Diego Ramirez

Experience

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  Ontario Family Group Homes Inc.

  Jan 2003 - Dec 2013

  Computer Consultant

  • Provided on-site, remote assistance, phone and email, multi-tier technical support for a variety of hardware and software platforms • Installed, configured, upgraded, troubleshoot and recycled computers, laptops, mobile devices, network peripherals, office and multimedia equipment.• Critically analyzed clients' technology requirements in a cost-effective manner by researching and integrating inexpensive resources• Researched, consolidated and updated IT documentation• Configured and maintained basic IT infrastructure and web services Show less

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  STAPLES Canada

  Jan 2006 - Dec 2006

  Resident Computer Technician

  • Reorganized and configured the ‘tech center department’ to simultaneously multitask several workstations (increased service efficiency and capacity)• Processed personal computer services: diagnosed, installed, configured, upgraded, troubleshot, repaired hardware and software issues. • Provided technical support to customers in-store, onsite, over the phone and by email. • Processed manufacture warranty and extended warranty services: initiated customer warranty claims, contacted (mail, phone or email) manufacture and depot services, and kept customer updated with claims• Assisted sales associates with customers inquiring about tech services: supported and promoted tech services sales, special orders and extended warranty services, and maximized departmental sales.• Created, modified and maintained the ‘tech service’ customer file system, forms and graphic signage (managed file storage, worked in MS Office, Adobe Illustrator and Photoshop).• Established strong relationships with customers to promote tech services and peripheral upgrades through regular customer contact. Show less

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  University of Toronto - Transitional Year Programme

  Sept 2013 - Dec 2020

  • Assisted Microsoft Office 365 Migration, overseeing the transition from MS Exchange to Office 365, ensuring smooth email configuration, troubleshooting, and data migration for end users. Provided continuous client support, assisting with cloud drive setup and data transfer, ensuring a seamless user experience across platforms.• Led IT equipment upgrades, assessing departmental infrastructure needs, identifying security gaps, and implementing a comprehensive upgrade plan. Coordinated hardware and software deployments, including testing, imaging, and user data migration, while ensuring proper decommissioning of outdated systems and securing data before disposal.• Provided on-site IT support during facility moves, collaborating with the facilities team to survey network infrastructure, plan logistics, and ensure the successful redeployment of IT equipment with minimal disruption to operations.• Delivered ongoing application support for enterprise software (e-token), troubleshooting and configuring applications for both Windows and Mac environments. Worked with central IT teams to create detailed documentation, train users, and ensure smooth operation of essential applications.• Supervised computer lab operations, overseeing the day-to-day management and maintenance of lab systems, ensuring all hardware and software were fully functional. Managed user access, provided technical support, and resolved hardware and software issues, fostering a productive and efficient lab environment for students and staff.• Provided ongoing IT Helpdesk support, responding to and resolving a variety of technical issues for end users via phone, email, remote desktop, and in-person support. Troubleshot hardware, software, and network problems, documented solutions, and escalated complex issues to appropriate teams, ensuring timely and effective issue resolution. Show less • Delivered high-quality front-end support via Web Help Desk, handling and documenting service requests through phone, email, remote desktop, and onsite interactions.• Assisted IT operations, including the creation and modification of Active Directory (AD) user accounts, performing system audits, network surveys, and overseeing hardware/software installations and configurations.• Supported IT equipment, including smartphones (Blackberry, Android, iOS), and audiovisual devices (projectors, display screens) by assembling, configuring, and troubleshooting hardware.• Coordinated department-wide equipment renovation and relocation efforts, collaborating with IT director to plan and execute asset moves across multiple departments.• Maintained Web Help Desk inventory, IT support website content, and ensured the accuracy of the knowledge base.• Investigated and tested alternative methods to secure user sessions in Student Lab Systems and Kiosks, implementing solutions that enhanced session security and system performance.• Assisted the research and testing of Microsoft DirectAccess, configuring a MS Virtual Lab to evaluate and optimize remote access solutions, improving secure connections for remote workers. • Conducted detailed site surveys and updated network topology, testing network drops and improving departmental network maps for enhanced connectivity and asset tracking.• Coordinated laptop asset lifecycle, researching and implementing strategies to streamline laptop management across departments, ensuring efficient deployment and maintenance.• Conducted independent research and provided support across a wide range of IT tasks, working autonomously or in collaboration with team members. Show less

  • IT Support Technician

    Apr 2009 - Dec 2020

  • IT Special Projects Support

    Apr 2014 - Oct 2017

  • Audio Visual Support Technician

    Sept 2013 - Aug 2014
• 

  Reflex Integrated Inc

  Sept 2018 - Apr 2025

  IT Specialist, Backups

  • Manage daily backup operations for over 500 sites across Canada, ensuring data integrity and system reliability.• Develop and implement backup and recovery strategies, establishing objectives, guidelines, and recovery protocols to maintain optimal system performance.• Serve as the primary point of contact for disaster recovery incidents, coordinating response efforts and ensuring timely resolution to minimize downtime.• Provide strategic infrastructure design and implementation, developing methods and integrating cost-effective solutions to meet project timelines and budget constraints.• Conduct ongoing maintenance and system checks, ensuring efficiency and proactively addressing potential issues.• Collaborate with vendors (Quest, QNAP, Dell, Wasabi, Backblaze) to design and test Proof of Concept (POC) solutions, enhancing backup and storage services.• Produce comprehensive reports detailing backup activities, system performance, and related tasks for continuous improvement and audit purposes.• Lead problem management and incident correlation, identifying and resolving recurring issues to minimize disruptions.• Test, deploy, and configure storage systems (QNAP and Synology NAS, Dell PowerVault SAN) to expand and optimize storage capabilities.• Author and update documentation for backup procedures and disaster recovery protocols, ensuring compliance and knowledge transfer.• Provide cross-functional support to Help Desk, Operations, Projects, and Development teams, ensuring smooth workflows and system performance. Show less

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  City of Toronto

  Apr 2025 - now

  Application & Tech Support Specialist 2