New Era Technology

• Deploy, configure, and maintain endpoint detection and response (EDR/XDR), email security, and network security solutions. • Build, tune, and optimize detection rules, alert policies, and automated response playbooks using Microsoft Defender, Microsoft Sentinel, and related security platforms. • Support the onboarding of acquired entities into New Era's standard security stack. • Monitor security alerts and dashboards, investigate events, and escalate security incidents as required. • Assist with incident response activities, including containment, remediation, and recovery efforts. • Perform health checks to ensure security tools, agents, and alerting systems are functioning effectively. • Administer identity security controls, including Multi-Factor Authentication (MFA), Conditional Access, and Privileged Access Management (PAM). • Support vulnerability management activities, including scanning, tracking remediation efforts, and security reporting. • Collaborate with infrastructure, applications, and governance teams to implement security best practices. • Support compliance initiatives, audits, security assessments, and evidence collection for frameworks such as ISO 27001 and SOC 2. • Maintain security documentation, procedures, and operational runbooks. • Research emerging security threats and recommend proactive mitigation strategies.

• Administer and support ConnectWise, Microsoft Dynamics 365 Business Central, and Workday Adaptive Planning. • Manage application configuration, user access, system support, and documentation. • Design and build workflows using Power Automate, Power Apps, Copilot Studio, and Azure AI services. • Identify opportunities to automate manual and repetitive business processes. • Develop AI-enabled solutions to improve productivity and operational efficiency. • Collaborate with Enterprise IT, Security, Data, and Architecture teams on automation initiatives. • Support user training, knowledge sharing, and continuous process improvement.

• Join as a dedicated Subject Matter Expert (SME) focused on auditing, configuring, and optimizing the Adobe Workfront environment. • Partner with business leaders to define new operational frameworks and translate vision into scalable Workfront structures. • Map intake queues, reusable templates, RACI matrices, Workfront Fusion/Jira automations, and AI enhancements. • Establish clear task-ownership frameworks and role assignments across marketing and technical teams. • Design, build, test, and maintain custom scenario integrations to automate data flow and task syncing. • Identify and implement opportunities to leverage AI within Workfront workflows to automate operational tasks. • Author comprehensive Standard Operating Procedures (SOPs) and governance standards to enable end-users.

• Lead work order execution and drive continuous improvement initiatives. • Optimize operational processes and ensure alignment with PMO standards. • Provide leadership, coaching, and support to Service Coordinators and team members. • Manage escalations and complex operational issues. • Analyze KPIs and performance metrics to identify improvement opportunities. • Collaborate with stakeholders and cross-functional teams to enhance service delivery. • Implement risk, quality, and compliance practices to support operational excellence. • Stay informed on industry trends and best practices to drive innovation.

• Lead work order execution and drive continuous improvement initiatives. • Optimize operational processes and ensure alignment with PMO standards. • Provide leadership, coaching, and support to Service Coordinators and team members. • Manage escalations and complex operational issues. • Analyze KPIs and performance metrics to identify improvement opportunities. • Collaborate with stakeholders and cross-functional teams to enhance service delivery. • Implement risk, quality, and compliance practices to support operational excellence. • Stay informed on industry trends and best practices to drive innovation.

• Administer and support ConnectWise, Microsoft Dynamics 365 Business Central, and Workday Adaptive Planning. • Manage application configuration, user access, system support, and documentation. • Design and build workflows using Power Automate, Power Apps, Copilot Studio, and Azure AI services. • Identify opportunities to automate manual and repetitive business processes. • Develop AI-enabled solutions to improve productivity and operational efficiency. • Collaborate with Enterprise IT, Security, Data, and Architecture teams on automation initiatives. • Support user training, knowledge sharing, and continuous process improvement.

• Deploy, configure, and maintain endpoint detection and response (EDR/XDR), email security, and network security solutions. • Build, tune, and optimize detection rules, alert policies, and automated response playbooks using Microsoft Defender, Microsoft Sentinel, and related security platforms. • Support the onboarding of acquired entities into New Era's standard security stack. • Monitor security alerts and dashboards, investigate events, and escalate security incidents as required. • Assist with incident response activities, including containment, remediation, and recovery efforts. • Perform health checks to ensure security tools, agents, and alerting systems are functioning effectively. • Administer identity security controls, including Multi-Factor Authentication (MFA), Conditional Access, and Privileged Access Management (PAM). • Support vulnerability management activities, including scanning, tracking remediation efforts, and security reporting. • Collaborate with infrastructure, applications, and governance teams to implement security best practices. • Support compliance initiatives, audits, security assessments, and evidence collection for frameworks such as ISO 27001 and SOC 2. • Maintain security documentation, procedures, and operational runbooks. • Research emerging security threats and recommend proactive mitigation strategies.

• Delivering end-to-end audio-visual solutions, from initial design through to project completion and client acceptance. • Combining pre-sales design expertise with post-sales technical support to ensure seamless execution of projects. • Create AV system designs and assemble proposals, including Design-Build documentation for audio, video, video conferencing, integrated control systems, and digital signage. • Collaborate with Sales and Project Managers to prepare material and labour estimates, determine equipment quantities, pricing, and installation requirements aligned with customer expectations. • Apply knowledge of advanced integrated audio, video, lighting systems, and digital signage to deliver professional designs and engineering solutions. • Provide technical consultancy to the Project Management Team, generating detailed functional system descriptions, block flow diagrams, and equipment lists for successful project delivery. • Support major project delivery while assisting other teams as needed. • Ensure projects progress smoothly from inception to completion, meeting quality standards and client requirements.

• Lead, coach, and mentor a team of Support Analysts. • Conduct regular one-on-one meetings, performance reviews, and coaching sessions. • Identify training needs and support the technical and professional development of team members. • Oversee daily support operations across phone (ACD), ticketing, and customer support channels. • Ensure timely resolution of incidents and service requests while meeting SLA commitments. • Handle complex technical issues and customer escalations.

• Own and manage the overall service relationship between the customer and service delivery teams. • Monitor day-to-day service operations and ensure services are delivered according to agreed SLAs and contractual commitments. • Review operational performance metrics and service reports to identify trends, risks, and opportunities for improvement. • Coordinate multiple support teams to ensure seamless service delivery. • Act as the primary escalation point for service-related issues and operational challenges. • Manage the operational delivery of enterprise Video Conferencing, Unified Communications (UC), and Collaboration Services. • Ensure the availability, reliability, and performance of enterprise video conferencing platforms across global meeting environments. • Coordinate AV, Collaboration, Networking, and Operations teams to resolve conferencing-related incidents and service issues. • Monitor conferencing platform health, utilization, service quality, and user experience metrics. • Support executive meetings, business-critical conferencing events, and major collaboration initiatives when required. • Oversee operational readiness for conferencing platform upgrades, migrations, and new technology deployments.