WORK EXPERIENCE

Mitel Networks, Ottawa

Senior System Administrator, IT Infrastructure May 2003 – Present

· Managed critical licensing, development, and messaging systems and provided technical and policy expertise on a wide variety of infrastructure projects

· Coordinated implementation and migration of business-critical systems with IT and business stakeholders in North America and the UK

· Created service level management and quality policy recommendations based on ITIL standards

· Reduced licensing and maintenance costs by replacing commercial network server software with free open-source alternatives

e-smith, Inc/Mitel Networks, Ottawa

System Administrator/Support Engineer Sept 2001 – May 2003

· Provided technical leadership to 6-person operations and support team

· Designed and instituted change control, incident response, and support escalation procedures for fast-growing dot-com

· Advised product managers and senior management on product features and technical considerations

· Performed analysis of tech-support call resolution statistics and made recommendations to improve customer satisfaction and reduce support costs

· Provided technical support and sales engineering for key VIP customers, resellers and press contacts

Concordia University, Montreal

System Administrator/Web Developer June 1999 – Sept 2001

· Developed web applications and administered web servers as technical lead of 5-person web development team

· Translated administrative and academic departments’ marketing, business, and research needs into technical specifications for development team

· Managed development projects, coordinating engineering, marketing, design, and administrative participants

· Trained developers on current Web technologies, and advised management on developers' abilities and aptitudes

· Migrated Web and database environments from proprietary Mac-based platform to Linux and other open-source software, reducing annual license budget by 80% and hardware refresh budget by 50%

Concordia University, Montreal

Computer Support Technician Feb 1998 – June 1999

· Provided front-line technical support to University administration and academic staff

· Coordinated problem escalation and resolution with senior technical and administrative staff

· Developed knowledge-base application to provide self-serve resolution of common issues and requests; wrote documentation and co-ordinated and edited contributions from senior technical staff

ACADEMIC HISTORY

McGill University

Bachelor of Arts (Honours), Sociology 2001

· GPA: 3.64

· Concentration: Organizational theory, labour markets, social control

· Honours thesis: Practical applications of game theory in sociological research

McGill University

Bachelor of Music, Computer Applications in Music INCOMPLETE

· Dean’s Honour Roll, 1995 – 1997

· Awarded Marion Magor memorial Scholarship, 1996

Positions and Appointments:

· Fellow of the McGill University Senate, 1995

· Vice-President, External Affairs, Music Undergraduate Student Association, 1995, re-elected 1996

· Councillor, Students’ Society of McGill University, 1995, re-elected 1996

VOLUNTEER WORK

Yet Another Perl Conference

Host City Chairperson 2000-2001

Yet Another Perl Conference (YAPC) is a no-frills technical conference targeted at software developers who use the Perl programming language.

· Persuaded conference organizers to make YAPC a roaming conference, with a new host city every year, leading to the later introduction of YAPC conferences in Europe, the Middle East, and Japan

· As Montreal chair, arranged conference venue, accommodation packages, and helped invited international speakers coordinate immigration and transportation issues

· Designed and produced Web and print advertising and gave promotional presentations to local advocacy groups, leading to sell-out attendance of 450

· Wrote venue requirements and best-practices documentation for subsequent years' host cities

McGill Nightline

Crisis Line Operator 1994-1996

· Advised callers on immediate, next-day, and long-term community resources available to address concerns

· Counselled callers in crisis situations and arranged for emergency intervention when required

· Provided support to fellow volunteers following crisis-resolution calls