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Profile

Dedicated and accomplished IT professional with robust expertise in system administration, network engineering, and technical support. Proficient in managing Windows-based networks and enterprise storage systems, demonstrating a specialized proficiency in virtualization technologies such as VMware and Hyper-V. Acknowledged for deep expertise in cloud platforms, including AWS and Azure, leveraging these environments to optimize IT operations, enhance system performance, and drive business efficiencies. With a passion for managed services and a commitment to implementing industry best practices, I excel in guiding teams, resolving technical escalations, and contributing significantly to organizational success.

Professional Experience
JTEK Solutions, Senior Systems Analyst
09-2021 – present | Remote Worker
  • •Provide Tier 3 helpdesk support for approximately 300 mixed dental/medical environments, using a range of PMS, EMR/EHR, and Imaging Platforms such as Dentrix, Cleardent, ABELDent, EPIC, CERNER, and TelusHealth.
  • •Working knowledge of iTrans/CDANet, DentalXchange/eClaims, MCEDT, Go Secure, and various other clearinghouses.
  • •Configure domain and workgroup members and controllers remotely for cutover, handle migration, consolidation and decommission tasks.
  • •Administer routine and incident related BCDR tasks including Veeam Recovery, System Imaging, and routine backup and DR tasks.
  • •Collaborate with vendors and third-party teams to perform root cause analysis on escalated incidents. Working relationships with Pax8, SherWeb, Ingram
  • •Active management of CrowdStrike, SentinelOne, AutoMox, Meraki, Fortigate and Proofpoint Deployments
  • •Smaller scale experience with Azure and AWS cloud deployments for RDP, VoIP and web hosting.
  • •Mentor Tier 1 and 2 techs, fostering growth and development in various dental and medical PMS systems.
  • •Experience with DICOM, CAD/CAM, CBCT, CEPH, PAN, intraoral cameras, sensors, and other medical equipment.
  • •Familiar PIPEDA, PHIPA, and HIPAA regulations and their application to daily operations.
    • IT North Solutions | Calgary Digital, Consulting/365 Instructor
    09-2018 – 04-2021 | Havelock | Calgary
  • •Founded and managed small IT consultancy, providing a broad array of services to business and residential clients. Services included network cabling, hardware setups, and IT support.
  • •Combined roles to perform Microsoft 365 instruction and consultancy services. Developed and instructed Microsoft 365 office suite courses for small adult groups, including individuals with language barriers.
  • •Administered both routine and incident-related tasks, conducted practical and theoretical assessments based on real-world scenarios, and maintained required student records.
  • •Assisted clients with hardware moves and decommissions during the pandemic, and briefly hosted and managed an Exchange server for email services, later migrated to 365. Adaptable approach to meet client needs and ensure timely and satisfactory project completion.
    • Airnet Wireless, NOC Engineer
    07-2017 – 02-2019 | Grafton, ON
  • •Monitored network traffic and activity for nearly 2000 endpoints, including APs, CPEs, and critical network infrastructure.
  • •Efficiently triaged, dispatched, and scheduled customer and technician queues to optimize workflow.
  • •Provided phone, email, and social media support for 1,300 subscribers, enhancing customer satisfaction.
  • •Demonstrated proficiency in Layer 2 and 3 protocols, such as OSPF and BGP, as well as routing and switching fundamentals.
  • •Applied working knowledge of the OSI Model, IPv4, and IPv6 technologies in daily tasks.
    • Geek Squad (Best Buy Canada), Level III Technician
    02-2012 – 04-2017 | Toronto | Belleville
  • •Troubleshot, diagnosed, and repaired client devices, conducting root cause analysis to prevent future issues.
  • •Performed hardware and component installations and tuning, ensuring optimal performance.
  • •Managed part queues, ordering, RMA, and dispatching to maintain smooth operations.
  • •Coached sales and technical associates, fostering a positive end-user experience while maintaining department profits.
  • •Collaborated with team members to deliver outstanding customer service and technical support.
    • Education
    Loyalist College, Business Administration
    09-2012 – 05-2014 | Belleville, ON
  • •Graduated with a 3.9 GPA
    • CompTIA A+, 220-1001, 220-1002
    CompTIA Network+, N10-007
    Cody Richards