Professional Experience

Senior Security & Network Specialist

PGW Auto Glass, Canada/USA (Remote) — Feb 2023 to Mar 2025

Provided remote IT support to 175 branches across North America, addressing networking, VoIP, and security camera issues.
Administered and maintained FortiManager and Cisco Meraki portals for enterprise-level network operations.
Planned and optimized wireless access point placement using heatmaps and architectural floor plans stored in the custom-built PITBAM platform.
Designed and built PITBAM, a branch info tool developed with HTML, PHP, and MySQL hosted on CentOS VM, enhancing technician and admin efficiency.
Managed printer fleet operations including provisioning, replacement, and print server setup using Windows Server 2019 and PowerShell.
Implemented SNMP monitoring, standardized community strings, and integrated alerts into OptManager.
Integrated 385 enterprise devices with Microsoft Intune; maintained inventory through PITBAM.
Authored SOP documentation and knowledge base articles to standardize support procedures.
Collaborated with vendors, local technicians, and management on VoIP, cabling, and DIA circuit upgrades.
Upgraded over 60 FortiSwitch units across branches to support new enterprise Wi-Fi infrastructure.

Senior Technical Consultant

VINCOVI Technology Solutions, Canada (Remote) — Aug 2022 to Feb 2023

Lead support consultant for a national client with 78 locations across Canada and expansion into the U.S.
Hardened and deployed Raspberry Pi kiosks for customer-facing applications.
Provided comprehensive M365/O365 support and administration for clients.
Developed and delivered a 45-minute cybersecurity awareness session focused on password hygiene and digital safety.
Performed advanced troubleshooting for Windows Server, DNS/DHCP, and connectivity issues across multiple client sites.
Configured and deployed Cisco routers, switches, and access points for enterprise environments, including remote warehouses.
Conducted network assessments and optimized infrastructure for performance and security across several small-to-medium-sized businesses.
Managed firewall rules, VLAN configurations, and VPN connectivity for secure remote access across client networks.
Installed and configured Meraki and Unifi wireless access points in distributed environments such as Sunterra meat processing facilities.
Worked directly with client stakeholders to coordinate project rollouts, provide documentation, and ensure timely resolution of escalated issues.
Implemented backup and disaster recovery solutions using cloud-based platforms and local appliances.
Supported hybrid Exchange/O365 migrations and user provisioning through Azure AD and Active Directory sync tools.

Certified Trainer / Technical Writer

A OH-K Technical Solutions, North America — Sept 2019 to Aug 2022

Delivered instructor-led training sessions for Microsoft Excel, Access, and CompTIA A+/Network+ certifications.
Developed a custom exam simulation site to enhance student exam readiness.
Designed and maintained comprehensive course curricula and training materials tailored for virtual delivery.
Tracked student attendance, submitted progress reports, and followed up to ensure continued engagement in remote environments.
Mentored and coached students one-on-one to reinforce key concepts and support exam preparation.
Managed virtual classrooms using tools such as Zoom, Microsoft Teams, and Google Meet to facilitate seamless instruction and interaction.
Provided onboarding and refresher training for WCB-related programs on behalf of partner companies and subcontracted organizations.
Authored detailed technical documentation and user guides to support learners and reinforce course content.
Collaborated with stakeholders to tailor learning objectives for corporate clients and adapt material to diverse learner needs.
Conducted post-training assessments and evaluations to gather feedback and improve future instruction delivery.
Ensured training compliance with company, client, and government requirements for professional development programs.
Facilitated live Q&A sessions, breakout group activities, and real-time troubleshooting of student lab environments during courses.

