Infrastructure and virtualization
VMware vSphere and ESXi, Microsoft Hyper-V, virtual appliances, clustering, and highly available infrastructure.
Experience
From frontline support
to infrastructure engineering.
More than fifteen years across customer support, telecommunications, team leadership, service management, and hands-on infrastructure engineering.
Technical capabilities
Experience applied across systems and people.
These are working capabilities demonstrated through support cases, team responsibilities, documentation, automation, and long-running independent projects—not percentage ratings or abstract self-assessments.
Storage and data availability
iSCSI storage, replication, RAID concepts, quorum and witness behaviour, storage configuration, and availability troubleshooting.
Linux and Windows environments
Linux-based appliances, Windows Server environments, command-line administration, services, logs, networking, and configuration analysis.
Complex technical troubleshooting
Cross-layer investigation, log analysis, incident timelines, configuration validation, root-cause analysis, and laboratory reproduction.
Automation and technical tools
PowerShell, Python, data collection, CSV reporting, support utilities, GUI-assisted workflows, and static-site generation.
Technical support and escalation
Case ownership, customer communication, production incidents, cross-team coordination, on-call escalation, and practical next-step development.
Documentation and knowledge development
Troubleshooting articles, procedural documentation, explanatory content, technical review, and translating complex behaviour into usable guidance.
Leadership and team operations
Team development, coaching, workload coordination, performance support, escalation management, and service oversight.
OCT 2022
— PRESENT
— PRESENT
Technical Support Engineer
StorMagic · Remote, Canada
I provide advanced remote technical support for StorMagic’s SvSAN, SvHCI, and SvKMS products, helping customers diagnose and resolve issues across virtualized, hyperconverged, and highly available infrastructure environments. My work combines detailed technical investigation, customer communication, lab-based testing, and cross-functional collaboration.
Key responsibilities
- Troubleshoot complex issues involving VMware and Microsoft Hyper-V environments, storage systems, networking, clustering, and high-availability configurations.
- Analyze customer environments to identify configuration issues, component failures, communication problems, and other conditions affecting availability or performance.
- Review logs and system information to reconstruct incident timelines, isolate likely causes, and determine appropriate next steps.
- Reproduce customer configurations and reported failures in lab environments to validate findings, test potential solutions, and confirm resolution strategies.
- Communicate technical findings, risks, and recommended actions clearly to customers throughout the investigation and resolution process.
- Collaborate with engineering and other internal teams when cases require deeper product investigation or escalation.
- Develop PowerShell-based tools and scripts that streamline troubleshooting, information gathering, and environment validation.
- Participate in an on-call rotation, providing after-hours support for urgent customer incidents and escalations.
Technical areas
NOV 2012
— OCT 2022
— OCT 2022
Innovatia Inc.
Fredericton, New Brunswick
A decade supporting Avaya remote-access and telecommunications environments, progressing from specialist work into technical leadership, senior support, and interim service management.
Principal Support Specialist
Served as a senior technical resource while supporting the development and consistency of the wider team.
- Provided subject-matter expertise and escalation assistance to junior and intermediate support personnel.
- Coached and mentored team members, reviewed work, and helped identify opportunities for performance improvement.
- Monitored process adherence, identified non-conformances, and assisted management with procedural improvements.
- Kept current with product changes and new releases, then translated that knowledge into practical guidance and training for the team.
Interim Technical Services Manager
Managed the Avaya SAL and AES support teams during an interim assignment that overlapped with the Principal Support Specialist role.
- Maintained oversight of service-request progress, customer timelines, and expectations across multiple teams.
- Acted as the primary escalation point and coordinated resources when cases required additional attention.
- Monitored team performance and key indicators, provided daily operational reporting, and supported individual development.
- Evaluated team capabilities and scheduled coverage to maintain service availability.
TSS POD Lead
Led the Avaya SAL backbone support team and balanced technical case support with day-to-day team operations.
- Assigned and distributed service requests to balance workload and support timely case progression.
- Provided technical guidance when team members needed assistance resolving complex cases.
- Coached team members, reviewed performance, and helped maintain expected service and quality standards.
- Served as the primary connection between the team and management.
- Evaluated individual capabilities and scheduled working hours to maintain appropriate coverage.
Technical Support Specialist
Worked as a SAL backbone engineer providing Tier 3 support for Avaya Secure Access Link environments.
- Troubleshot, configured, and supported new and existing SAL gateways and Avaya Diagnostic Servers.
- Performed remote maintenance through the SAL web interface and Linux command line.
