Resume

Current Position

IT Systems Administrator – Information Technology Department
Vancouver Island University (14000 students, 1400 staff, 6 campuses)
June 2007 – April 2013, April 2014 – Present

Duties

  • Responsible for the deployment, configuration and maintenance of VIU’s Server, Storage and Cloud Infrastructure
  • Act as an incident coordinator and escalation point for relevant technical issues
  • Actively participate in IT Change Management process by communicating and reviewing relevant changes
  • Develop, maintain and continually improve installation, configuration and operational standards, procedures and documentation
  • Research, develop and implement automated approaches to day-to-day tasks
  • Deploy, maintain, patch, document, support and backup servers, storage and services used internally by IT and externally by staff and students
  • Monitor, identify, assess risk, prioritize and remediate security related deficiencies
  • Act as an escalation point for teams within IT
  • Monitor, prioritize and act on operations and project tickets assigned to the team via internal ticketing system
  • Diagnose and repair hardware related issues
  • Participate in and co-ordinate various working groups and project teams internal and external to IT
  • Plan and provide recommendations around the technical life cycle of the systems and services I’m responsible for
  • Research, asses, acquire and co-ordinate professional services from 3rd parties
  • Organize teams yearly project list
  • Prepare budget requests and track spending for my team
  • Collaborate with other teams within IT and departments at VIU to help asses and find technical solutions to meet their current and future needs
  • Technologies used
    • Backups
      • NetApp SnapMirror and SnapManager products
      • Veeam
    • Cloud
      • AzureAD
      • Microsoft 365
    • Hardware
      • Dell Servers, Storage and Tape Libraries
      • NetApp
    • Linux Servers (CentOS, Ubuntu) and related technologies
      • Apache
      • MySQL
      • Postgresql
      • Tomcat
    •  Networking
      • Aruba/HP ProCurve Switches
      • Clearpass
      • Palo Alto Firewalls
      • Port Trunking / LACP
      • VLANs
    • Scripting
      • BASH
      • PowerShell
    • Security technologies
      • Barracuda Antispam
      • Symantec Endpoint Protection
      • VPN via RRAS (L2TP and SSTP)
      • Windows Firewall
    • Windows Servers (2003 – 2019) and related technologies
      • Active Directory
      • Active Directory Federated Services
      • Certificate Authority
      • DFS
      • DNS
      • DHCP
      • Exchange
      • File Servers
      • Group Policy (client configuration and software deployment)
      • NPS
      • Print Servers
      • RRAS
    • Virtualization
      • vCenter and vSphere (Clustered)

Achievements

  • Designed, lead and coordinated the VIU Server Teams 7-year remediation project even before it was formalized as a project
  • As part of an Internet Service Provider migration I re-configure the IP addresses on over 125 production servers in 4 months with minimal disruption and a fixed deadline
  • Over my career at VIU, with a consultant I have implemented VIU’s centralized NetApp Storage System which included migrating existing standalone Windows File Servers to it nearly transparently, later upgrading that same NetApps controllers in place before finally replacing it with a new NetApp and migrating all existing shares and VMs to it, then later, once again upgrading the controllers in that NetApp in place with no unplanned disruptions to service
  • Researched, designed, and deployed and eventually decommissioned a clustered Hyper-V implementation which served all VIU’s production VMs for many years and was VIU’s first clustered system. Once completed I then virtualized all our physical servers where it made sense to do so
  • Developed the use case and justification for VIU to switch to vSphere as its primary and only virtualization platform. Working with a consultant, deployed VIU’s vSphere Cluster, migrated all VMs from Hyper-V to vSphere and then decommissioned our old Hyper-V platform
  • Centralized the production server infrastructure at VIU from 5 regional campuses and 2 data centers in Nanaimo down to a single data center in Nanaimo. This project also involved migrating and decommissioning duplicate services such as DNS, DHCP, Domain Controllers, Print Servers, File Servers and Web Servers with minimal disruption to employees and students and significant change management
  • Co-ordinate the server teams projects every fiscal which includes gathering our list of projects, time and funding requirements, reviewing them with the team, assigning priority and project leads. Every two months I send a status update to the entire IT department to keep everyone informed of our progress and what we are working on
  • Initiated the culture change within the Server Team to start “documenting everything”. This has lead to us creating standards and procedures for all of our operations and server/service deployments to bring consistency and predictability to our work as well as continually reviewing and improving what we have written

 

Past Positions

Information Systems Consultant
Lach Klan School (K-12, 100 students, 15 staff)
October 2014 – July 2016 (1 year, 9 months)

