January 2008 – September 2008

Richmond, British Columbia

Remote Support Engineer          

About the Organization: This organization is a Managed Service Provider in the Richmond/Vancouver Area. With customers ranging from small business 5 workstation networks to medium enterprise networks with 200 workstations. Innovation Networks uses a standard network setup across it’s customer base. Components included Sonicwall Firewalls and Remote Access VPN’s. Windows 2003-2008 Servers, Exchange for mail, Symantec Endpoint for Virus and Malware protection. And support for various Line of Business Applications ranging from in house Moving software, to Web Based Airline Software and standard Accounting software. Innovation used Kaseya MSP Agent based software for Remote Access, Patch Deployment, Inventory, and Script based Application Deployment.

About the Role: Supporting approximately 1500 users across approximately 100 different companies remotely using Kaseya MSP Software and via “blind” phone calls. When remote support failed, we would travel on site to resolve the issue. Our work ranged from small Microsoft Office related issues to large networking, server and infrastructure problems.

Role Overview:

• 7 persons in our IT support team
• Worked Onsite fixing technical issues
• Worked Remotely solving Customer issues
• Deploying and Managing Servers, Workstations and Gateways

Technical Tasks:

• Management of Servers and Workstations with Kaseya MSP Software
• Remote Supporting Clients with Kaseya and “Blind” phone support
• Deploying and Configuring Windows Servers and Sonicwall Firewalls
• Configuring Microsoft Exchange 2003-2007
• Solving Minor to Major Networking Issues (TCP/IP and DNS)
• Linux WebHosting Setup and Configuration