IT consultant, Team Leader, Machine builder, Field Service Technician

Summary:

Currently pursuing certification as a Microsoft Python Developer. I bring over 18 years of hands-on experience as a Field Service Specialist in the technology industry. Since 2016, I’ve operated as a self-employed, registered professional, successfully leading and delivering a wide range of technical projects for Fortune 500 companies—including IBM, Dell, and Estée Lauder—as well as government agencies and private sector clients.

I’m recognized for my ability to provide in-depth technical expertise, strong leadership, and strategic insight that drive results. My career reflects a consistent track record of managing complex initiatives, solving challenging problems, and ensuring the smooth execution of mission-critical solutions across diverse environments.

Career Highlights:

Electro-Mechanic, IT and POS Hardware Support Field Service Technician at BFG Enterprise Services

Aug 2024 - Present

Hardware Diagnostics & Repairs: Expertly identify and resolve hardware issues for enterprise-level companies, pharmacies, and well-known franchise restaurant brands.

SLA-Driven Hardware Replacement: Replace and repair Blood pressure machine, POS components, Kiosk, Workstation, Server and more network based devices, while maintaining strict adherence to SLA priorities.

Cross-Functional Collaboration: Report and escalate issues efficiently to management, working closely with support teams to ensure quick resolution and customer satisfaction.

Efficient Communication & Issue Tracking: Utilize Portals, Service Now, MS Teams, O365 tools, SharePoint, for seamless communication, ticket management, and issue resolution, ensuring efficient workflow across departments.

Project installation Team Lead at Accenture (through Si Systems), for a Metrolinx/TTC/Presto Companies’ Project.

Feb-2022 – Mar-2023

Responsibilities include people management, dispatch, team inspection, coordination between teams, Liaison with management and stakeholders.

Led installation and inspection team consisting of 16 technicians.

Monitored online activities of Fare payment devices through SQL Server and created queries.

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

Improved operational efficiency by implementing PCI compliance procedures and requirements.

Swiftly troubleshoot and resolved onsite technicians’ issues within 30 minutes of receiving a call ticket.

Managed controlled incident resolution, prioritized and escalated issues as necessary.

The 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- State Street Bank in the US- (Through HCL)

Oct-2021- Feb-2022

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

Took the initiative to manage and coordinate incident management bridge calls and chats with production

management, application development, infrastructure teams, and senior leadership.

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

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

IT Specialist and E-waste Project Lead at Estée Lauder Companies- (Through HCL)

Mar-2020-Oct-2021

Spearheaded the e-waste recycling initiative at Estée Lauder, discovering the whereabouts of over 500 missing Electronic devices across the USA and Canada.

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

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

Implemented software and operating systems using Microsoft cloud-based enterprise tools daily, including AD, SCCM, Windows Autopilot, MDM (Microsoft Intune), End Point Configuration, and o365.

Documented all activities and incidents in the Service Now software, ensuring a comprehensive record.

Electro Mechanical Field Service Technician- (Fare Collections) Scheidt & Bachmann

Jan-2018-Mar-2019

Repaired, troubleshoot, modified, and tested S&B Fare Gates and Ticket vending machines (Presto Machines) at TTC Subway Stations, Streetcars, and Go stations in the Greater Toronto Area (GTA).

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

Maintained Fare gates and presto machines, installed 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.

Educated 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. Jan-May-2017

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

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

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

Field Technician-Uber Technologies Mapping Project-Toronto. Jun-Dec-2016

Staged equipment and conducted rigorous testing in accordance with company policies, ensuring equipment met quality and performance standards. Connected electrical systems for newly installed equipment, ensuring seamless integration with existing vehicle systems.

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

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

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

Feb-2012-Feb-2014

Repaired POS Terminals, Pin pads, and Self-Service Payment and Information Stations across a diverse range of establishments, including restaurants, cinemas, retail stores, drugstores, supermarkets, hotels, and hospitals. Conducted field services on computerized equipment, identifying malfunctions, hardware/software issues.

Performed POS Project installation: For a small project worked alone, for a medium-sized project -Led and mentored junior team to complete projects successfully.

Installed, Configured and Repaired POS Systems, Self-service Kiosks, Computers, QSR, receipt Printers, MSR, Pin pads, Cash drawers, Scales, Barcode Scanner, and other peripherals.

Ran and crimped Network cable (RJ-45), tested and configured wired and Wireless network equipment.

replaced hardware and Implemented software.

Additionally, Installed and maintained Kiosk standalone and queue management systems and smart carts in drug mart retail chain stores. Maintained Lottery and STB machines at online Horse Racing gambling stations.

Senior Field Service Technician-DELL

2009-2014

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

Analyzed and troubleshoot system failures, demonstrated a strong aptitude for problem-solving.

Installed operating systems and replaced parts as required, maintained a high standard of technical proficiency.

Engaged in daily communication with Dell sites worldwide, fostered effective collaboration and support.

Analyst and Service Lab Technician- IBM

2006- 2009

Repaired IBM and LENOVO computers, IBM POS systems, IBM receipt printers and IBM cash drawers.

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

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

Played a pivotal role in constructing and developing and deploying IBM & Lenovo Operating System images.

**EDUCATION / TRAINING**

2025- Certified PharmaSmart Blood pressure Standalone Service Technician.

2024 - 18 Certifications by Ricoh Company.

2022 - Toronto Transit Commission (TTC) - Working on Railway Tracks Safety Training.

2022 - Payment Card Industry Data Security Standard (PCI DSS) Training.

2018-2020 - Canadian French Second Language Program (FSL) at Mary wards School, Toronto.

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

2009-2013 - Dell Computers - 68 Dell Expert Certifications.

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

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

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