• Performing deskside support services for the GN as part of the Cyber Incident Response
• Installed software and peripherals for end users in multiple departments in Iqaluit, Nunavut
• Working with the service desk team to respond to user support requests
• Logging notes in Service Desk tickets within Heat to reflect tasks completed
• Answering calls and logging tickets as part of the service desk team
• Other related activities as directed by the Manager, Service Desk
• Imaging new and old PCs and follow the standards of GN in naming conventions and update patches and BIOS
• Connect the peripherals and install the drivers and test the connectivity and proper driver install

• Publish application on catalog and software center for push and pull troubleshoot deployment using SCCM log files and standard log files created by vbscript, PowerShell and MSI
• Upgrade, manage multi-version software depending of the behavior and co-ordinate with vendor
• Manage and deploy Microsoft and security patches and check for compliance
• Tracking tickets of incidents and resolve it and escalate the issue for mediation
• Packaging application using InstallShield 2019R2, AdminStudio 2019 Enterprise Edition and InstallShield ISS file for SCCM 2012 and 2016 deployment to install and uninstall
• Packaged MSI, APP-V and Citrix environment and tested and UAT for sign-off
• Using PowerShell and VBScript install and uninstall packages and create log files
• Working with Testing and UAT resources to resolve the issues and tweak the packages for production.
• Create Group Policy as per user request and test in Development environment.
• Documents the install process, testing and log files for packaging environment

Environment: Windows Server 2012 &2 016, Windows 10 & 7, Office 365, InstallShield 2019 and SCCM 2012 & 2016 and MDT 2013

• Solution for package, design and delivery APP-DNA, MSI, legacy and APP-V using SCCM
• Setup SCCM package with pre, post using InstallShield or SCCM package with

• Dependency
• Created Major, minor with upgrade code or apply the patch MSP to MSI in command level
• Led the team for APP-DNA infrastructure & testing and packaging on customer application
• Creation of a statement of work (SOW) for the team meeting includes formulating a solution, scope and deliverables, identifying assumptions, dependencies, risks and responsibilities wherever applicable
• Technical focal point for the Project Manager
• Participated in meetings of a project as a subject matter expert (SME) on IT technology issues
• Responsible for process and procedures improvements on packaging
• Provided 3rd level support to customer on packaging and distribution problem
• Resolved packaging, distribution and integration issues on supported and approved applications in the environment
• Understood and documented customer request for new technology or products
• Assisted the New Business team when necessary to price a new solution for a new technology or product
• Part of the team for image creation of Windows 7 (32bit & 64 bit), patch process and distribution infrastructure

Environment: Windows Server 2008R2, Windows 7, Lotus Notes, Exchange, Office, SCCM 2007, InstallShield 2010, APP-DNA, APP-V, VMware server and workstation

• Packaged shrink-wrapped applications and legacy application using Flexera Admin Studio 6.0 and Flexera InstallShield 2010 for Windows 2000, XP and Windows 7
• Created robust one package for Windows 2000, XP and Windows 7 using different component to different operating system using version logic
• Created group policy for application and operating system requirement

• Slipstream service pack with vendor MSI administrative installation point package
• Created Major, minor with upgrade code or apply the patch MSP to MSI in command level
• Deployed XP images and created containers, advertised and distributed packages using SCCM 2007
• Setup SCCM package with pre, post using InstallShield or SCCM package with dependency
• Upgraded XP and 2000 images to Windows 7 image
• Helped SME for UAT test and sign-off application for deployment
• Supported QA and production environment of roll-out phase of software
• Troubleshoot permission, firewall port and group policy for applications to work as user
• Created MST for vendor application and Orca for importing and exporting tables
• Managed users and created group policy for software distribution in AD
• Created VMware images for packagers and used for software packaging
• Distributed applications using AD Group Policy for new PCs and SCCM 2007 for live PCs
• Design and fellow release process of software build with release manager and coordinate the UAT and pilot release
• Updated RFC in share point with versioning and progress status for development, QA, UAT and production.

Environment: Windows Server 2003 & 2008R2, Windows 2000, XP & 7, Exchange, Office, SCCM 2007, InstallShield 2010, VMware server and workstation

• Packaged shrink-wrapped applications and legacy application using Flexera InstallShield Admin Studio 8.6
• Created VMware images for packaging and testing purposes
• Utilized vender MST tools create transforms and fine-tuned with Orca
• Created Major, minor with upgrade code or apply the patch MSP to MSI in command level

• Deployed XP images and distributed packages using SMS 2003
• Setup SCCM package with pre, post using InstallShield or SCCM package with dependency
• Packaged and distributed Microsoft Office 2007 for productions PCs
• Sequenced Office Apps using SoftGrid and distribute using SoftGrid Client Management
• Managed monthly Microsoft patch using SMS Software Updates deployed from pilot to production
• Tested packaged apps and distributed to production PCs using SMS 2003
• Supported 3rd level technical staff for knowledge transfer and problems

Environment: Windows Server 2003 & 2008, Windows XP, Exchange, Office, SCCM 2007, Admin Studio 8.6, VMware server and workstation

• Packaged shrink-wrapped applications and legacy application using Flexera Admin Studio 6.0
• Slipstreamed service pack with vendor MSI administrative installation point package
• Created the documentation for packaging and QA purpose using SharePoint
• Troubleshoot permission, firewall port and group policy for applications to work as user
• Created transform file for vendor application and Orca for importing and exporting tables
• Distributed applications using AD Group Policy for new PCs and SMS 2003 for live PCs
• Setup SCCM package with pre, post using InstallShield or SCCM package with dependency
• Created Major, minor with upgrade code or apply the patch MSP to MSI in command level
• Helped SME for UAT test and sign-off application for deployment
• Managed users and created group policy for software distribution in AD
• Created VMware images for packagers and used for software packaging
• Delivered and created bits packages and advertisement for SCCM 2007
• Design and fellow release process of software build with release manager and coordinate the UAT and pilot release
• Updated RFC in share point with versioning and progress status for development, QA, UAT and production.

Environment: Windows Server 2003 & 2008, Windows XP, Exchange, Office, SCCM 2007, Admin Studion6, VMware server and workstation