Tony Possnett

*** ******** ****. ********, ** T*L 6Y3 P: 780-***-**** acqsag@r.postjobfree.com

IT Professional

Technical support expert with enterprise environment experience in desktop support and server administration who has the skills necessary to solve complex issues in a timely manner. Possesses experience with a broad range of hardware and software implementations that was acquired working in different enterprise IT environments. Exceptional communication skills and an active, engaged learner who participates well in teams and also works effectively alone. Skills include but are not limited to:

Hardware and software break-fix

Infrastructure Installs, Moves, Additions and Changes (IMAC)

Imaging and deployment with industry standard tools such as Altiris, SCCM and Ghost

General computer networking

Support ticketing systems such as Remedy

Testing new hardware and software

Active Directory administration

Phone administration both PBX and VOIP

Exchange 2003 and 2010 administration

End-user support for all versions of Microsoft Windows

SCCM administration

Experience with Microsoft Windows Server 2000, 2003, 2008 R2

Experience with virtual servers in a VMware Vsphere ESXi environment

Creating documentation for IT staff

Developing curriculum and performing training seminars for end-users on software such as Microsoft Office 2010

Experience

AECOM, Sherwood Park, AB

Desktop Analyst

08/2012 - present

Handled inbound Helpdesk calls as needed

Traveled to various company offices for onsite support and projects as needed

Deployment, configuration, and support for company HP desktops and laptops

Active Directory administration (account creation, disables, terminations, security access)

Support client-side Citrix Xenapp applications and user accounts

Worked with Sharepoint Enterprise version

Microsoft Exchange administration (create/supported mailboxes, shared mailbox, public folders and distribution groups)

Administered Microsoft Forefront spam protection software

Managed security groups for network share/folder access on company storage devices

Managed and supported mobile devices: Blackberry 5 and 10, iPhone, iPad, Android, aircards

Handle HEAT support tickets for various IT services such as hardware provisioning, account creation/termination, break/fix and other requests

Created "how to" documents for end users

Created procedural documents for other IS users and added to Confluence (knowledge-base)

Created software packages

Assisted server team with testingt and deployment of Symantec Endpoint Protection via SCCM

Took in house SCCM training with senior server analyst for software packaging and OS deployment

Administered and used SCCM for software packaging/deployment and Windows 7 deployment

Attended DISC training and received certification

Working on Windows 7 Configuration training via OnlineExpert to prepare for MCSA 680 certification

AECON, Edmonton, AB

Field Services Technican (on contract via Tundra) 06/2012 - 8/2012

Working on the Western IT Field Services team performing typical IT field services tasks.

Deployment, configuration, and support for company Lenovo desktops and laptops performed both onsite and remotely

Travel to different company locations when necessary

Work with outside vendors to keep sites running at high efficiency. Examples include working with Gateway Mechanical Services to get failed server room AC unit back up and running, working with Complete Phones to have phones setup for new employees, and working with Canem to have extra network drops installed at the sites.

Handle Remedy support tickets for various IT services such as hardware provisioning and break/fix

Handle HelpStar tickets for employee onboarding and offboarding

Perform Workstation Site Responsiveness Tests to verify computers are running at expected performance levels.

Update asset inventory when changes are made

MACLAB ENTERPRISES, Edmonton, AB

Sr. Desktop Support Analyst

09/2011 - 06/2012

In this role, I was the first point of contact for all IT matters and the "face of IT". Also responsible for conducting training seminars on software the company uses to groups of 5-30+ people. Maintained the company intranet by posting updates, internal job postings and making minor changes. Assisted the Technical Analyst and Sr. Technical Analyst with their tasks (server admin, networking, asset procurement and inventory) when needed. Common tasks and accomplishments include:

Deployment, configuration, and support for HP Windows 7 x64 desktops and Dell laptops both in person and remotely

Traveled to remote company sites in BC, NWT and across Alberta when necessary

Blackberry support and administration in a Blackberry Enterprise Server environment

Responsible for internal phone administration - Nortel BCM system with Nortel phones. Modified extensions and administered voicemail with CallPilot

Deployed and administered routers for remote sites

Deployed and administered multifunction printers in head office and remote sites - Canon ImageRunner, Lexmark X463de, and HP Laserjet hardware

Active Directory administration

Microsoft Exchange 2010 administration

Web Helpdesk ticketing system administration

Supported and administered industry specific and legacy software - Intuit MRI, Create-a-Check, and Yardi

Desktop architecture design and maintenance - determined applications that will be on machines and which version. Created and maintained images configured for different departments and job roles

Windows and 3rd party patch approval and deployment

Support of Windows XP virtual desktops running via Microsoft Virtual PC

Designed and implemented a physical to virtual process for directly converting Windows XP computers to virtual computers for running legacy software

Completed a project to identify the best Remote Management solution for the environment - completed extensive testing of Kazeya IT Center, Tivoli Endpoint Manager, Triactive System Management On Demand, and Labtech 2012. Made recommendation on the best solution to purchase.

