell Repair Center, and Office

2019; conducted full IT hardware audit; supervised Cisco Meraki MX100 firewall installation.

IT Technician

McMaster Technical Inc. | Managed Service Provider | Calgary, AB | Oct. – Dec. 2019

• Assisted with government-compliance video security server installation for a cannabis facility; deployed Windows 10

to client PCs; resolved service tickets for law firm clients.

Point of Sale Software Support Specialist

AM/PM Systems | Managed Service Provider | Calgary, AB | May 2018 – Sept. 2019

• Supported NCR StorePoint POS and fuel dispenser software for 400+ Co-op gasoline stations across Western

Canada; participated in 24/7 on-call rotation; escalated software bugs to developers.

Junior ICT Technician

HOCS Projects Inc. | Oil & Gas Engineering Project Design Firm | Calgary, AB | Dec. 2017 – Jan. 2018

• Deployed Windows 10 updates and installed new hardware and software across all office PCs for an oil and gas project design firm; entrusted with server room access.

Windows 10 Deployment Technician (SAIT Practicum)

Alberta Computers for Schools | Non-Profit | Calgary, AB | Oct. – Dec. 2017

• Designed and implemented a Windows 10 deployment server workflow replacing a Clonezilla/PXE boot system for donated laptops and desktop PC’s, significantly improving PC refurbishing throughput.
• Created standardized Windows 10 images for multiple laptop & desktop PC models.

Network Technician Certificate

Southern Alberta Institute of Technology (SAIT) | Calgary, AB | Graduated Dec. 2017 | Fast-tracked Diploma Program