Dylan Reid

Contract work for SOHO environments to setup file share services, secure network solutions, domain registration, and on-site or remote troubleshooting as required. Specialization in UniFi equipment installations, recursive self-hosted DNS servers, local NAS solutions, and virtualization servers.

Provide service desk technical support to users. Organize group training or develop technical support documents, as necessary. Troubleshoot issues occurring onsite at Skyline corporate offices and properties including such things as computer problems, phone problems, and mobile phone issues. Maintain equipment at regional offices and remote locations. Utilize a service desk ticketing system for managing issues received from users. Update tickets with relevant details for the solution to the issue. Maintain fleet of mobile devices in the field. Maintain security of Resident Manager personal computers and email by resetting passwords as needed. Develop and maintain inventory of all I.T. equipment deployed in corporate offices and in the field including make, model, serial number and purchase date. Utilize asset management system to track all technology. Maintain Standard Operating Procedures (SOPs) for required areas including new PC setup, mobile device setup, and email access.

Responsible for providing Level-1 technical support to Students, Staff, Faculty, and Alumni. Common issues include account access, administering DUO multi-factor authentication, troubleshooting course page issues on the OWL learning site, Office 365 suite support, and an array of other issues. Experienced with Altassian HelpDesk software (Jira and Confluence) and utilized both in accordance with ITIL best practices. Created and maintained an internal ticket tracking system for use during WTS's upgrade to Altassian's cloud infrastructure. Utilized Cisco VOIP products, such as the 8851, 7962, and 7945 models as well as Cisco Jabber. Configured ROAMS VPN remote access and campus WiFi access. Beta tested the WesternUMobile app and provided thorough feedback documentation. Provided timely and accurate customer support to client's and stakeholders over the phone and in-person at the HelpDesk counter.

Key-holder for 2 PetValu franchise locations. Responsible for live animal care that includes cats, rats, hamsters, reptiles, and fish. Duties include opening and closing the till, customer service skills and an in-depth knowledge of product lines. Trained and certified in proper care techniques for dogs, cats, birds, fish, and small animals. Provided consistent customer service in accordance with PetValu sales objectives and best practices for animal care.

Responsible for initiating initial contact with donors through phone calls or emails to identify giving opportunities. Organized and arranged meetings and travel logistics for the Associate Directors. Trained in Millennium fundraising database, Crystal Reports exporting and the analysis of fundraising metrics, and strategies for post-academic donor management. Submitted and tracked expenses in accordance with University and CRA legislation. Assisted with on-site homecoming events, donor appreciation dinners, and additional events hosted by the Ivey Business School. Served as the on-site fire safety committee member responsible for ensuring staff safety during fire drills and emergency situations.

Continued as the Administrative Assistant, Corporate Relations, whilst also supporting the Annual Fund and Major Gifts initiatives until the position was filled.

On-site manager for the Western University Call Centre. Maintained daily operations of 50 student callers, 3 supervisors, and 2 calling programs. Acquired 8,400 pledges totaling over $1,000,000 dollars over a 2-year period. Executed client-based initiatives targeting key donor populations to acquire or retain donors. Utilized program analytics to develop context-specific recommendations for multiple clients. Oversaw the hiring and training of part-time staff in compliance with Canadian regulations. Facilitated hardware and software upgrades in accordance with data security standards.

3-Year Advanced Diploma program in enterprise IT systems. Notable Courses: - Networking Fundamentals (CCNA) - Operating Systems - Windows (Win10, Server 2019, Server 2022) - Operating Systems - Linux (Ubuntu & Server, CentOS & Server, Kali) - Computer Hardware & Datecentre Elements - Business Applications Support - Programming Fundamentals (Python 3) - Network Routing & Switching - Network Advanced Switching - Network Advanced Routing (EIGRP, OSPF, BGP) - Network Administering Wireless - Network Administering VOIP (CUCM) - Security Fundamentals - Security - Enterprise Edge (CheckPoint, PaloAlto, PFSense) - Security - Monitoring & Alerting (PRTG) - Security - IDPS - Scripting for Information Systems (BASH) - Managing Database Systems (mySQL) - Storage & Data Management (Dell Unity SAN) - Enterprise Virtualization (vSphere, ESXi 6.7) - Scaling & Systems Integration (Docker, Kubernetes, Microk8s) - Enterprise Messaging (Exchange Server) - Managing Technical Projects