GMS Live Expert supports your branding by providing a transparent extension to your IT services and help desk. Your customers receive – 24/7 help desk supporting to troubleshoot and fix all 3rd party and OS issues at the workstation and server level. GMS technicians (mentor’s as we call them) leverage your RMM tools to remotely control the users desktop to expedite the support process. We use Zenith, Continuum, Automate Endpoint Manager, Labtech Control Center, Ninja RMM, LogMeIn, ScreenConnect, SolarWinds N-Able, Kaseya, RDP, VNC, Intermedia, Rackspace and Office 365.
Successfully managed the IT projects for the nationwide growth from 26 to 71 locations. As Office365 admin, supported Outlook Exchange, Sharepoint Online, and all Office applications. Providing remote support using Citrix GotoAssist and GotoMeetings. As RingCentral admin, configured and supported the cloud-based PBX. As ZenDesk admin, configured and managed the support ticket system. As Booker & Hirefrederick admin, supported the CRM for all 71 clinics. Engaged, developed and maintained vendor relations with our many ISP's, web developers, hardware and software vendors, and outsourced installation and maintenance technicians.
Created a Managed Support Provider agency. We service many home office and small business clients across North America specializing in managed Office 365, cloud backup solutions, virus protection, updates, upgrades, and many other troubleshooting and tune up needs. Experienced with many remote support utilities like LogMeIn, GotoAssist, TeamViewer, Zoom, Skype and other hosted Conference Calls apps.
Created and managed a digital ad agency. Growing revenues last year by 200% by building long term relationships with current customer base with monthly SEO campaigns. Experienced managing domain names, DNS, cPanel and WHM accounts. Experienced designing in Wordpress, Boostrap, HTML5, and CSS. Created sales funnels that turn traffic into paying customers. Experience with email marketing software like Aweber, GetResponse, and TrafficWave. Ran successful Facebook Ad campaigns and Google Adwords campaigns. Experienced with remote support and access using TeamViewer, Zoom, Skype and hosting Conference Calls.
Assisted on Infrastructure projects leading to business growth from 76 to over 100 clinics. Experienced admin and support on Wyse thin clients and Windows 7/8 clients using Citrix Receiver connecting to Citrix XenApp running on Microsoft Server 2008. Provided support to executives and clinic staff on the custom CMS and all Office products. Worked directly with BlackBox technicians and NOC at Century Link & GLS for networking issues and support on Cisco routers, switches and firewalls. Experienced using BMC's Track-IT ticketing system and provided remote support using LogMeIn Rescue and RDP.
Large national call centre environment. Quickly learning how to support evolving technologies and supporting the call centre staff by providing training as shift supervisor. Provided support via Chat with up to 3 clients at a time. Handled all calls on the Avaya inbound calls system and Remedy tracking systems Became subject matter expert for Cable TV products and services, Wi-Fi, wireless, WiMAX, hybrid fibre-coaxial Internet and home security services.
Completed several IT migrations, conversions, upgrades, roll-outs, POS and IMAC projects for major retailers across the Atlantic provinces in Canada. Prepared WBS and managed the team's work to be completed on time and under budget. Specializing in Just-In-Time service delivery on a variety of deliverables from printer installations and repair, to home office back up and restore of data, to server upgrades and maintenance.
Team leader on several high profile projects, like OS/2 to Windows 2000 migration for provincial credit union, Token Ring to Ethernet conversion project and the Lotus Notes to Exchange migration projects as well. I successfully ran critical IT missions to revive downed servers and network connectivity issues for the National Bank in their many branches surrounding the greater Montreal area. Specializing in Server maintenance, router installs, POS and ATM installation, configurations and networking issues problem solving.
PMI.org Southern Ontario Chapter License 3173531
ITSM - Certificate in IT Service Management
from EXIN License 968679
SCRUMstudy - Accreditation Body for Scrum and Agile
Installing, Configuring, and Administering Microsoft® Windows® XP Professional License 3603430
Associate Server Certification v10.
Foundations 2010 Portables and Desktops
CompTIA License ld9dtt5348
CompTIA License lbfdtt528d
CompTIA License i08dtt0793
CompTIA License i3fdtt081b