Mark Barker

** ****** ***** ********, ******** Hill, ON L4E 4V8

Hm: 416-***-****, Email: acteu2@r.postjobfree.com

EDUCATION:

Trebas Institute (Toronto, Ontario) - October 2006 – September 2007

Audio Engineering and Production

Humber College (Etobicoke Ontario) – January 1999 - December 2001

Computer Programmer Diploma

CERTIFICATION:

CompTIA A+ certification – April 2010

ITIL – certification currently scheduled through current employer

WORK EXPERIENCE:

Compugen Richmond Hill Sr. Deskside Support Analyst - GTA Team Lead (Vale Base Metals Division) April 2009 - Present

Provide weekly reporting for incident numbers to management

Communicate support issues and changes to technicians as they arise

Conduct yearly performance reviews for onsite technicians

Act as an escalation point for any IT Related process issues

Provide technical support for Corporate and remote Vale users

Provide support to VIP users and members of the Vale Corporate Base Metals Executive team

Part of On-Call 24/7 rotational coverage for PC and network support

Support Windows XP, Windows 7, 8, and 10 as well as MS Office 2003, 2007, 2010, 2013, Office 365

Support installation and configuration issues with Oracle 9 and 10G

Support Installation and configuration issues with SAP

Support installation and configuration issues with Scotia Connect and Thompson Reuters financial applications

Provide support for Adobe Acrobat, Internet Explorer, Cisco VPN clients

Configure, move and troubleshoot network printers, switches and hubs

Assist with wireless guest account creations

Use remote management tools to troubleshoot incidents

Work with Active Directory to reset, enable or disable user accounts. Also use AD to manage workstation objects

Involved in testing and deploying of new software, along with the deployment of operating systems, HP desktops and laptops, and Cisco network devices for the infrastructure

Assist with the configuring and troubleshooting of Blackberry devices

Create and manage Blackberry accounts using RIM BES server

Configure and support Apple iOS devices

ActiveSync support for iOS devices

SUNTV February 2008 – April 2009

Audio Operator

Mixed all on air sound sources for various SUNTV productions

Airbourne Sound March 2008 to May 2008

Sound Effects Editor

Mixed and edit sound effects

Lenovo Canada Toronto Ontario

Inside Sales Representative (Contract) November 2005 to April 2006

Inside Sales Representative:

Responsibilities included addressing pre-sales questions, assessing requirements, selecting the most appropriate solution to meet the customer or business partner’s needs.

Provided Technical sales support for customers, over the phone or via email

Required to be knowledgeable with current industry standards and new trends for personal IT equipment

Janssen Ortho / Network & Computing Services Toronto Ontario

Project Analyst (Contract) December 2004 to April 2005

Project Analyst:

Coordinated the 1/3rd refresh cycle for desktops and laptops

Provided reporting on asset inventory for 1/3rd refresh planning

Conducted annual physical inventory for J&J operating companies within the GTA

Janssen Ortho / Network & Computing Services Toronto Ontario

Sr. Analyst, SMS Administrator (Contract) February 2004 to December 2004

Sr. Analyst:

Tracked all technology assets through their entire life cycle – new setup to end of life

Managed software licenses to ensure compliance

Coordinated the 1/3rd refresh cycle for desktops and laptops

Provided adhoc reporting on software and asset inventory

Provided and enhanced reporting on procurement and service transactions on a regular basis

Worked closely with the Deskside Support Team coordinating moves, adds, and changes for all hardware, software, and peripheral devices

Ensured adherence the existing hardware and software standards, policies and procedures and enhanced or modified as required

Needed to be actively aware of developments around standards and strategies with regards to upgrades, service bulletins, enhancements, etc and effectively communicating any upcoming changes

Accomplishments:

Verified and corrected critical inaccuracies within Company’s Asset database. This resolved inconsistent tracking information of assets and helped budget planning for future procurement of assets.

Created a process document for an in-house inventory tool used by Johnson & Johnson support representatives

Created a data dictionary for the company’s Asset database. Dictionary defined fields to use when entering information into the database and also defined each field’s proper criteria

Created a Microsoft Security Patch Profile template which is used for applying Security updates to network user accounts

SMS (Systems Management Server) Administrator:

Coordinated the requests for new software applications

Created collections and advertisements to push application packages using SMS 2003

Liaison between SMS Scriptors and internal business partners

Provided adhoc reporting on software and asset inventory

Accomplishments:

Created an install notification template that communicated the status of a user’s application request

Janssen Ortho Projects:

1/3rd Refresh

Physical Inventory

Hudson's Bay Company Toronto Ontario

Technology Analyst June 2001 to February 2004

Network and desktop service technician:

Provided technical support for clients who access the HBC network

Supported Windows 95, NT, 2000 and XP as well as MS Office 97, 2000 and XP

Provided support for Adobe Illustrator, Photoshop, Corel Draw, MS MapPoint, Internet Explorer 5.5 – 6.0, Cisco VPN, PDA equipment and software, and HBC in-house applications

Used NetSupport and SMS to help aid in troubleshooting district calls via remote control

Involved in testing, maintaining, and deploying new software, operating systems, Desktops, Laptops and Network devices

SMS (Systems Management Server) Administrator:

Member of Asset Management team for HBC (Zellers, Bay, HBC Information Services)

Used SMS to verify Hardware and software inventory of HBC\Zellers

Created queries for asset recording purposes

Used the console to remove duplicate computer names that may reside on the SMS Server

Performed SMS installations and repairs on PCs' that may not be appearing in the SMS database

Helped Business Analyst manage the requests for new software applications as well as hardware installations

Assisted in creating Business cases for new hardware

Provided reporting on software and asset inventory for use in Budget or Project planning

Helped plan and assist in moves, adds, and changes for all hardware, software, and peripheral devices

Performed annual inventory for reporting purposes

Helped determine new Asset Management standards and guidelines for HBC

HBC Projects:

Corporate Operating System Upgrades:

Pre NT rollout application compatibility testing

Windows NT Basic Standard Image creation

Windows NT Corporate rollout

Pre XP rollout application compatibility testing

Windows XP Basic Standard Image creation

Windows XP Corporate rollout

HBC Accomplishments:

Created a process for manually backing up of data by using either an external hard drive or a Image server on the local area network

Created a process to pre-image hard drives with corporate XP image based on machine type and model

Identified and solved a network/application issue that affected HBC’s Graphic Design power users. The issue impacted their productivity, and at times restricted them from saving, printing and making updates to project files. Acted as the liaison between HBC’s Networking group and the Software vendor

Languages and tools:

Dynamic Provisioning/Imaging, C and C++, Visual C++, Visual Basic, JCL, SQL/DB2, UML, Object-Oriented, HTML, DOS, COBOL

Software & OS:

WinNT, WinNT Server, Win 95, 98, 2000, Win 2000 Advanced Server, Win XP Professional, Windows 7, 8, 10, SMS 2.0/2003 Administrator Console, SCCM, Mac OS X, Tivoli, OS/JCL, DOS, UNIX, X-Windows, Norton Ghost, Borland C++, Visual C++, Visual Basic 6.0, Blackberry Desktop Manager, iOS

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