Senior Networking Specialist

ExxonMobil, Nova Scotia & New Brunswick — Jan 2017 to Sept 2019

Provided IT support for ExxonMobil sites across Nova Scotia and New Brunswick.
Repaired and maintained Dell PowerEdge servers; performed component-level replacements.
Monitored and maintained firewalls, UPS systems, and network hardware at L3/L4 data centers.
Designed Visio layouts and Excel-based network documentation.
Installed and maintained long-range Wi-Fi networks, SQL Server 2008 R2, Active Directory, Hyper-V, and VPN services at distribution centers.
Performed field hardware servicing including hard drive replacements, RAID controller swaps, and memory upgrades on Dell PowerEdge Servers and other enterprise hardware.
Coordinated laptop imaging, configuration, deployment, and surplus handling across multiple regional offices.
Procured, installed, and maintained blade servers; performed motherboard replacements and hardware diagnostics as required.
Provided local and remote support via VPN and RDP to troubleshoot user access, printer connectivity, and endpoint failures.
Decommissioned outdated infrastructure; labeled cabling, rack-mounted gear, and updated patch panels to align with new documentation.
Replaced UPS batteries and power modules in network closets and server rooms to maintain system uptime.
Worked independently across multiple Exxon sites, managing service tickets, shipping logistics, and field diagnostics under minimal supervision.

Senior IT Security Analyst

Sobeys Inc., Stellarton, Nova Scotia — Jul 2009 to Sep 2016

Supported 3500+ retail stores ensuring PCI compliance and secure image deployments.
Managed Active Directory, GPO structures, and QRadar SIEM alerts.
Implemented TPAM for secure vendor remote access and wrote PowerShell scripts for user provisioning.
Integrated newly acquired IGA and Safeway stores into existing Active Directory infrastructure and aligned access controls with corporate security policies.
Collaborated with IBM on implementing Single Sign-On (SSO) for SAP using federated identity protocols.
Configured and managed monthly retina scans for internal systems; coordinated quarterly external penetration tests with third-party vendors.
Compiled vulnerability assessments, wrote detailed remediation reports, and presented security findings to senior leadership including VPs and Directors.
Hardened gas station kiosk systems by locking down operating systems, disabling unnecessary services, and applying OS-level security baselines.
Developed and enforced SOPs to ensure endpoint, kiosk, and infrastructure compliance with PCI-DSS requirements.
Oversaw endpoint protection, security patch management, and centralized logging using QRadar and WSUS across retail and corporate environments.
Led incident response efforts for major security events, including containment, forensic analysis, and RCA documentation.
Built and maintained custom PowerShell automation scripts to streamline account provisioning, auditing, and compliance tasks.
Participated in change advisory boards (CAB) and helped define security implications of infrastructure upgrades and new deployments.
Worked closely with cross-functional teams including network, infrastructure, and application teams to ensure end-to-end system security.
Performed physical and logical access audits, managed identity lifecycle, and ensured audit readiness for internal and third-party reviews.

Technical Trainer / Campus Manager

Computer Generated Solutions Inc., Victoria, BC / Halifax, NS — Feb 2006 to Jul 2009

Delivered networking/security training for military personnel; developed DND courseware.
Led examination development for CISN-SUP and CISN-MAN programs.
Maintained campus IT infrastructure including multi-OS server environments and subnetted LANs.
Designed and delivered month-long training programs for Canadian Navy personnel covering system administration, network operations, and IT management fundamentals.
Developed specialized training modules for administrators, supervisors, and management roles within classified naval infrastructure environments.
Promoted to Campus Manager; managed four instructors and coordinated all instructional activities across multiple cohorts.
Collected, reviewed, and analyzed student performance data; presented progress and performance reports directly to commanding naval education officers.
Oversaw secure classroom operations and ensured training material met classified information handling protocols and clearance requirements.
Maintained grade records, tracked student progress, and documented learning outcomes for continuous improvement and formal review.
Granted high-level security clearance to deliver training in classified naval facilities, including onboard submarines.
Provided on-site instruction in advanced IT concepts and cybersecurity principles aboard active-duty Navy vessels, including system hardening and threat mitigation.
Played a key role in upholding DND training compliance and operational readiness through rigorous instructional quality and technical delivery.

