Career Path

Experience.

A precise track record of delivering high-availability systems and support in regulated government and healthcare sectors.

Oct 2023 - Present Central West Region

Ministry of Solicitor General (SOLGEN)

Providing expert on-site and remote support to Court Support Division, Judiciary, and judicial support staff for hardware, software, and mobile devices.
Managing virtual meeting platforms (MS Teams, Zoom, Justice Video Network) and multimedia AV devices.
Delivering Tier 1/Tier 2 support to VIPs including judges and Court Support Division staff across the province.
maintaining Active Directory users, computers, mailboxes, distribution lists, and Group Policies.
Coordinating widespread desktop equipment installation, imaging, and reallocations.
Leading technical issue resolution through comprehensive analysis and vendor liaison.

Apr 2023 - Oct 2023 Toronto

Jolera Inc.

Processed and assigned service tickets, maintaining ownership throughout the incident lifecycle.
Administered desktops, laptops, and peripherals for specific client locations.
Escalated high-profile issues to Service Desk Management for specialized handling.
Responded to onsite outage scenarios and provided technical guidance to end users.
Documented all technical activities and maintained compliance with internal controls.

Mar 2022 - Apr 2023 Toronto

Ministry of Public Business and Service Delivery (MPBSD)

Provided triage and first-level support for access, hardware, software, and telecom issues.
Resolved 45+ tickets daily while interacting with executives and vendors.
Assisted Mobile IT team in migrating devices from Blackberry Enterprise Server to Microsoft Intune.
Contributed to root cause analysis of systemic problems to improve user experience.
Maintained a 95% success record in software and security upgrades.

Jan 2021 - Sep 2021 Mississauga, ON

Trillium Health Partners