Summary:

Results-driven Senior IT Consultant with a proven track record of success in leading and managing diverse IT projects for Fortune 500 companies, government entities, and private firms. Over the course of my career, I have actively participated in multiple short-term projects for both government and private companies. Possessing extensive experience, I am known for providing technical expertise, effective leadership, and strategic guidance to ensure the success of IT initiatives.

Career Highlights:

Freelance Contractor at MLO Technical Services 2016-2023

Participated in multiple short-term Projects (Government and private companies).

Senior IT Consultant with extensive experience in leading and managing diverse IT projects for fortune 500 companies, government, and private companies. Proven ability to provide technical expertise, leadership and project management and strategic guidance to ensure project success.

Team Leader at Accenture, for a Metrolinx/TTC/Presto Companies’ Project 2022 –2023

oManaged a team with responsibilities including people management, dispatch, team inspection, coordination between teams, and liaison with management and stakeholders.

oMonitored online activities of commissioned and decommissioned devices through SQL Server.

oWorked extensively on various networks and cloud-based systems, such as CyberArk, Soti-Mobi Control, SQL Server, Active Directory, Service Now, Palo-Alto, Microsoft Azure, and Office 365.

oLed the installation and inspection team consisting of 16 technicians.

oImproved operational efficiency by implementing PCI compliance procedures and requirements.

oSwiftly troubleshooted and resolved onsite technicians’ issues within 30 minutes of receiving a call ticket.

oManaged controlled incident resolution, prioritizing and escalating issues as necessary, involving business and technology partners.

oThe project achieved significant success and was highlighted in the Canadian transportation industry through media coverage: https://toronto.citynews.ca/2023/08/10/ttc-fares-tap-debit-credit/

Major Incident Manager- Online supported a Big Bank firm in the USA- (Through HCL) 2021-2022

oProvided remote support for a major bank in Boston, addressing issues with transactions that, if unresolved, could have significant financial implications running into billions of dollars.

oTook the initiative to manage and coordinate incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership.

oEstablished a robust command and control structure during incidents, ensuring clear accountability and ownership.

oConducted methodical evaluations of complex issue scenarios, facilitating efficient remediation of impact incidents within defined Service Level Agreements (SLA).

IT consultant and E-waste Project Lead at Estée Lauder Companies- (Through HCL) 2020-2021

oSpearheaded the e-waste recycling initiative at Estee Lauder, discovering the whereabouts of over 500 missing pieces of equipment across the USA and Canada.

oManaged ServiceNow tickets and provided support to over 1000 North American end-users, both onsite at the production factory and remotely.

oConducted computer refreshes and set up welcome packages for new employees.

oImplemented software and operating systems using Microsoft cloud-based enterprise tools daily, including AD, SCCM, Windows Autopilot, MDM (Microsoft Intune), End Point Configuration, and Office 365.

oDocumented all activities and incidents in the ServiceNow software, ensuring a comprehensive record.

oContacted vendors for warranty issues, handling Return Merchandise Authorizations (RMA).

oResolved a complex network issue in the sterile room (XP Room), a high-risk area for chemical production. ELC saved a significant amount and met the deadlines for supplying ordered materials.

Electro Mechanical Field Service Technician- Scheidt & Bachmann 2018-2019

oOperated both independently and within a team, focusing on the repair, troubleshooting, modification, and testing of S&B Fare Gates and Ticket vending machines (Presto Machines) at TTC Subway Stations, Streetcars, and Go stations in the Greater Toronto Area (GTA).

oUtilized Salesforce software to document, manage tasks and tickets, ensuring efficient navigation of work processes.

oInstalled software, collected debug files, and diagnosed, checked, and replaced various Electro-Mechanical moving parts and electronic components, including Sensors, Beams, Gates-Motors, PLC, Computer, Cables, Motherboard, Heater, PSU, Banknote system, Coin system, Pin-pad, Touch-screen, Card reader, and antenna.

oConducted troubleshooting of software, hardware, and network issues using specialized tools.

oTested and connected power cables, both high voltage and low voltage (220v-24v).

oEducated top management internationally about the resolution process for a persistent hardware issue with buzzing Presto vending machines during a telephone conference call.

