Janet Whitely

** ******** **., **** ****

Brampton, ON

L6T 2W8

905-***-**** acn2w4@r.postjobfree.com

http://ca.linkedin.com/in/janetwhitely/

Customer Service Professional

An accomplished Customer Service Professional with extensive IT experience

resolving client issues in a timely and efficient manner. Developed a

working style which capitalizes on my ability to interact with different

support disciplines which combines an excellent customer focus and the

ability to deliver high quality work. Excellent oral and written

communication skills, complemented with strong organizational and

interpersonal abilities.

> Incident Management

> Disaster Recovery

> Creative Troubleshooting

> Vendor Management

> Network Administration

> Process Improvement

Accomplishments

As of July 2014, an Honours Graduate of TriOS College, Network

Administrator course. Achieved the CompTIA Network+ Certification, and will

be earning certifications in Cisco CCNA, Microsoft Certified Technology

Specialist (MCTS), Microsoft Certified IT Professional (MCITP).

Experienced with multiple platforms/technologies: MainFrame (z/OS, z/VM),

OS/400, UNIX (AIX, Solaris, HP-UX), Network Components (TCP/IP, LAN, WAN,

DNS, DHCP, Active Directory, Domain Controllers, Routers, Switches,

Circuits).

Customer/Technical Support

. Provided technical support for all issues, including system failures

and disaster recovery.

. Managed the installation of a new IBM processor, by working with

various vendors to ensure the electrical requirements were being

fitted, prepared the hardware staging, and then installed the required

operating system software and configured the network and storage

components, ensuring secure connectivity for client use.

. Created needed procedures to support various platforms.

. Prepared a comprehensive excel worksheet which tracked time-based

milestones, resulting in improved KPI's pertaining to the success of

the client experience and satisfaction.

IT Training

. Mentored new employees to sustain multi-platform hardware and software

requirements.

. Worked closely with client base to assure proper utilization of

customer web-based portals.

Work Experience

SunGard Availability Services (Canada) Ltd., Mississauga, ON

1995 - 2013

SunGard Availability Services specializes in providing Business Continuity

Services internationally for large to mid-sized organizations. Compiled

technical specifications required by customers for scheduled Disaster

Recovery exercises.

Senior Technical Service Delivery Coordinator 2010-2013

. Primary contact for client inqueries, problem resolution and

escalation.

. Delivered positive client experiences and promptly resolved all

complaints.

. Collected, monitored, analyzed and evaluated client requirements to

achieve desired recovery objectives within stated time lines.

. Effectively communicated with team members to maintain clearly defined

client expectations.

. Displayed courtesy and strong interpersonal skills in all client

interactions.

Senior Recovery Specialist 2000-2010, Operations Analyst II 1997-2000,

Operations Analyst I 1995-1997

. Supported recovery efforts during; 1998 Montreal Ice Storm, 2001 9/11

Attacks, 2003 Northeast blackout.

. Setup, configured, and tested system hardware and operating systems

matching client recovery needs.

. First level technical support and resolved technical issues for

clients.

. Updated, maintained and created procedure documents to support and

educate staff on proper software and hardware configurations as well

as diagnostic practices.

. Developed, and ensured maintenance of comprehensive Disaster Recovery

Plans for all Canadian facilities.

. Assisted management with staff scheduling and created new shift

rotations to match the scheduling/staffing requirements.

Metropolitan Toronto Police, Toronto, ON

1995

Console Operations - 1995

. Provided technical support to all business units. Ensured daily

backups were performed and finished successfully.

T. Eaton Co. Ltd., Toronto, ON

1990 - 1995

Shift Supervisor 1993-1995, Operations Technical Support 1992-1993, Network

Analyst 1990 -1992

. Managed System Availability, Network Connectivity and Production

Throughput, as well as RS/6000 (AIX) Store System Support.

. Participated in a nationwide in-store conversion from IBM Series/1 to

IBM RS/6000 environment (102 locations in 9 months).

Canadian Imperial Bank of Commerce, Toronto/Markham, ON

1988 - 1990

Console Operator 1989-1990, Network Operator 1989-1990, Tape Operator 1988-

1989, Print Operator 1988

. Continually monitored all production systems. Identified and resolved

potential system outages.

. Monitored and maintained WAN and LAN network connectivity.

. Responded to all tape mount requests, tape drive interventions, all

printing, bursting and decollating functions.

Education

Network Administrator, TriOS College, Brampton, ON

2014

6 months accelerated course - graduated with Honours, July 2014. Current

Certificate: CompTIA Network+. Expected Certificates: Microsoft

Certified Technology Specialist (MCTS), Microsoft Certified IT Professional

(MCITP), Cisco CCNA. Additional subjects: CompTIA A+, CompTIA IT Project+,

Windows PowerShell Scripting.

Computer Programmer Diploma, Niagara College, Welland, ON

1984-1986

Structured Programming Concepts: COBOL, BASIC, FORTRAN, REPORT PROGRAM

GENERATOR (RPGII). Systems Analysis, Operating Systems, Business

Organizations, Economics, Accounting, English.

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