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Work experience

Jan 2019Current

IT Service Desk(Student)

Canadian Air Transit Authority

Create objects, perform password resets and update objects in Active Directory
Install software, and other peripherals for end users
Work on tickets submitted via email, and assist end users that come directly to the Service Desk
Troubleshoot hardware and software problems end users report
Image new Laptops and Workstations for use by end users, and ship them out if necessary
Set up and tear down of board rooms based on booking requirements

Feb 2017 Aug 2018

Hosted PBX Support Technician

Primus Management ULC

Provide phone and email support to Business and Enterprise class Hosted PBX customers
Performed hardware and software troubleshooting for the HPBX service
Am a part of the on-call rotation for emergency support of critical issues.
Wrote a Bash/Perl script that helped validate whether or not a GRE was set up for each client
Configure Cisco Routers 1841 routers, and 8 to 24 port switches for use on the dedicated VLAN for voice traffic
Installed and set up our new HPBX& Level II wiki. This contains all the relevant knowledge for the team, including information on issues that do not occur often.

Mar 2015Feb 2017

Priority Business Technical Support Representative

Primus Management ULC

Provided front line support to Business clients
Performed hardware troubleshooting of DSL, Lan Extension, BeX and Web hosting services
Assisted with duties in keeping tickets up to date Follow up with clients within the SLA
Created a web tracker that helps track time spent on projects
Assisted in creating an app that tracks important tickets so all team members are aware of important issues.
Trained new members to the team, with new material and expanding on existing skills.
Was a part of the on-call rotation to take care escalated issues on off hours.
Provided HPBX Small Office support, which entails smaller VoIP set ups, quality issues, and general troubleshooting.
Took escalations, and handled irate callers when escalation was required.

Dec 2014Mar 2015

Residential Technical Support Representative

Primus Management ULC

Provided front line support of residential customers
Provided technical assistance to customers over the phone
Created a network utility to make it easier to troubleshoot issues customers were experiencing for OSX devices
Assisted with the Ticket generator used for creating tickets
Was a part of the offline team, and took escalations from other agents as required

Apr 2014Sep 2014

Infrastructure Technology Officer

Treasury Board Secretariat

Provided support across the Eastern Ontario Region
Remotely imaged, and deployed software
Managed On-Site inventory for loaner equipment while Hardware/Software issues were resolved
Onsite support and travel support
Tickets were assigned through Remedy(Notes, ticket history, possible fixes)

May 2013Sep 2013

Deployment Technician

St. Lawrence College

Imaged Computers in labs using Symantec Ghost
Completed a full inventory of PC hardware in the college
Repaired and replaced hardware as needed.(Computers, projectors, printers, etc.)
Resolved software issues with Windows, Mac and Linux computers


Sept 2018TBA

Computer Engineering Technology(In Progress

Algonquin College

Programming focussed program with hardware sections as well.

SEPT 2018Present

Computer Engineering Technology

Algonquin College, Ottawa
Sep 2012May 2014

Advanced Diploma, Computer Networking and Technical Support

St. Lawrence College