Duties

  • Gathering quotes and providing recommendations for hardware/software purchases
  • Created funding requests and justifications for technology purchases to the schools Principal
  • Phone and E-mail support
  • Working with the First Nation Education Steering Committee (FNESC) and their contractors in relation to acquiring and implementing new technologies
  • Installation, configuration, maintenance and support of all technology in the school:
    • Backups
      • Veeam
    • Hardware
      • Dell/HP/Lenovo Desktops
      • Dell VRTX Server
      • Lenovo Laptops
      • Non-standard (whitebox) computer hardware
    • LifeSize Video Conferencing Units
    • Linux Servers (CentOS, Ubuntu) and related technologies
      • Apache
      • MySQL
      • NTP
      • OpenSSL VPN
      • TFTP
      • Zimbra Mail Server
    •  Networking
      • CensorNet Proxy (web content filter)
      • HP ProCurve L3 switches
      • RIP Routing
      • pfSense Firewall
      • Ubiuqiti Wireless Access Points and UniFi Management Controller
      • VLANs
    • Scripting
      • BASH
      • PowerShell
      • VBS
    • Security technologies
      • Avast Antivirus
      • Cameras / DVRs
    • Windows Servers (2008R2) and related technologies
      • Active Directory
      • Certificate Authority
      • DFS
      • DNS
      • DHCP
      • File Servers
      • Group Policy (client configuration and software deployment)
      • NPS
      • Print Server
      • WSUS
      • WDS
    • Virtualization
      • vCenter and vSphere (Clustered)

Achievements

  • When I first started working for Lach Klan they had a single whitebox desktop running all of their services (AD, DNS, DHCP, File Server, Print Server). There was no wireless, network switches were a mix of 4 different vendors and not all drops were connected, a Linksys small business firewall and the network was completely flat with no routing or VLANs. There were no standards around computer images, software deployment, updates and patching, no antivirus and some machines were on the domain and some were not. There were no backups and serious miss-configurations with Active Directory, Group Policy, DNS and the network leading to frequent outages that caused disruption to teaching and the operations of the school.
    • The very first thing I did was document the existing state as none existed and created a complete inventory of all existing technology in the school
    • I then came up with a plan to refresh the schools infrastructure technology which included:
      • Standardized L3 network equipment (HP ProCurves) with warranty and support, implementation of routing and VLANs to separate wireless, wired, staff/student, server and management traffic from each other
      • Implementation of a new pfSense Firewall
      • Implemented a wireless network with per-user authentication, previously a single shared password was being used across 4 different, standalone, wireless access points
      • Implementation of a Dell VRTX (2 nodes, shared storage) and VMware vSphere to implement a fault tolerant, scale-able, warrantied and supported platform to implement the services the school needed on top of
      • Architect and re-implemented and  all existing services on the existing whitebox server into multiple VMs while preserving the existing Active Directory structure and objects to reduce disruption to staff and students
      • Repurposed original whitebox server as a Veeam Backup Server and developed a DR plan for the schools technology
      • Re-imaged every computer in the school and deployed a standard set of software via GPO
      • Creating of a standard set of applications and settings deployed via GPO
      • Creation of documentation, standards, procedures, help documentation, naming conventions
      • Labeling of all equipment
    • Due to the remote location of the school and plane/ferry schedules this entire project had to be completed in 10 days and in the end took me 102 hours and was completed by the time I had to leave
  • Implemented monthly patching procedure for all Servers, Desktops and Laptops
  • Received 20 new laptops from FNESC, created a standard image and deployed it to all of them a few days, remotely, with the assistance of some on-site hands
  • Facilitated the handover of all documentation and passwords to technician that replaced me in 2016. Provided as-needed remote support for 2 months after transition

Information Systems Consultant
Ditidaht First Nations Community School (K-12, 150 students, 15 staff)
June 2006 – June 2011, October 2012 – January 2017 (9 years, 3 months)

Duties

  • Gathering quotes and providing recommendations for hardware/software purchases
  • Created funding requests and justifications for technology purchases to the schools Principal
  • Phone and E-mail support
  • Working with the First Nation Education Steering Committee (FNESC) and their contractors in relation to acquiring and implementing new technologies
  • Installation, configuration, maintenance and support of all technology in the school:
    • Backups
      • Symantec Backup Exec
    • Hardware
      • Apple Desktops, Laptops, iPads, AppleTV
      • Dell Desktops
      • Dell/Lenovo Laptops
      • Dell PowerEdge Servers, SAN Storage and Tape Libraries
      • Non-standard (whitebox) computer hardware
    • LifeSize Video Conferencing Units
    • Linux Servers (CentOS, Debian and Ubuntu) and related technologies
      • Apache
      • Moodle
      • MySQL
      • NTP
      • OpenSSL VPN
      • ScrolloutF1 Antispam
      • TFTP
      • Zimbra Mail Server
    • Mac OS Server
      • Configurator
      • Profile Manager
    •  Networking
      • CensorNet Proxy (web content filter)
      • Cisco PIX
      • HP ProCurve L3 switches
      • RIP Routing
      • Palo Alto Firewall
      • Ubiuqiti Wireless Access Points and UniFi Management Controller
      • VLANs
    • Scripting
      • BASH
      • VBS
    • Security technologies
      • Avast Antivirus
      • Cameras / DVRs
    • Windows Servers (2003, 2008R2) and related technologies
      • Active Directory
      • Certificate Authority
      • DFS
      • DNS
      • DHCP
      • File Servers
      • Group Policy (client configuration and software deployment)
      • NPS
      • Print Server
      • WSUS
      • WDS
    • Virtualization
      • vCenter and vSphere (Clustered)

