IT Supervisor
Tri-Mach Group Inc · Elmira, ON
- Reduced ticket volume from a departmental high of approximately 75 to 25 per technician — a roughly 67% reduction by redesigning request intake, clarifying the service catalogue, and improving prioritization.
- Expanded and standardized IT documentation, procedures, and service information to improve consistency, handoffs, onboarding, and support quality.
- Partner with the organization’s MSP to implement Conditional Access requirements, coordinate critical firmware updates, prioritize remediation work, and strengthen the overall security posture.
- Administer Active Directory, Entra ID, Microsoft 365, Exchange Online, and endpoint platforms supporting office, manufacturing, and field users.
- Translate operational and technical issues into clear recommendations for management, including options, risks, next steps, and implementation considerations.
- Administer IT budgets for management and coordinate vendors and MSPs on infrastructure, licensing, security, and company-wide technology projects.
- Delivered acquisition readiness for two buildings, deployed 40+ shop-floor tablets with training, and completed SolidWorks upgrades with no downtime during business hours.
- Implemented cybersecurity best practices to reduce attack vectors and enhance organizational security posture. Proven track record resulting in 0 revenue loss and 0 time loss from cybersecurity events.
Selected work projects
Service delivery improvement
Reduced ticket volume from a departmental high of approximately 75 tickets per technician to approximately 25 by streamlining request intake and building a clearer service catalogue.
Engineering application upgrades
Delivered SolidWorks upgrades for SolidWorks users with no downtime during business hours.
Site acquisition readiness
Supported acquisition of two buildings, including required portals and networking equipment so locations could open as business-operational sites.
Shop-floor endpoint deployment
Deployed 40+ tablets for shop-floor staff, including configuration, rollout, and end-user training (one of multiple endpoint and infrastructure projects).
