Ted Fong

An Information Technology professional with over 9 years of IT management experience in a diverse range of industries. Prior experience with Ontario Public Service as a contract Solution Architect. Experienced in leading support & technical engineering teams.

Driven towards outstanding customer satisfaction. Results-oriented individual with a bias for action. Highly organized, motivated, and detail-oriented problem solver. Proven ability to adapt quickly to new environments, challenges and emerging technologies.

Project management ability – able to direct complex projects from concept to green status. Adheres to industry best practices, procedures and frameworks including ITIL, ITSM and ITAM. Collaborative team member and strong communicator.

Information Technology Support Engineer - Amazon - Virtual

(2019-07)

• Currently on rotation as Engineer on Duty providing escalation support and guidance to over 180 support engineers globally
• From Apr-Dec 2024, managed a team of 10 IT Support engineers during job rotation
• All 10 team members met or exceeded Customer Satisfaction bar of 4.65 by Dec 2024

Information Technology Consultant - Clarus Technical Consulting - Newmarket, ON

(2009-01 - 2019-06)

Contract technology consulting services to private, public and non-profit clients.

Level 3 Support Technician - Tektonic Inc. - Vaughn, ON

(2019-01 - 2019-06)

• Level 3 escalation point for Managed Services Provider
• Subject matter expert for networking, business devices, telecommunications and application issues

IT Operations Manager - International Institute of Business Analysis - Whitby, ON

(2015-04 - 2016-04)

• Responsible for management of hosted ICT infrastructure (compute, network, storage, telecom)
• Escalation point and subject matter expert for infrastructure, end-user devices, VoIP and application issues
• Led transition to new hosting and Service Desk provider
• Led migration of business services to Cloud-based Office 365
• Managed deployment of new corporate computing technology to all staff

Solution Architect - Government of Ontario - Toronto, ON

(2010-03 - 2012-09)

Key member of Solutions Design Team for the Guelph Data Centre (GDC) Transition Project as Management and Monitoring subject matter expert.

• Deliverables for GDC included: Customer Requirements Documents (CRD), Solution Concept Proposals (SCP), Solution Blueprints (BP), Solution Update Documents (SUD) review
• Primary procurement contact responsible for overseeing, coordinating and tracking procurement for GDC Common Infrastructure hardware, software and services
• Managed and tracked asset transfers of equipment and software licenses

Systems Engineering Manager - Animate Systems - Toronto, ON

(2009-01 - 2010-01)

Hands-on lead to Systems Engineering Team providing technology infrastructure support services in the legal vertical to multiple clients. Project Lead for head office relocation and client office relocations – planned, designed and managed cut-over to new ICT environments.

IT Manager - IDEXX Laboratories - Markham, ON

(2002-06 - 2008-10)

Hands-on Support for technology infrastructure, end-user devices, peripherals, telephony and enterprise applications to a multi-site, global, ISO 9001:2008 certified diagnostic reference laboratory operation. Planned, designed and coordinated migration to new server room/raised floor environment - Structured cabling, access control, environmentals (HVAC), power (UPS).

Senior Systems Engineer - 724 Solutions Inc. - Toronto, ON

(1999-12 - 2002-06)

Systems lead responsible for the build-out and management of server and application environments in four virtual data centres in North York, Toronto – Q9 Networks, San Jose – CA, and Richmond – VA, providing wireless services to the banking sector.

Network Systems Engineer - Triple G Corporation - Markham, ON

(1997-05 - 1999-12)

Hands-on team lead supporting network and technology infrastructure, end-user devices, peripherals and telephony for a multi-site Laboratory Information Management System (LIMS) development business.

Network Services Engineer - Infor (Previously Geac Computer Corp.) - Mississauga, ON

(1995-01 - 1997-05)

Canadian network and technical support representative for ERP vendor – support for various departments including Sales, Demo, Education and Finance.

Intermediate Programmer/Analyst – Network Administrator - Dun & Bradstreet Canada - Mississauga, ON

(1992-08 - 1995-01)

Development, desktop and network support resource for the Human Resources department to a global business information company.

BSc - Computer Studies - Trent University (1989)