- Supported new installations and isolated networking issues that prevented communication among customer systems, remote-access components, and central services.
- Created troubleshooting knowledge and trained new team members as the group expanded.
Career progression
The transition from POD Lead to Principal Support Specialist was lateral rather than a step backward. Innovatia reorganized several PODs into a smaller number of Technical Services Manager teams. I moved into the senior specialist role until a management opening became available, then was selected as Interim Technical Services Manager.
JUL 2012
— NOV 2012
— NOV 2012
Computer Repair Technician
Computers for Schools · Fredericton, New Brunswick
Joined Computers for Schools through a federally supported internship program intended to help recent graduates gain practical employment experience in the technology field. The placement provided hands-on experience diagnosing, repairing, restoring, and testing computers and related equipment.
- Troubleshot hardware and software issues affecting desktop computers and laptops.
- Repaired and restored computers for continued use.
- Tested, evaluated, and sorted donated computers and electronic equipment.
- Identified usable components and equipment requiring additional repair or disposal.
- Left the internship after approximately four months to begin a permanent technical-support position with Innovatia.
OCT 2011
— JUL 2012
— JUL 2012
Customer Support Representative
ATELKA · Fredericton, New Brunswick
Provided frontline telephone support for Fido customers in a structured contact-centre environment. This role established the customer-service and communication foundation that would later become central to my technical-support career.
- Assisted customers with service questions, account concerns, and first-level technical issues.
- Gathered relevant information and worked through established troubleshooting and support processes.
- Explained information and next steps clearly to customers with varying levels of technical familiarity.
- Documented interactions and maintained responsibility for customer concerns through the appropriate support process.
- Developed experience managing difficult conversations while remaining patient, professional, and focused on resolution.
MAY 2008
— FEB 2011
— FEB 2011
Cashier and Pump Attendant
Douglas Irving Convenience · Fredericton, New Brunswick
Worked throughout my post-secondary education in a combined convenience-store and full-service fuel environment. The position provided several years of direct, face-to-face customer service and required dependable handling of store operations, financial responsibilities, and outdoor fuel service in all weather conditions.
- Served customers at the cash register and full-service fuel pumps.
- Processed cash, debit, credit, fuel, and retail transactions accurately.
- Maintained responsibility for money and transaction records throughout assigned shifts.
- Completed opening and closing duties and helped maintain store readiness.
- Restocked merchandise and maintained the store, forecourt, and customer areas.
- Worked independently while balancing customer needs, financial accountability, and general store responsibilities.
Volunteer technical experience
Live systems, real-time responsibility.
Technical & Media Operations · Nashwaak Valley Pentecostal Church
2014–Present
After assisting with the systems previously, I assumed primary responsibility for the church’s technical and media operations in 2014.
- Operate and troubleshoot live sound and media-presentation systems during services and events.
- Record services using OBS and related tools, then prepare and publish the recordings.
- Plan and implement audio, video, computer, and supporting equipment upgrades.
- Resolve signal, software, connectivity, and equipment issues in real time when interruptions occur.
- Support speakers, musicians, and volunteers with different levels of technical experience.
Education
Foundations across systems and communication.
My formal education moved from communication and leadership into computer science, then toward the practical systems and infrastructure work that better matched my interests.
Information Systems Specialist+
Eastern College
A hands-on information technology program focused on desktop support, networking, server administration, security, and enterprise systems.
Systems and support
Computer hardware, desktop troubleshooting, Windows 7, UNIX/Linux, and practical support operations.
Infrastructure
Networking fundamentals, security, Cisco routing, Windows Server 2008, Active Directory, Exchange, and SQL Server.
Practical work term · Sirius SolutionsEight-week unpaid placement · March–April 2011
Completed the program through a supervised technical work term diagnosing and repairing computer issues, performing preventative maintenance, installing hardware and software, configuring user accounts and email, verifying backups, and assisting clients both on-site and in the office.
Computer Science studies
University of New Brunswick
Completed approximately two years of computer science study before deciding that a programming-centred degree was not the direction I wanted to pursue. I moved to a more practical information-systems program focused on hands-on support, servers, networking, and infrastructure.
The experience still provided a useful foundation for the scripting, automation, data work, and application projects that later became tools within a broader technical career.
Major of Theology Diploma
Northeast Christian College
Studies included biblical and comparative religion, pastoral and counselling subjects, leadership, communication, teaching, and public speaking. That background continues to influence how I explain complex information, work with people from varied backgrounds, and communicate when circumstances are demanding.