System Administrator

Configured, troubleshot, and maintain Windows servers. 
 
• Manage and Support Cisco VOIP system including CUCM, UCCX and CUC. 
• Manage computers and implement policies in SCCM 
• Implemented VOIP & IM solution in timely manner during Covid for work from home. 
• Manage backup system for daily, weekly and monthly backups including tapes. 
• Monitor virtualized environment as part of NOC. 
• Implemented, manage and maintain Airwatch, a mobile device management solution. 
• Deployed Aruba access points in remote sites. 
• Helped deploy Extreme switches in remote sites. 
• Lead the Windows 10 upgrade project for over 800 computers. 
• Visit various remote sites in Canada/USA on regular basis for hardware maintenance tasks. 
• Automate day to day tasks for the Help Desk team to save time and effort. 
• Implemented the imaging solutions for remote sites that previously required sending the workstations to corporate office. 
• Project manager for almost all projects for Network Ops & Help Desk teams. 
• Lead the project that helped pick the best option for disaster recovery solution.

Managed the Help Desk team including scheduling, reports, inventory, and customer service. 
● Supported other team members and facilitated in creating a stress reduced atmosphere. 
● Managed evaluations and reviews, standardizing procedures, internal Help Desk ticket distribution, prioritizing and escalating trouble-calls. 
● Implemented support tools to help automate time-consuming tasks 
● Benchmarked, analyzed, reported on, and made recommendations for the improvement and growth of the IT infrastructure and IT systems 
● Performed advanced troubleshooting for complex issues prior to escalating the issues. 
● Responsible for procuring IT equipment 
● Managed 200+ cell phone devices with AirWatch MDM solution 
● Reduced hardware expenses by repurposing old hardware effectively. 
● Led projects on implementation of software/hardware solutions for more than 800 end user devices. 
● Participated in integration projects to help achieve the projects deadlines.

Frontline support technician for more than 1400 end users. 
● Led the project for transferring inventory to Track-It and maintained the inventory on regular basis 
● With the lack of tier system, assumed responsibility for 2nd/3rd tier support for certain issues 
● Help team members with advanced technical issues 
● Work closely with other teams to resolve issues 
● Actively giving suggestions to department supervisor for process improvement 
● Helped department supervisor eliminate certain processes and replace them with time saving and more efficient processes 
● Responsible for delivering support through telephone, desk-side visits and email. 
● Documenting problem details in professional manner 
● Troubleshooting user problems relating to operating system issues, Network Connectivity, TCP/IP configuration, Microsoft Office, iPhones, JDE, Internet connectivity and more

Air Canada and Canadian Wheat Board Accounts) 
 
● Responsible for delivering support through telephone, desk-side visits and email. 
● Worked as advisor for desktop support team to provide software and hardware break service and training requests. 
● Used PC-Duo remote control solution in support of Lotus Notes, Microsoft office and other applications. 
● Investigated issues reported by customers in a timely and efficient manner 
● Documenting problem details in professional manner