Application Training Manager

Great Canadian Gaming Corp., Richmond, BC — Sep 2005 to Feb 2006

Developed and implemented corporate-wide application training strategy.
Designed manuals tailored to casino operations and provided head office support.
Designed and delivered role-specific training sessions for casino staff on Microsoft Outlook and custom-built financial and reporting systems.
Conducted needs assessments across multiple BC-based casinos to customize training materials based on site-specific workflows.
Created step-by-step documentation for casino systems handling financial inputs, shift reports, and internal audit compliance.
Collaborated with internal IT and finance departments to ensure application functionality was properly reflected in training modules.
Rolled out software upgrades and ensured smooth adoption by coordinating with site managers and frontline users.
Provided first-line application support during post-training periods, identifying knowledge gaps and updating training materials accordingly.

IT Consultant / Technical Trainer

IT North, Northern British Columbia — Contract 2009

Provided on-site network support to onsite to 200+ clients.
Trained clients in Microsoft technologies and managed Windows domain environments.
Managed MS Certified Partner program and prepared successful client proposals.
Commissioned to design and launch a new on-site training center to expand IT North's technical education offerings.
Developed full classroom infrastructure and instructional plans to serve local oil refinery administrative staff and corporate clients.
Delivered hands-on, instructor-led training in Microsoft Office, Windows XP/Vista, and general desktop usage for enterprise environments.
Conducted regular on-site technical troubleshooting, workstation configuration, and pre-troubleshooting diagnostics for SMB clients.
Managed and implemented backup strategies using Small Business Server (SBS 2003/2008) with emphasis on business continuity.
Installed and configured legacy systems including AmpliVentum backup solutions to support client data resilience.
Provided technical guidance to staff and end users on safe computing, patch management, and virus/malware prevention.
Balanced dual roles in both training and Tier 2–3 technical support, adapting to the needs of local businesses without remote learning infrastructure.

Help Desk Analyst Level 2 Support / Trainer

EDS Canada / Bank of America, Port Hawkesbury, NS — Jul 2003 to Feb 2004

Provided Level 2 technical support for over 800+ end-users across multiple departments.
Trained and mentored Level 1 analysts to improve ticket resolution times and reduce escalations.
Created detailed internal documentation and knowledge base articles for recurring issues.
Analyzed support ticket trends to identify training needs and knowledge gaps.
Supported and maintained Microsoft Active Directory, Citrix environments, and Exchange servers.
Led onboarding technical training sessions for new analysts to ensure smooth team integration.
Developed quick reference guides and SOPs to enhance response efficiency for common issues.
Collaborated with remote teams and vendors to resolve escalated network and server issues.
Documented technical solutions for internal wiki and knowledge base platforms.
Improved first-call resolution rate by implementing standardized troubleshooting workflows.
Monitored and responded to incident queues using ServiceNow and internal tracking tools.
Provided VIP support to senior staff and executives, ensuring priority issue resolution.

Microsoft Certified Trainer (Contract Basis)

Richmond, BC — Nov 2002 to May 2003

Delivered Microsoft Operations Manager (MOM) training to audiences ranging from 40 to 400 across the Western United States.
Selected as one of the first 100,000 globally recognized Microsoft Certified Trainers (MCTs).
Conducted live lectures and hands-on labs for IT professionals at conference centers, auditoriums, and partner training facilities.
Adapted course delivery dynamically to meet varied skill levels, from entry-level technicians to seasoned sysadmins.
Traveled extensively across multiple states to fulfill client training contracts under tight schedules.
Maintained and configured classroom lab environments to ensure seamless, hands-on learning experiences.
Collaborated with Microsoft Learning Partners and regional offices to align curriculum delivery with corporate standards.
Developed supplementary materials and Q&A guides to help reinforce complex MOM monitoring concepts.
Performed pre-course assessments and post-training evaluations to gauge knowledge transfer effectiveness.
Provided real-world deployment examples of MOM, enhancing the practical value of each session.
Assisted students with career-path and certification guidance, helping many achieve MCSA/MCSE tracks.
Ensured compliance with Microsoft’s training delivery guidelines and lab licensing policies.