GATEWAY MECHANICAL SERVICES, Edmonton, AB

IT Support Administrator (contract)

01/2011 - 09/2011

Worked on contract as part of a 3-person IT department working to meet the information technology needs of hundreds of employees across 4 provinces. Worked on an on-call rotation that was responsible for the company end users and datacenter. Performed a broad range of duties ranging from desktop support and server administration needs to disaster recovery planning and product research. Tasks and accomplishments include:

• Support for end-users using Dell desktops and workstations running Windows XP, Vista or Windows 7

• Maintenance and support for server infrastructure running on Windows Server 2003, 2003 R2 and Windows Server 2008 R2

• DHCP change - Added DHCP to a 2008 R2 server and split the IP range with an existing DHCP server (configured split-scope)

Email administration in a Pop3 / Outlook environment

• Active Directory and Group Policy admin. - created and implemented a Group Policy-based script that backs up Outlook data

• Citrix support and infrastructure - added new applications to the Citrix environment

• Blackberry support and admin - configured email accounts and supported end users with their smart phones (non BES environment)

• Network-attached storage - performed regular NAS checks and maintenance. Researched products to find a new NAS device for the company to use. Configured, tested and documented.

• Virtual server support and maintenance (VMware VSphere ESXi / VSphere Client, VMware Server)

• Tape and remote backup - maintained Backup Exec tape backups and remote online backups over with Mozy software

• SonicWall NSA 240 - researched, configured and tested Internet content filtering through SonicWall NSA

• VOIP phone administration - Mitel IP phone support and administration

• Microsoft Sysprep and WAIK / Norton Ghost -Designed, documented and implemented computer imaging procedures. Built custom universal Windows XP and Windows 7 images that allow a computer's OS and company software to be deployed in under 30 minutes while using minimum storage space.

Assisted in documenting IT procedures to improve information sharing

ELK ISLAND PUBLIC SCHOOLS,

Strathcona County, AB

Desktop Support Analyst (contract)

09/2010 - 12/2010

Duties included desktop support problem tickets (break-fix), image creation and deployment, deploying new computers, projects (such as deploying new laptops to all teachers and building computer labs), and domain administration (adding, removing and classifying new users and machines). This position required support of a broad range of software application geared towards the education industry and running on Windows XP. Job duties also included working with Active Directory, Windows 2003 Server machines, and wireless networks.

• Worked extensively with Ghost Solution Suite and Remote Installation Services for software and image deployment

• Hardware supported was primarily Dell desktops and laptops

•This position involved travelling to schools east of Edmonton from Sherwood Park to Vegreville.

IBM CANADA, Edmonton, AB

Desktop Support Analyst

(contracts for ATB Financial and Suncor Energy)

02/2009 - 07/2010

Provided desktop support for over 5,000 seats in an ITIL environment for the Alberta Treasury Branch from June 2009 - July 2010. Prior to that, provided project and desktop support on a remote oil sands site for Suncor Energy.

• Met all Service Level Agreements and Service Level Objectives (eg. Time to resolve, callback, customer service surveys)

• Involved in multiple technological upgrade projects meeting all deadlines as well as all objectives (eg. Vista OS Upgrade, Thin Client implementation, Upgrade to SCCM, site demobilization, etc)

• Completed remote resolutions via Dameware, PC Anywhere, Net Meeting, Remote Desktop and VNC as well as in person.

• Supported a diverse and complex environment including Windows 2000/XP/Vista/7, Lotus Notes 6/7/8, and Microsoft Office 97/2000/XP/2007. Tasks varied and included account maintenance and creation in active directory environment, executive support, the maintenance of virus information and the response to virus detection alerts for Norton Anti-Virus. These objectives were met due to having built strong relationships with business users.

• Troubleshoot Active Directory account related issues - lockouts, password resets, security group membership

• Blackberry Activations and security profiles via BES and troubleshooting email sync and receipt issues

• Responsible for IMAC (Install, Move, Add & Changes) in the environment. This included desktops, notebooks, local/network printers, profile creations, Blackberry activations and software installations.

• Experience using a variety of ticketing tools such as ITSM, Remedy, Telus Service Request system, Managenow and Tivoli.

• Worked with Software Distribution tools such as SCCM and Altiris

• Provided 24/7 emergency stand-by support.

• Part of a team that demobilized over a thousand workstations

• Performed break-fix support to critical computers inside in-situ plants where safety procedures must be adhered to.

• Provided VIP support to executives at Suncor's Firebag site.

Supported Polycomm video conferencing systems

COMPUTER QWERX, St. Petersburg, FL

Computer repair technician

02/2007 - 03/2008

Worked as a bench technician at a small, privately owned computer store. Performed break-fix repairs on many different hardware and software configurations. Sales were another critical aspect of this position.

ABACUS BUSINESS SOLUTIONS, Clearwater, FL

Senior Technician

(Call Center / Field Service Technician)

07/2002 - 05/2006

Final level of escalation for support of restaurant point of sale systems using Aloha software.

• Provided support to POS systems comprised of Windows computer systems in a client-server configuration

• Performed break-fix troubleshooting and repair on IBM, NCR, Javelin, Dell, and Radiant Systems machines which ran Windows 95, 98, 2000 or XP. Also supported 2000 and 2003 Server versions.

• Performed installation, upgrades and troubleshooting for various software including Microsoft Office 98, 2000 and XP and antivirus software such as McAfee and Norton

• Performed remote support using tools such as PCAnywhere, VNC and Citrix

• Handled critical or difficult field service tickets

• Tracked helpdesk and field service tickets using Remedy

• Developed new solutions for single site or multi site key clients

• Created and maintained knowledgebase documentation and intranet

• Performed one on one training of new team members

Education & Training

ST. PETERSBURG COLLEGE,

Clearwater, FL

CIW Internet Application Development

2002-2006

A.S. program

MARCHMAN TECHNICAL EDUCATION CENTER,

New Port Richey, FL

Web Development

Internet Services Specialist

(1650 total class hours - A+ training / certification)

June 2001

June 2000

ONLINE EXPERT

Windows 7 Configuration (in progress)

MSCA

In progress

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