Jason Lane

Experience

• 

  Near North Business Machines

  Jun 2009 - Nov 2009

  I.T. Technician

  • Responded to phone calls and emails relating to technical issues with customers computers• Provided technical support via house-calls for customers• Respond to work orders for PC/laptop technical issues and repairs in shop• Quote and build customer PC’s• Installation of various software programs on both staff and customer PC’s• Troubleshoot hardware/software issues for staff and customer PC’s/laptops• Remanufacture toner cartages for various multifunctional systems

• 

  Research In Motion

  May 2010 - Nov 2012

  IT Service Desk Representative

  • Provided 1st tier support via phone, walkups or email for all technical questions/inquiries• Experience troubleshooting Microsoft Products such as Exchange, XP, 7 and Active Directory• Demonstrated ability to stay organized, collect information and location solutions to complex problems• Ability to interact with other teams such as MITOC, IT Desktop and BB NOC to help the end user efficiently• Provided extensive troubleshooting for Outlook, VPN, Hardware, Software and Networking issues of all variations in both an office environment as well as Production• Consistently logged, tracked and updated tickets using Remedy ticketing system• Demonstrated the ability to learn quickly and apply that knowledge on a constant basis• Assisted user’s in the purchasing, new hire and escalation processes regularly to ensure fastest response times• Experience troubleshooting issues with Blackberry’s and their peripherals Show less

• 

  Wilfrid Laurier University

  Nov 2012 - Sept 2023

  Team Lead Technical Support is responsible for leading and providing daily supervision for the Student AVIT/Service Desk Analysts and the Journalism Students in support of the university wide service desk operation, the loaner journalism equipment, and AVIT classroom and event activities supporting all faculty, staff and students. This position will ensure that all incidents and service requests handled by the Student AVIT/Service Desk Analysts and Journalism Students are prioritized, responded to, resolved and documented in a timely manner ensuring customer satisfaction. The Team Lead Technical Support will ensure ITIL service delivery best practices are utilized/implemented and track appropriate KPIs. The Team Lead Technical Support is responsible for providing 2nd level and 3rd level technical support of computer hardware/software, telephony, classroom AV/IT technology, and service equipment as reported by University faculty and staff. The specialist is expected to provide quality technical resolutions to incidents and problems and must maintain an appropriate level of knowledge in all university standard hardware, software, and peripherals. The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved and documented in the service management tool. Show less Projects• Assisted with developing new processes for the VSM ticketing system university-wide• Actively leading Brantford PC Upgrade program, managing inventory, coordinating schedules and deployment of equipment on an ongoing basis• Project Lead on several Brantford Telepresence projects, budgets vary from $10,000-$50,000• Assisted with implementation of AppsAnywhere software deployment and packagingAccountabilities• Maintain PC lab environments, ensuring they are up to date, deployment via SCCM• Troubleshoot all hardware and software in relation to PC’s, Macs and Laptops including attached printers• Implement/troubleshoot/program all classroom technology including projectors, speakers, Extron scalers, touch panels and microphones• Experience using/troubleshooting Active Directory connection issues• Assisted with implementation/conversion from Novell to Active Directory• Experience troubleshooting network connectivity down to switch level • Create new software packages for quick deployment across all campus PC labs using AppsAnywhere• Perform Desk-side and Classroom support day-to-day, managing tickets and resolving in timely fashion• Assist with designing and implementing new classroom technology across the Brantford Campus• Joint Health and Safety Committee Member / Auxiliary Worker Member• Completed all employee success factors workshops• As requested, create project documents for telepresence installs in CB202, MDC103 and SCJ210 Show less

  • Team Lead - ICT

    Aug 2021 - Sept 2023

  • Technical Support Specialist

    Nov 2012 - Nov 2021
• 

  Conestoga College

  Sept 2023 - now

  Assistant Manager: IT Field Operations

  The Assistant Manager, Field Operations is accountable for the assigned campus IT Staff and all IT related activities including the design, support and maintenance of IT systems and equipment in classrooms, labs, employee workstations, collaboration rooms, lecture halls, special and event spaces. The technology scope involves specialized AV equipment, computer systems, projectors, printers, plotters, networking (i.e., switches, APs, security cameras, data closets, network drop), etc. The Assistant Manager will plan, organize, and deploy new installations and equipment upgrades, AV systems, and software, ensuring routine and regular maintenance is performed. The incumbent ensures a robust and reliable technology environment with timely procurements and implementation of instructional technology to advance the College's academic and administrative needs. This position collaborates with other IT managers to ensure consistent, stable services across the entire college. Show less

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  Primerica

  Mar 2024 - now

  • Representative

    Jan 2025 - now

  • LLQP Life Insurance Rep

    Mar 2024 - now