Owen Weldon

Experience

• 

  Alpine Environmental Inc.

  Apr 2001 - Sept 2005

  Help Desk

  Managed company cell phonesPhone and deskside IT support (Levels 1 and 2)Quarterly visits to remote officesImaged all workstationsManaged Exchange serverSupported a company of 80-100 over 7 locations in Alberta/BC

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  TheITeam Ltd.

  Oct 2005 - Mar 2006

  Consultant

  Residential and CommercialSet-up and maintained various applications like Accumap, Autocad, Geographix, and SurferSet up Virtual MachinesBuilt Citrix farm/GatewayPC maintenanceHome networking

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  TOTAL

  Mar 2006 - Jun 2015

  Client Services - Team Lead

  •Managed a help desk supporting up to 450 staff over 3+ sites.•Improved Problem/Incident Management system to ensure that SLAs were met and tickets escalated properly. Collaborated with HQ Global Services team to standardize services.•Managed Client Services projects including systems to manage cellular costs, modernize inventory control processes, design knowledge base using SharePoint, and upgrade to Windows 7.•Developed and maintained Key Performance Indicators (KPIs) for Client Services team.•Assisted with IT budget, and hired staff and contractors.•Managed IT hardware lifecycle and vendor contracts.•Deployed system images, software and updates via SCCM•Acted as technical escalation point for unresolved Tier 2 problems and incidents.•Supported 12+ Polycom Video Conferencing meeting rooms.•Provided primary technical support to VIPs. Show less

• 

  Oral4D Systems

  Jul 2016 - Mar 2018

  Senior Analyst

  Oral4D is cloud based software using Amazon Web Services and Microsoft's Azure platform. My central role is to support our customers but I also provide technical support to in house staff. I redesigned the support portal, improved ticket workflow, and clarified and documented support processes. I also designed a customer feedback and feature request workflow allowing customers to vote on feature requests. Completed several projects including Google Suite to Office 365 migration, and set up a new corporate Active Directory Domain.•Deploy and update all customer software.•Provide Commercial team with technical expertise while on-boarding new clients.•Administrate Azure production environment including firewalls, VMs, web servers and SQL databases.•Perform weekly/monthly support ticket reporting.•Coordinate communication with customers with respect to product outage/updates.•Administer help desk software and phone systems.•Administer Meraki networking devices.•Assist QA with testing new releases and updates.•Provide email and phone support for all Oral4D products.•Adept with SQL Server and IIS. Show less

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  Arcurve Inc.

  Mar 2018 - Nov 2022

  IT Manager

  Support Management • Supervise all aspects of IT operations and support including critical response leadership.• Manage contractor, value added reseller (VAR), and product vendor support.• Organize and perform hardware, software, and information system upgrades.• Administrator of Arcurve’s Azure and AWS Cloud accounts.• Provide IT on-boarding to all new staff.Financial Management• Review, collate, summarize, validate, and prepare for Accounts Payable invoices from contractors, service providers and software vendors.• Negotiate and customize software vendor contracts.• Coordinate immediate and long-term singular and bulk hardware purchases.• Prepare and recommend an annual line-item budget for all corporate IT hardware, software.• and services in accordance with IT strategy and operational plan.Planning and Special Projects• Led Arcurve’s migration to Office365• Planned and deployed Arcurve’s Intune infrastructure.• Led the 2020 office moveOffice Management• Lead the Health & Safety Committee• Ensure enough staff have Fire Marshall Training• Manage Couriers/Deliveries Show less

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  VCURA | Cybersecurity

  Nov 2022 - now

  • Team lead, Enterprise Infrastructure

    Jun 2023 - now

  • Senior System Analyst

    Nov 2022 - Oct 2023