IT Service Desk Lvl 2 at Atlific Hotels (2024-06 – Present)
- Domain Administration: Act as a Domain Administrator for a multi-site enterprise environment, managing secure identity, access controls, and group policies for staff across Canada.
- Hospitality Systems Support: Manage mission-critical hospitality software ecosystems, including Property Management Systems (PMS), Point of Sale (POS) terminals, and secure payment processing gateways.
- Network Infrastructure: Maintain and optimize hybrid network environments, effectively troubleshooting and configuring both legacy and modern firewall, switch, and network interfaces.
- Technical Escalation & Resolution: Execute complex Level 2 troubleshooting across Windows Server and Desktop platforms to ensure system uptime and stability.
- Operational Optimization: Drive IT efficiency by leading implementation projects, managing data backup and disaster recovery protocols, and documenting standard operating procedures (SOPs) for incident management.
I.T. & Administration at Axxess International (2023-09 – 2024-06)
- Operational Stabilization: Led the successful transition from external support to a robust in-house IT service model for L1/L2 operations, significantly improving service response and resolution times.
- Security Modernization: Hardened the organization-wide security posture by successfully implementing and enforcing Multi-Factor Authentication (MFA) protocols.
- Infrastructure Remediation: Stabilized system reliability and resolved critical hardware and network infrastructure debt, ensuring consistent uptime for business-critical operations.
- Technical Leadership: Provided hands-on mentorship to junior technicians, establishing standard operating procedures (SOPs) to improve team efficiency and overall technical competence.
I.T. at Scandinavian Tobacco Group Canada (2012-11 – 2023-07)
- Career Progression & Ownership: Advanced from Junior I.T. to serving as the sole IT lead for the Canada division, managing end-to-end technical operations and support for 80-100 users nationwide.
- Lifecycle Management: Orchestrated large-scale systems and OS modernization projects (Windows XP to Windows 11), maintaining stability and compliance during migrations.
- Strategic Hardware Deployment: Led a nationwide salesforce hardware transition from legacy laptops to mobile iPad ecosystems, significantly increasing operational mobility and field productivity.
- Enterprise Remote Infrastructure: Orchestrated the technological transition from a traditional office model to a scalable, fully remote infrastructure, successfully equipping all staff for permanent, seamless work-from-home operations.
Helpdesk Analyst at IBM for National Bank of Canada (2011-03 – 2012-08)
- Identity & Access Management: Provided secure user administration for banking systems, including password resets and account provisioning within the AS/400 (IBM i) environment, ensuring strict adherence to institutional security protocols.
- Enterprise ITIL Operations: Functioned within a highly structured, ITIL-aligned framework supporting a 38,000+ user organization; collaborated with a large-scale technical team to enforce strict adherence to Service Level Agreements (SLAs), change management, and incident resolution standards.
- Executive & VIP Support: Delivered high-touch, specialized technical support for banking executives and VIP stakeholders, utilizing a diplomatic, problem-solving approach to manage sensitive escalations efficiently while maintaining complete discretion.
Technical Support Agent for Bell Internet (Sympatico) at IQT Site Laval (2010-03 – 2011-02)
- ISP 'Military Service': Mastered the high-pressure art of ISP troubleshooting featuring the classic 'have you tried turning it off and back on again'.
- Escalation Specialist: Established a high-performance Level 2 support team, transforming complex technical challenges into customer loyalty while significantly reducing resolution times.
