Technical Support Analyst

I provide tier 2 support for 400 staff and contractors at TVO working in a mixed Windows and macOS environment. I am also responsible for:

  • Developing and implementing plans to upgrade all Windows workstations from Windows 7 to Windows 10
  • Developing and implementing plans to upgrade all macOS workstations to at least macOS Sierra to ensure compatibility with Office 365 applications
  • Administrative tasks for Office 365
  • Developing and implementing plans for MDM and MAM via Microsoft Intune
  • Implementing and supporting new collaboration and access technologies that allow staff to work remotely
  • Developing and maintaining support documentation for all systems, to be used by all support tiers

Client Services Support Specialist
Ontario Securities Commission

  • Providing first-contact support for 600+ users in a Windows domain environment
  • Supporting Office 2010 applications and Lotus Notes as core competencies
  • Supporting Office 2016 and Office 365 Pro Plus
  • Developing and maintaining support documentation for a wide variety of secondary software packages including forensic investigation, financial and accounting, and database design and management software
  • Participating in the planning and execution of operational projects affecting all users, including the migration of all mail-enabled users from Lotus Domino to Exchange Online (Office 365) and migration from BlackBerry handheld devices to iPhones
Notable accomplishments: compiled and codified Helpdesk operational procedures into a single document that is currently used for all new-staff onboarding; developed a point-ranking system for applicant co-op students that reduces friction and increases efficiency in the selection process; identified several technologies in place that could be leveraged for greater purposes for both the Helpdesk and the end user groups

Ongoing initiatives: enabling centrally-managed, policy-based full disk encryption for all endpoints; replacing Client Services Support systems with a modern and integrated incident management and workflow management solution; creating custom scripts and GUIs for Client Support Services Specialists to complete repeatable tasks with increased efficiency; replacing workstation hardware for all end users

IT Administrator
Timbercreek Asset Management Inc.

  • Acting as an IT generalist and providing support for users
  • Designing and reviewing technology infrastructure
  • Developing and testing Disaster Recovery and Business Continuity measures
  • Managing third-party technology vendors and channel partner relationships
  • Managing internal and external Service Level Agreements
Notable accomplishments included: migrating email from Exchange 2007 to 2010, then to Office 365; implementing WSUS and WDS to manage workstation updates and corporate images; completing corporate migration from Windows XP to Windows 7; Implementing Group Policy to help manage corporate compliance with CASL and to improve overall security and compatibility across all operations; implementing LogMeIn as a consolidated IT fleet tracking system; virtualizing and updating aging server farm components; implementing Mobile Device Management; implementing updated telecommunications billing practices

Support Technician
ProServeIT Corp.

Working as part of a team of Support Technicians to provide technical assistance to users in a variety of environments for multiple clients, my responsibilities were broad and varied and included:

  • Desktop support for Windows operating systems ranging from Windows XP to Windows 8
  • Desktop support for Apple operating systems ranging from OS X 10.4 to 10.8
  • Server support for Windows operating systems from Windows 2000 to Windows 2008 R2
  • Application support for Microsoft Exchange 2003 to 2010
  • Application support for Microsoft SharePoint 2003 to 2010
  • Project implementation, including installation, configuration, and user/administrator training, for Microsoft SharePoint 2010
  • Project implementation for small-business wireless networks
  • Project implementation for corporate migrations from Windows XP to Windows 7
  • Design and configuration of desktop disaster recovery scenarios
Notable accomplishments included delivering detailed documentation of work plans, project as-built documentation, and user-facing documentation in deliverable formats prior to deadlines and the implementation of integration between PSA and RMM software

Security Operations Analyst
eSentire Inc.

  • Reviewed and acted on alerts generated by security management hardware appliances installed at client locations
  • Designed and developed policies, procedures, and processes related to the configuration, validation, and deployment of the same appliances


Trent University
Honours BA in Computer Studies and Philosophy, Class of 2004

2015 - Website Coordinator
Playground - http://playgroundconf.com/

Maintaining, updating, and troubleshooting the website for this sex-positive, inclusive, & intersectional sexuality event, including managing WordPress updates, monitoring spam and comment queues, modifying CSS to ensure proper element display across themes, and image editing


Microsoft Certified Information Technology Professional: SharePoint Administrator 2010 Administrator

Digium Certified Asterisk Administrator

Microsoft Certified Solutions Associate (Charter Member): Windows 8

Microsoft Certified Professional

Microsoft Certified Technology Specialist: SharePoint 2010, Configuration

ITIL Foundation Certificate in IT Service Management