Network Engineer (Contract Basis)

Custom Media, Vancouver, BC — Apr 2002 to Dec 2002

Provided on-site network engineering services to a variety of SMB clients across the Lower Mainland.
Designed and deployed LAN/WAN infrastructure, including routing, switching, and firewall configurations.
Configured DNS, DHCP (static and dynamic), and WINS for seamless name resolution and IP management.
Worked with multi-OS server environments, including Novell NetWare, various Linux distros, and legacy UNIX systems.
Integrated Samba services on Linux/Unix to allow NT4 domain authentication and seamless cross-platform file sharing.
Installed and configured enterprise-grade printers, queues, and driver repositories across networked environments.
Performed OS and patch updates, backup strategy implementation, and overall network health assessments.
Set up routers, switches, and hubs with custom VLANs and NAT policies tailored to client requirements.
Worked directly with a client base of professional musicians and studio engineers to deploy stable, secure systems supporting digital production tools.
Troubleshot complex networking issues across mixed-platform environments under tight timelines.
Wrote documentation and provided training to local IT staff to ensure long-term maintainability of each solution.
Performed post-deployment audits to validate stability, security, and performance of installed systems.

IT Manager (Contract Basis)

VancouverCoupons.ca, Vancouver, BC — Apr 2001 to Apr 2002

Founded and led a digital startup focused on delivering online coupons and local deals to Vancouver consumers.
Managed a cross-functional team of 8 developers, designers, and sales reps to deliver a scalable e-commerce platform.
Oversaw day-to-day operations of IIS web servers and SQL Server databases, ensuring uptime and performance.
Designed and maintained backend infrastructure, including user authentication, coupon tracking, and analytics modules.
Performed database administration tasks including schema design, performance tuning, and scheduled backups.
Developed internal tools and dashboards to support sales reporting and user engagement metrics.
Worked closely with sales and marketing teams to align technology delivery with campaign objectives.
Led weekly sprint planning and code review sessions to ensure timely and quality software delivery.
Implemented layered security practices to protect customer data and prevent coupon fraud.
Integrated third-party APIs for geolocation, email marketing, and coupon validation workflows.
Authored and maintained technical documentation, SOPs, and disaster recovery plans.
Provided 24/7 incident response and support, resolving infrastructure or code issues with minimal downtime.

Network Administrator & Technical Instructor

Compu College, Burnaby, BC — Oct 2001 to Nov 2002

Delivered instructor-led training for MCSE certification tracks using official Microsoft curriculum and labs.
Managed the college’s internal IT infrastructure, including Windows servers, switches, routers, and classroom networks.
Provided hands-on support to students during complex lab scenarios involving Active Directory, DNS, DHCP, and network services.
Assisted other instructors in troubleshooting lab environments and ensuring smooth course delivery across programs.
Configured and maintained classroom lab environments, imaging stations, and virtualization tools for rapid reset and deployment.
Monitored and administered backup systems, firewall policies, and server uptime for staff and student environments.
Created supplemental training material to simplify complex networking concepts for students from non-technical backgrounds.
Mentored students through mock exams and real-world case studies to boost certification success rates.
Handled all escalated technical issues on campus, ranging from software installations to critical server outages.
Assisted with curriculum planning and offered feedback on lab design to improve student engagement and retention.
Supported mixed-OS environments, including Windows, Novell NetWare, and Linux-based systems in lab simulations.
Ensured all IT assets and systems met compliance standards for academic delivery and certification alignment.

Faculty Supervisor & Network Administrator

CDI College, Coquitlam, BC — Sept 2000 to Aug 2001

Served as Lead Instructor overseeing the IT faculty, providing guidance and mentorship to three junior instructors.
Managed and maintained the college’s core Novell NetWare servers, ensuring uptime and accessibility for all labs and classrooms.
Supervised lab preparation and environment configuration to ensure hands-on readiness for daily classes and certification tracks.
Monitored student progress across all IT programs, developed academic improvement plans, and tracked performance metrics.
Collaborated with instructors to implement tailored student support strategies using Lotus Notes for planning and documentation.
Created and distributed technical manuals and courseware used by CDI College campuses nationwide, standardizing quality of education.
Coordinated with IT staff to troubleshoot lab equipment, software, and network issues with minimal disruption to learning.
Acted as the primary point of contact for escalated technical and academic issues within the IT department.
Assisted in curriculum development, aligning coursework with current certification standards (MCSE, A+, Net+, etc.).
Maintained student records, attendance, and grade reporting in accordance with PPSec and college academic policy.
Delivered classroom instruction in network administration, server management, and operating system fundamentals.
Fostered a collaborative and supportive learning environment, contributing to higher student engagement and retention.

