End Point Services Support
Algonquin College
Total years of experience :23 years, 10 Months
Support Multi-Modal classroom equipped with the latest technology.
Provide advanced technology support for Extron - Crestron equipment on AV technology and its integration within
classrooms, huddle spaces, lecture halls, meeting areas, multipurpose rooms.
Plan and execute a preventive maintenance and pre-prepared troubleshooting steps for classrooms and
boardrooms to ensure its high availability and stability.
Maintain in-house equipment, troubleshoot problem areas in a timely and accurate fashion, and provide end-user
coaching and assistance where required.
The ITS Client Care Group provides frontline IT technical support to the college client community through face to face
service desk and call center operations.
Resolve IT related technical inquiries and issues from clients (staff, student, and community members), using a
variety of operating systems on a variety of device technologies.
Guiding the client, step by step, to a solution or by solving the problem.
Configures and troubleshoots computers, laptops and mobile devices, wireless and LAN connections and provides
support for Voice over IP (VOIP) phones and corporate applications.
Tracks, documents and researches technical issues in the ITS service request tracking software (SalesForce) and
knowledge base.
Prepare status report to management for all Hardware/Software updates and implemented patches for
improvement.
Supervise and monitor technical operations for all deployed IT H/S including virtual infrastructure and network
components and configurations.
Prepare ITSM documentations including SLAs and Service catalogs.
Update College IT knowledge Data Base and ITS Help website.
• IT strategy Development, Management and execution of IT Roadmap according to Business strategy and direction.
• Manage technical projects in alignment with organizational goals and direct the effective delivery of IT Services and processes.
• Managed the ITSM implementation lifecycle (ManageEngine Service desk Plus! - Desktop central), identification of needs & requirements, selection, implementation, go-live and support including infrastructure, applications and operational processes.
• Supervise a team of engineers, while working closely with management, external vendors and advisors to build a sustainable highly available infrastructure including development of IT Processes, Policies and Procedures
• Implement and Configure the Selected Tools to Automate the ITIL Processes and IT Projects.
• Acquire & Implement Enterprise Content Management (ECM) and Enterprise Workflow System.
Resume
• During transformation and restructuring phase, served as Customer Care Department Manager leading a team of agents meeting high customer satisfaction levels and meeting operational KPIs.
• Sales Force - Service Cloud administration (Setup - WOs - Assets - Workflows…)
• Accountable for architecture and deployment of operation and business support systems.
• Combine a working knowledge of the organization's systems, expertise in the business area as well as in current technology advances and IT capabilities to address issues and problems.
• Define project tasks and resource requirements.
• Develop full scale project plans.
• Assemble and coordinate project staff.
• Manage project budget.
• Manage project resource allocation.
• Senior Systems/Network Administrator
• Designing and building the whole network infrastructure between 12 branches (wired & wireless & WAN).
• Tuning up the performance of database to taking backups.
• Supervise ERP implementation from the beginning - starting from analysis and flow charts - supporting all departments' requirements to be customized on ERP as system policy.
• Review all the pending issues with ERP supplier to finalize all implementation process as planned.
• Internal Quality Auditor for ISO9001:2000 & 2008 requirements on the company since June 2006.
Upgrading the whole network infrastructure
Team member for Designing and programming the main system for Sales & inventory for the company.
Controlling & supervise Hand Punch Attendance System software.
Computer Science
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