Achievements

  • Previously technician only provided me a single password and no documentation due to the circumstances around the handover. The school’s technology was built and configured as a fairly standard Active Directory environment. There were no standards around software deployment, desktop imaging, patching, some software being used was out of license compliance, multiple systems in the computer lab were down due to hardware failures. The school had no wireless network and a flat network topology.
    • Documented and inventoried all technology in the school
    • Brought software back into license compliance
    • Replaced failed hardware in computer lab and got it running at full capacity again for classes
    • Creatively acquired the password for some systems as the password provided to me did not cover everything
    • Created a naming convention and labelled all technology
  • Implemented an intranet with documentation for clients
  • Acquired hand-me-down equipment (network switches and a Cisco PIX) from Vancouver Island University to shore up the schools network due to a lack of funding
  • Implemented monthly patching procedure for all Servers, Desktops and Laptops
  • Implemented a internal Moodle site for class material and facilitated a training session with the schools instructors
  • Implemented WDS imaging and created a standard set of images for desktops and laptops in the school along with a standard set of software deployed via GPO
  • Worked with FNESC contractors to implement Palo Alto Firewall, WAN Optimizer and LifeSize video conferencing solution for the school distance education classes
  • Planned and implemented a wireless network on a very limited budget (TP-Link access points with power injectors, NPS for central authentication)
  • Implemented a iPad cart with centralized management via Mac OS Server (Profile Manager and Configurator)
  • Planned and implemented a complete re-implementation of the school wireless and wired network with HP ProCurve POE L3 Switches and Ubiquiti Wireless Access Points and UniFi Controller including VLANs to seperate staff, student, wireless, server and management traffic along with RIP routing
  • Planned and implemented a complete re-implementation of the schools servers and service infrastructure from multiple physical servers to a 2 server with shared storage vSphere cluster which offered HA a. This included virtualization existing servers and then implementing new virtual servers to help split out roles that had been crammed into the previously limited psychical footprint
  • Planned and implemented a backup and DR solution for the schools technology
  • When I started working for the school we only had a satellite internet connection which offered very little bandwidth and very high latency. Through my years working at the school I reached out to multiple vendors (PLnet, Shaw, Telus and FNESC) in an attempt to improve the schools internet connectivity. In 2013 I finally found a vendor with fiber connectivity available in the area and managed to convince the schools Principal in the value of upgrading the schools internet connection and working with FNESC to subsidizes some of the cost we were able to get fiber internet installed in the school
  • Facilitated the handover of all documentation and passwords to MSP that replaced me in 2011. Provided as-needed remote support for 2 months after transition
  • Facilitated the handover of all documentation and passwords from the MSP that previously replaced me in 2011, in 2012
  • Handled finding replacement technician and facilitated transition including providing all documentation and passwords in 2017. Provided as-needed support for 2 months after transition

Information Systems Consultant
Subway Restaurants in Nanaimo, Parksville, Buckley Bay and Ladysmith (12 stores)
July 2005 – March 2015 (9 years, 8 months)

Duties

  • Gathering quotes and providing recommendations for hardware/software purchases
  • Installation, configuration, maintenance and support of all store technology:
    • Cobian Backup
    • GeoVision DVR and attached cameras
    • L2 unmanaged switches
    • NOD32 Antivirus
    • Routers/Firewalls
    • Shaw Cable / Telus internet
    • SubwayPOS
    • Thermal printers
    • Tills and cash drawers
    • Windows XP and 7
  • Provide training/documentation as required for store managers and owners on in store technology
  • Phone and E-mail support

Achievements

  • Standardized technology in 12 stores through a complete hardware refresh before Subway HQ had a mandated standard
  • Deployed new mandated standard technology in 12 stores
  • Implemented monthly patching procedure for all POS Systems
  • Handled finding replacement technician and facilitated transition including providing all documentation and passwords in 2015. Provided as-needed support for 2 months after transition

IT Security Analyst – Information Technology Department
Vancouver Island University (14000 students, 1400 staff, 6 campuses)
April 2013 – April 2014 (1 year)