IT Consultant-Great Canadian Gaming Corporation-Woodbine Casino IT Project. 2017

oExecuted the refresh of workstations and networking equipment in casino offices, ensuring optimal functionality and performance.

oFollowed company policies to image and deploy workstations, adhering to standardized procedures.

oConducted thorough testing of new equipment, documenting all relevant details and promptly reporting findings to the Project Manager.

IT Field Technician-Uber Technologies Mapping Project-Toronto. 2016

oStaged equipment and conducted rigorous testing in accordance with company policies, ensuring equipment met quality and performance standards.

oInstalled roof racks on vehicles and mounted 360 panoramic cameras, contributing to the successful execution of the mapping project.

oConnected electrical systems for newly installed equipment, ensuring seamless integration with existing vehicle systems.

oTook on the responsibility of training drivers in the proper operation of the systems, promoting efficiency and adherence to project requirements.

Senior- Field Technician-Computerized equipment and POS Systems- (Hospitality) Taldor IT.LTD 2012-2014

oRepaired POS Terminals, Debit Pin pads, and Self-Service Payment and Information Stations across a diverse range of establishments, including restaurants, gas stations, cinemas, retail chain stores, convenience stores, drugstores, supermarkets, hotels, and hospitals.

oConducted field services on computerized equipment, identifying malfunctions, hardware/software issues, and efficiently swapping printers, card readers, cables, and components.

oExpertly repaired scanners, displays, keyboards, and power supplies, demonstrating versatility in resolving a variety of technical challenges.

oRan network cables and connected high and low power voltage (220v-12v-9v), contributing to enhanced system reliability.

oAchieved a notable 23% increase in efficiency through streamlined processes and effective troubleshooting methodologies.

oEarned promotion to Seniority, taking on substantial responsibilities in overseeing and mentoring 15-30 Field Technicians.

oSuccessfully resolved an ongoing issue with a new model of IBM-Toshiba POS card reader (MSR), resulting in substantial cost savings for the company.

Senior Field Service Technician-DELL 2009-2014

oDelivered Pro Support repair services for Dell Computers (Laptop and Desktop) directly at customer sites, ensuring timely and effective solutions.

oAnalyzed and troubleshooted system failures, demonstrating a strong aptitude for problem-solving.

oInstalled operating systems and replaced parts as required, maintaining a high standard of technical proficiency.

oEngaged in daily communication with Dell sites worldwide, fostering effective collaboration and support.

oAchieved significant milestones, including the development of a global solution for a High-End Laptop's Motherboard, subsequently adopted by Dell on a worldwide scale.

oAcquired 68 Dell Expert Technician Certificates, showcasing a comprehensive understanding of Dell systems and earning recognition for expertise in the field.

Service Lab Technician and Test Analyst-IBM 2006-2009

oProficiently repaired IBM and Lenovo Computers, IBM POS systems, and receipt printers at the IBM national lab center.

oConducted thorough initial analyses of all machines arriving at the lab, identifying repair scopes and issues.

oOrchestrated work assignments for a 24-member Lab Technician team, ensuring a streamlined and organized workflow.

oManaged the procurement of hardware parts and maintained an inventory to facilitate efficient repair operations.

oPlayed a pivotal role in developing and deploying IBM & Lenovo Operating System images, with a specific focus on Windows XP and Vista.

oAccomplishment: Effectively pinpointed a comprehensive remedy for a production flaw in a particular laptop model, resulting in the widespread implementation of the solution by IBM worldwide.

EDUCATION

Canadian French Second Language Program (FSL).

2011-2012 MCITP - (Microsoft Certified IT Professional), At John Bryce College.

2009-2013 Dell Computers -68 Dell Expert Certifications.

2005-2006 Certified Computer and Network Technician (SAN College).

2004-Management and Professional Customer Service (Honors certification by Adam M. Institute).

2002-Sales and Customer Service (Maayan Institue).

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