Network Administrator & IT Instructor

Keyin Technical College, Halifax, NS — Aug 1999 to Aug 2000

Delivered Microsoft Certified Systems Engineer (MCSE) training using official Microsoft curriculum and labs.
Hired shortly after earning MCSE certification to launch and lead the college’s new IT program offering.
Prepared students for Microsoft certification exams with a strong focus on real-world system administration scenarios.
Maintained and configured lab environments, including Windows NT servers, SQL Server, and networking hardware.
Developed original curriculum materials and hands-on exercises tailored to classroom engagement and certification alignment.
Provided one-on-one mentoring and performance tracking for students, contributing to one of the highest MCSE pass rates regionally.
Assisted in administrative duties related to IT program planning, including scheduling and lab management.
Supported peer instructors with technical troubleshooting and guidance on lab and lecture delivery.
Represented the college at job fairs and open houses to promote IT program enrollment and brand visibility.
Consulted on IT infrastructure improvements within the college, including network upgrades and server maintenance.
Created progress reports and academic plans for students requiring additional support or certification prep.
Established a professional, hands-on classroom culture that emphasized both certification and job-readiness.

Network Engineer and System Support

Electro Maintenance & Services, Dartmouth, NS — May 1998 to Dec 1998

Installed and configured coaxial and CAT5 network infrastructure for SMB and healthcare clients.
Led the full deployment of a new network at Musquodoboit Valley Hospital, supporting critical patient systems.
Designed and implemented a third-tier internal network to segment admin, patient, and clinical traffic.
Provided ongoing hardware-level electronic repairs for workstations, monitors, and peripherals.
Maintained and troubleshot multi-platform environments including UNIX, Windows NT, and Novell NetWare servers.
Configured routers, switches, and print servers in small-to-medium business environments.
Worked with on-site stakeholders to map out network expansion plans and cable routing infrastructure.
Performed desktop deployments, system imaging, and BIOS/firmware updates across departments.
Assisted in technical documentation for post-install support and future scalability planning.
Delivered hands-on training to internal staff for basic troubleshooting and maintenance procedures.

Network Administrator & System Support

Royal Bank of Canada, Richmond Hill, ON — Feb 1998 to May 1998

Led a small team responsible for upgrading desktop PCs to ensure Y2K compliance across multiple departments.
Performed Active Directory maintenance tasks, including user account cleanups and group policy updates.
Coordinated server backup and recovery operations to safeguard critical financial data during system upgrades.
Assisted in patch management and deployment of security updates on Windows NT servers.
Configured network printers and provided support to end-users experiencing connectivity issues.
Documented upgrade processes and created step-by-step guides for future maintenance activities.
Collaborated with vendors and internal teams to troubleshoot hardware and software compatibility challenges.
Monitored network health and performance during and after upgrades to minimize downtime.

Network Management and System Support

RCMP Atlantic Division, Halifax, NS — Apr 1997 to Feb 1998

Monitored and upgraded LAN/WAN infrastructure supporting multiple secure government offices.
Created detailed network plans and diagrams to document existing infrastructure and future expansions.
Conducted physical labeling and organization of network cabling and equipment in multiple network closets.
Assisted with hardware installation, configuration, and routine maintenance of servers, routers, and switches.
Maintained strict adherence to security protocols required by high-level security clearance.
Provided technical support for end-users, resolving connectivity and hardware issues efficiently.
Collaborated with senior IT staff to plan network upgrades and ensure compliance with RCMP standards.
Documented network changes, configurations, and troubleshooting steps for audit and continuity purposes.