Duties

  • Research security enhancements, create and ticket recommendations, assign to applicable teams and follow-up for review of completion
  • Develop and implement department wide best practices for IT Security
  • Provide guidance to departments and faculties around information security management
  • Co-ordinate yearly 3rd-party security audit
  • Review, prioritize, asses risk and develop recommendations for remediation based on results of yearly security audit
  • Worked with vendors and contractors to assess products, acquire quotes and professional services
  • Assist with Privacy Impact Assessments
  • Review and update VIU IT policies and procedures

Achievements

  • Re-wrote VIU’s Acceptable Use of Technology Policy from the ground up and while it was never implemented, 6 years later it was used as a framework for the same work without significant changes
  • With the assistance of a contractor, developed a Disaster Recovery Plan for VIU IT and produced a 4-year plan with budget requirements for its implementation
  • Developed a 4-year IT Risk Management Road Map including high-level budget requirements to address IT Disaster Recovery, Physical Security, IT Policies and Procedures, Security Awareness Training, Portable Device Encryption and Mobile Device Management
  • Worked with HR to develop a list of Security and Privacy related competencies for staff and students
  • Researched and developed a plan to implement IT Security Awareness training for all VIU employees and students, coordinated with the Center for Innovation and Excellence in Learning to deliver it via VIU’s Learning Management System and started discussions with HR to make the training mandatory for employees

Information Technician – Online Development Team
Vancouver Island University (14000 students, 1400 staff, 6 campuses)
July 2006 – June 2007 (3 years)

Duties

  • Programming projects using PHP and MySQL technologies such as Moodle modules/blocks and tools to help improve department productivity
  • Provided first point of contact technical support for students and faculty in WebCT and Moodle courses through discussion groups, e-mail and phone
  • WebCT and Moodle administration including creation of courses, course backup management and users
  • Installation, configuration, documentation, maintenance and support for Moodle, WebCT, Contribute Publishing Services
  • Installation, configuration, documentation, updating and support for the departments mission critical Redhat Enterprise servers and Sun Solaris servers
  • First point of contact technical support for any technical problems the Online Development Teams staff may have

Achievements

  • Standardized and consolidated over 12 Moodle instances down to 4 instances with a standard set of blocks and plugins

Interactive Developer and Education Technology Assistant
Online Development Team Vancouver Island University (14000 students, 1400 staff, 6 campuses)
June 2004 – July 2006 (2 years, 1 month)

Duties

  • Developed interactive learning activities for online courses in Adobe Flash. Provided technician support to faculty and students using WebCT and Moodle
  • Web Development using Adobe Flash, PHP, MySQL, HTML, CSS
  • System Administration duties related to the institutions WebCT and Moodle servers running Redhat Enterprise/CentOS, Apache, MySQL and PHP

Achievements

  • Developed an authentication API for BCCampus that allowed single sign-on for students signed into BCCampus’s portal into Moodle instances hosted at BC Post Secondary Institutions across the province
  • Developed standardized templates for Adobe Flash based learning activities used for online courses in WebCT and Moodle
  • Developed a WebCT Quiz Migration Tool [Alt-Link] to assist with migrating quizzes from WebCT backups into Moodle courses

MSN Tech Support – Tier 1 and 2
NCO Group
August 2002 – April 2005 (2 years, 8 months)

Duties

  • Provided first and second tier telephone and TTY technical support for MSN Dial-up Internet Subscribers using a variety of Windows operating systems, including their network and dial-up stacks and web browser issues
  • Consistently scored above average on weekly call quality reviews and scored the highest score recorded on a quality calibration call for our call center
  • Diagnosed and resolved malware/spyware issues
  • Acted as a Team Lead for tier one support representatives providing them support and guidance when requested on their calls
  • Reviewed invalid escalation reports to tier two, assessed their validity and provided written feedback to the tier one support representatives supervisor and quality coach for follow-up
  • Acted as a team lead providing dedicated support and guidance for new hires during their first three weeks on the phone after their class room training was complete before they were dispersed into existing teams
  • Acted a subject matter expert providing technical content and troubleshooting tips for a weekly internal newsletter

Achievements

  • Part of a team sent to the Philippians to act as a team lead and provide support for the launch of a new call center and performed some initial QA on a new troubleshooting workflow product
  • Lead classroom training for multiple classes of new highers for the Microsoft Xbox Power Cord Recall Program
  • Created multiple interactive emulators (Adobe Flash) and custom tools (HTML/PHP) for other support representatives to use to improve troubleshooting and workflow efficiency and accuracy
  • Built a custom Microsoft Access Database that could ingest weekly call center quality Excel data and produce canned reports automatically. This tool reduced the time taken to generate these reports from hours to minutes