WORK EXPERIENCE

Algonquin College

In my current position at Algonquin College, I manage over 180 printers across three campuses, supporting approximately 2,000 staff and 20,000 students. I oversee all aspects of printer hardware, software, and inventory using various administrative tools. I generate reports in Power BI and manage student print balances through Papercut print management software. I am also responsible for financial processes such as end-of-month billing and invoicing. Additionally, I provide advanced IT support and troubleshooting services at the Ottawa campus.

In my previous role, I managed the student financial system (AC-Cash) as well as departmental computers, software, and printers. I regularly led team huddles, collected and analyzed Net Promoter Score (NPS) data, and presented findings to management. I collaborated with system administrators, business systems analysts, and project managers to support and oversee multiple projects. For more details, please refer to the Projects tab.

University of Guelph

At the University of Guelph, I was responsible for managing all IT infrastructure for the Animal Health Lab, directly supporting over 400 users. My duties included account administration, network share management, security group configuration, and email listserv maintenance. I provided hands-on support for computer issues, user training, and IT troubleshooting via phone, email, and the all-other IT systems. I also documented standard operating procedures and technical resources in a centralized knowledge base. A major part of my role was overseeing the IT lifecycle upgrade from Windows 7 to Windows 10, including progress tracking and coordinating the transition for all 400 users.

This position offered a unique opportunity to expand my skills beyond a traditional Windows environment. I gained valuable experience working with specialized lab hardware and software from vendors such as Siemens and Fisher Scientific, supporting both general IT operations and industry-specific Linux systems.

City of London

In my role at the City of London, I served as Tier 2 IT support, handling escalated tickets from the IT endpoint management system Ivanti HEAT and being dispatched to various municipal buildings across the city. I provided in-person and remote troubleshooting for both software and hardware issues, along with end-user training.

A key responsibility was supporting the organization-wide migration of over 2,000 employees from Windows 7 to Windows 10. This involved imaging systems using SCCM, installing department-specific applications (such as financial software, CAD tools, and monitoring utilities), and configuring integration with specialized peripheral devices. Examples include software for managing city building lighting systems, printers for producing street signs and taxi licenses, wide-format printers for city planning, and security systems for public amusement parks.

This role allowed me to sharpen both my technical and customer service skills. I believe this combination is what sets me apart from other IT Specialists delivering effective solutions while maintaining strong user relationships.