IT Manager

To obtain a position where I can utilize my skills and experience in a fast paced environment requiring organized and highly motivated professionals. I am looking for an organization that values customer service.

Marketwire, Toronto, ON 10/11– Present
Manager, NOC

• Manage team of 6 that oversaw network operations and monitoring of all IT systems. Team also responsible for helpdesk support (Tier 1 and Tier 2 Support)
• Provide remote support of users in Canada, US, UK
• Worked to improve image of team through customer service training of NOC engineers and development of personal relationships with other departments
• Procurement/Deployment and Support of Windows 2003/2008(R2) servers
• Reduced resolution times through improved time management of team members
• Researched and implemented company intranet via Sharepoint 2010, acted as site administrator
• Worked as project team member to implement new SCSM (Microsoft System Center Service Manager incident management system) to replace existing ticketing system
• Chair of change control board
• Implemented 4 new Avaya phone systems
• Redefined change management process
• Maintained phone systems in all 11 offices


Algorithmics Inc., Toronto, ON 02/10 –10/11
Manager, Service Desk

• Responsible for the improvement of overall service desk performance
• Oversaw the refinement of service desk process' to reduce resolution times
• Transitioned organization to Win 7 and Office 2007 suite
• Managed User accounts and permissions in SAP
• Maintained Microsoft exchange 2003 server in clustered environment
• Managed Blackberry server and devices as well as corporate wireless contract.
• Managed digital to VoIP phone project, oversaw the transition of digital to VoIP sets across the global organization including replacement of PBX
• Reduced telephony costs by implementing MPLS network between global sites to route voice traffic
• Worked with compliance team to prepare and pass SAS 70 type 1&2 audit


Canpar Transport LP., Mississauga, ON 06/08-01/10
Manager, Desk Side Support

• Managed a team of 15 technicians.
• Mentored staff to ensure that employees had required training to perform duties to standards
• Worked within VM ware virtual environment, managed virtual servers along with virtual desktops.
• Worked with NOC manager to ThinApp custom applications for ease of rollout.


The PIC Group/Durham Contact Centre, Oshawa, ON 03/03-06/08
IT Manager/System Administrator

ITIL Foundations Certification, 2007
Learning Tree Management Institute, Toronto, ON
• Best Practices course for ISIT processes and procedures. Incident, Problem, configuration, release management. All ITIL theory covered in course.

Computer Networking Systems Diploma, 2004
Seneca College of Applied Arts and Technology, North York, ON

• Hardware Repair, Active Server Pages, Win 2000, Win XP, Linux Administration, Windows 2000/2003 advanced server, SQL, Perl, TCP/IP, IPX/SPX, ATM, Frame Relay.
• Exempted from College level English.

Bachelor of Science, Computer Science, 1998
Brock University, St. Catherines, ON

• Completed two years of four-year degree. Java J++, Machine Language, Database theory.