Technical Support Analyst

Sammy V. Ilao

*** ******* ***. **** *** ***, L*W 1A1

Mobile Phone 647-***-**** Email: *****.*******.****@*****.***

TECHNICAL SUPPORT SPECIALIST

I am a professional, resourceful, dynamic, meticulous, and fastidious

technical support specialist with over 20 years working across on multiple

platforms systems and a wide array of development tools and languages. An

analytically minded, creative thinker with an eye for detail experience. A

very strong communicator with excellent interpersonal skills both as a

Technical Analyst and as a project leader, equally effective working

alone, as a team lead or as member of a team.

AREAS OF EXPERTISE

. Over 20 years of experience as an Computer professional Analyst

. Windows Server 2003 Administration and Knowledge of Microsoft

Technology (Windows XP/Vista/7 operating systems, Office

2003/2007/2010, Windows Server 2003/2008) and CISCO technology.

. Excellent knowledge of Active Directory including designing and

implementing group policy

. Solid Knowledge of WAN/LAN technologies and associated protocols

. Excellent knowledge of computer hardware, database servers, and TCP/IP

networking

. Creating documentation on the network architecture and functioning

. Help Desk Support, 2nd Level Support, Deployment and Implementation of

Software Solutions

. Customer based oriented and focuses on "Start to Finish" process

. Knowledge of database management software such as Oracle and SQL

Server

. Knowledge in SAN/Virtual storage solutions

. Knowledge in SMS(SCCM), CA Centre

TECHNICAL SKILLS AND COMPETENCIES

Operating : Windows XP/Vista/7/8, Windows Sever 2000/2003, Linux, Mac OSX

Systems

Supported : Desktops/Laptops/Thin Clients/Serves, Printers, Pin pad,

Hardware Blackberry, PlayBook/iPad/iPhone

Support Tools : AD and Novel Search/Remote Assistance/Mainframe/Citrix, VPN and

Webex

Office : Microsoft Office 2003/2007/2010, Open Office Suite, WordPerfect

Packages Office, SharePoint

Others : Lotus Notes/Outlook/Eudora, Desktop and Laptops

Browsers : Internet Explorer/Chrome/Safari/Firefox/Mozilla

Antivirus : Symantec Antivirus/Endpoint Protection, AVG, McAFee

Programming : Cobol, RPGII, Sql

Tools

General : Setup/Installation/Troubleshooting/Wireless/Remote, TCP/IP

Skills Networking/Cabling, System Security.

PROFESSIONAL EXPERIENCE

Compucom Inc Ltd. (Formerly GE IT Solutions)

Aug 1993- May 2013

Onsite Technical Analyst (GE, Cisco, Camco, Northern Telelecom)

Responsible for development, implementation, operation and support of

mission-critical systems and networks in manufacturing, telecommunications

and corporate business for major companies. Focuses on high quality and

efficiency towards customer support in all levels.

. Analyzing customers needs and current systems to not only provide a

solution but also look to bridge the gaps where users are required to

perform unnecessary tasks

. Working with customer IT leaders that requires hands-on involvement in

all technological aspects

. Involve in servers,VOIP and the entire rewiring of the network patch

panel projects

. Managing desktop/laptop support, networking, server maintenance and

backup strategies on local server and remote dedicated server.

. Support and follow any IT security and Licensing compliances process

required

. Follow-up process to ensure Customer satisfaction.

. Data integrity and security

. 2nd and 3rd level support on most Microsoft/Mac software products

. Implement Helpdesk

William M. Mercer Ltd (Acturial/Benefits) Jan

1991-March 1993

Technical Support Analyst

Osler, Hoskin and Harcourt Aug 1985-Jan

1991

Technical Support Analyst

EDUCATION

Degree in Computer Science Programming - Devry Institute of Technology

Mechanical Drafting Certificate - George Brown College

Machine Shop Certificate - George Brown College

PROFESSIONAL CERTIFICATIONS

CompTIA A+ Certified Professional (IT Technician)

CCNA online course - 2013 in progress

MCSE online course - 2013 in progress

3Com Netword - Silicon Valley Califronia

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