FRANK CANONICO

Oshawa ON

ad461z@r.postjobfree.com / 905-***-****

SUMMARY

SKILLS

Seasoned Customer Service and Technical Support Specialist with over 15 years of experience in complex environments. Proficient in systems analysis, troubleshooting, and conflict resolution. Exceptional organizational and problem-solving skills, recognized as a critical thinker exceeding performance standards. Dedicated Coordinator enhancing customer satisfaction and service quality, adept in documentation, reporting, and compliance. Skilled in managing employee documentation, providing executive support, and demonstrating team leadership. Detail-oriented and dependable, with a broad skill set including office management, accounting, invoicing, and database management. Known for exemplary customer service and effective team collaboration.

Manage Engine Service Desk Plus

SAP Concur - Expense & Invoice Management

Adaxes - AD Management and Automation

Confluence - Team Workspace

Active Directory

Salesforce - CRM Software

MS Teams, SharePoint, Active Directory/Azure AD

FortiClient VPN

Microsoft Windows Server and Desktops

M365 Azure Portal

Auto Desk Fusion - 3D Modeling Cloud-Based CAD

Customer Service Excellence

Effective Communication (Written and Oral)

Critical Thinking

Team Leadership and Supervision

MS Intune

Remote Desktop Support

M365 Administration Services

EXPERIENCE

Technical Support Analyst, IV (System Administrator) / SYNAPTIVE MEDICAL INC. 09/2022 - 02/2024

Applied advanced troubleshooting techniques, resulting in a 25% reduction in average ticket resolution time for end-user technical issues.

Developed and maintained comprehensive documentation for IT processes, ensuring efficient knowledge transfer and training for new team members.

Collaborated with cross-functional teams to identify and implement solutions, enhancing system performance and maximizing overall efficiency.

Provided technical expertise and support to all Synaptive employees through the ticketing system (Manage Engine Service Desk Plus).

Facilitated on-boarding for new hires, managing equipment setup, and ensuring proper account access, while also supporting the implementation of modern technologies to improve workflow.

IT Support Co-Ordinator / PUBLIC HEALTH ONTARIO 01/2008 - 08/2022

Implemented and managed Active Directory and Exchange user accounts to ensure streamlined user access and account security.

Constructed Windows 2008/2012 R2 servers, contributing to the robustness and efficiency of the organizational IT infrastructure.

Installed and maintained Blackberry Server accounts, ensuring seamless communication and connectivity for mobile users.

Provided 2nd and 3rd level technical support for problem resolution, conducting root cause analyses across infrastructure, network, and applications.

Collaborated with key stakeholders, conducted post postmortems on high-severity incidents, documented causes, impacts, resolutions, and presented recommendations to senior staff and management.

Network Administrator / Cosmetica Laboratories 01/2008 - 12/2008

Installation of Blackberry Server accounts

Creation of Active Directory/Exchange user accounts

Interacted daily with customers to schedule deployment times

Working with Project Manager to create a desktop roadmap for future transition to new releases and upgrades

Provided coaching and ongoing support to staff through the training and deployment period.

Network Administrator / KWH PIPE 01/2008 - 11/2008

Installed server-based software on Windows 2003 Server platform, ensuring robust system functionality.

Implemented System Center Configuration Management for efficient system management and control.

Managed the administration and maintenance of computer stations and software for training programs and learning seminars.

Provided installation and support for hardware and software across desktops, servers, and printers.

Conducted installation, configuration, upgrades, and troubleshooting of hardware components, including servers, PCs, and printers.

Team Lead/Technical Analyst / Kraft Canada 01/2007 - 11/2007

Constructed and tested images tailored to various departmental criteria.

Delivered comprehensive support locally, in-person, and remotely via telephone using a centralized Help Desk ticketing system.

Provided Windows 2000/2003/XP server and Active Directory support.

Managed day-to-day operational tasks related to LAN/WAN operation and user support.

Offered leadership and guidance to team members, ensuring timely and high-standard task completion.

Team Lead/Technical Analyst / CTV Television Network 01/2006 - 12/2006

Provided daily direct client customer support with a focus on excellence.

Identified and resolved workstation, network, and server issues through effective troubleshooting.

Planned and implemented preventive mechanisms to address potential problems proactively.

Supported Windows 2000/2003 server and Active Directory, along with day-to-day operational tasks related to LAN/WAN and user support.

Proactively managed systems to optimize performance, ensure availability, and adhered to IS policies while delivering time-critical support for the Broadcast Operations system.

Team Lead/Technical Analyst / General Motors of Canada 01/2006 - 11/2006

Engaged in project planning, deployment logistics, and client profiling/needs analysis.

Constructed and tested images tailored to different departmental criteria.

Implemented system management and operational policies in accordance with IT Management directives.

Provided local, in-person, and remote support via telephone using a centralized Help Desk ticketing system.

Formulated strategies to enhance team productivity and elevate customer service levels.

Network & Infrastructure Specialist / Hydro One Network 01/2005 - 01/2006

Collaborated with the Project Coordinator to formulate System Requirement Specifications (SRS) for project development.

Utilized Microsoft Zero-Touch Technology (BDD) to image and deploy laptops and desktops, incorporating the System Management Server OS deployment feature pack.

Employed the User State Migration Tool to capture and deploy user profiles, ensuring a seamless transition of data.

Engaged with internal clients across all levels to promptly address and resolve IT-related issues.

Provided onsite coaching, mentoring, motivation, and supervision for staff, fostering a supportive and efficient work environment.

EDUCATION AND TRAINING

Diploma: Local Area Network

DeVry Institute of Technologies

Diploma: Computer Programmer/System Analyst

CDI College of Business Technology

Diploma: Electronic Engineering Technician

Durham College of Applied Arts and Technology

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