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Desktop Support Service

Mississauga, Ontario, Canada
April 23, 2019

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**** ****** ******* ***

Mississauga, ON, L*V *Z*


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Demonstrated knowledge and experience supporting and training customers on various technical installations.

Strong tasks and project management skills used to deliver high quality results and manage stakeholders.

Driven self-starter with strong analytical skills applied to troubleshooting and preparing project documentation.

Articulate communicator with proven success delivering outstanding performance.

Practical technical proficiency in networking, systems design, architecture, systems analysis and change management.


To obtain a technical or equipment support role in a progressive organization where I can contribute the value of my diverse technical and project management skills in a challenging environment of opportunity and growth.

Experience Summary

End-user Train/Support

Project Management

Quality and Acceptance Testing

Travel to site rollouts

Stakeholder Management

Enterprise Installations

Maintain and Develop SOPs

Remote and Mobile Support

Customer Service

Test and Release Management

Project Management

Professional Experience

December/14 – Present University Health Network Toronto, ON

Senior Analyst – SharePoint Subject Matter Expert

Monitoring, migration and backup of SharePoint 2013 enterprise farms at University Health network.

Provide functional guidance to Site Collection Managers and promote new collaboration tools and other applications to help improve efficiency and increase productivity.

Work with SharePoint Team, Development Team, and Site Collection Mangers to define governance, standards, and policies.

Translate client needs into technical/ functional requirements of the platform

Work cross-functionally to effectively guide projects from concept to deployment and post-release support.

Liaise with developers and designers to enhance site features as required

Provide input, direction and oversight on activities supporting departments such as IT/development, and QA as required.

Troubleshoot technical incidents with SharePoint environments.

Built strong customer relationships and partnerships with internal departments.

Lead local training sessions and provide functional guidance to end users

January/13– November/14 VIA Rail Toronto, ON

Support Technician Level 2&3 and SharePoint Administrator (Contract)

Supported end-users across Canada with technical and equipment issues.

Travelled to remote sites to install equipment and train local administrators and users.

Responsible for all site specific installation, configuration, training for network, PC, mobile and peripheral equipment.

Accountable for following acceptance test plans and delivery to project timelines.

Managed the shipment and coordination of all site specific deliveries related to installation work.

Built strong customer relationships and partnerships with internal departments.

Participated and engaged industry associations for networking and learning opportunities.

Troubleshot network and telephony issues

6189 Silken Laumann Way

Mississauga, ON, L5V 1Z3


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April/11– October/12 Peel Region C.A.S. Mississauga, ON

Support Technician and SharePoint Administrator (Contract)

Fielded incoming service requests from end-users via telephone, web based service desk software and email.

Managed information about problems and analyzed diagnostic procedures to troubleshoot errors.

Responsible for complete support lifecycle from research to deployment of department SW and HW solutions.

Worked directly with Information Systems Manager and Network Support Specialist to manage project deliverables.

Accountable for SharePoint and InfoPath development and driving user engagement through training sessions.

Performed duties as Product Specialist during large installations and acted as liaison between integration and the service desk during these projects.

December/08–February/10 Total Technology Innovations Mississauga, ON

Systems Support Administrator (Contract)

Managed local administration and maintenance of data and telephony portfolio.

Created quarterly senior and leadership training lunch and learns.

Established end-user equipment and usage acceptable usage policies.

Served as primary escalation point for customer issues, including hands-on resolution of issues as necessary.

Managed all day-to-day operations for BlackBerry server and Cisco Unity operations.

Liaised with partner service providers to troubleshoot escalated cases.

July/04–October/08 Mackenzie Financial Mississauga, ON

Systems Support Coordinator

Provided 2nd level Desktop support to the user community for all deployed equipment.

Acted as the liaison between the various business units and IT departments, to analyze and agree jointly on the systems initiatives, scope and prioritization.

Developed and managed training procedures on, troubleshooting and problem resolution procedures/methods to other Service Desk staff.

Lead the BlackBerry server administrator team.

Traveled to satellite offices, for consultation, installations and regular scheduled proactive technical training

Oversaw software implementation projects and programs related to support initiatives.

Provided support to MAC end users, and performed installation and upgrades to MAC hardware.

Participated in Disaster recovery exercises regularly.

March/03–July/04 BlackBerry Waterloo, ON

Systems Support Coordinator

Provided level 1 and level 2support for Blackberry wireless products and mobile software solutions.

Supported customers with level 2 and level 3 issues in all areas related to mobile and BlackBerry server usage.

Worked with Sales team during pre-sales engagements as product expert for blackberry solutions.


October/05 Toronto School of Business Toronto, ON

MCDST Certified Technical Associate

November/04 BlackBerry Waterloo, ON

BlackBerry Certified Technical Associate

November/99-March/02 DeVry University Toronto, ON

Computer Information Systems Diploma

March/00 Microskills Rexdale, ON

A+ Certification

Shawn Jones, MCDST, A+

Shawn Jones, MCDST, A+

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