Technical Support Assistant

Kent Spraggett

* ********* ******** ? Ajax, ON ? 416-***-**** ? *****@******.***

Profile

My skills combined with my analytic thinking allow me to troubleshoot

either hardware or software quickly & effectively. I am easy going & able

to work well in either a team environment or by myself. Anything requested

of me is done quickly & accurately.

Areas of Strength

Operating DOS & Windows (95/98, NT/2000/XP/Vista/7) Unix (HP-UX, Solaris, BSD,

Systems: Irix, Linux), Mobile (Android, AOS, Blackberry, Windows Mobile)

Networking: Internet TCP/IP, WWW, Openview Management, Telephone communications

Hardware: HP9000 workstations, PC systems and servers, Sun Sparc, RS6000, SGI

Software: Office Suites/Productivity, Data Communications, Graphics,

Multimedia/Audio Applications

IT Experience

IBM Canada, Canada 2010 -

2012

Team Lead

Team Lead for the Bell / Wynford Tape Library

Brought the Wynford library up to IBM Standards

Internal Audit Prime focal - Passed.

Assisted with two Inventories

On Site Technical Support- PC Repairs & Upgrades

Brought Library inventory Database up to date & accurate

Administering Recall Offsite vendor ID's & access

Ensured smooth day to day operations

Lead a team of 6 Bell employees

SME for e-TOC Software, World-Wide deployment & Support

Responsible for overseeing the secure destruction of old media.

IBM Canada, Canada 2009 -

2010

Tape Librarian

Tape Operator

Subject Matter Expert for world-wide e-TOC deployment

IBM Canada, Canada 2007 -

2009

IBMC ID Admin

ID & Permissions Administration for Unix

CMS, TSD & Windows ID & Group Administration

Creation of procedure documents

IBM Canada, Canada 2003-

2007

Technical Support Analyst, Deutsche Bank Account Level 2 Support

Premium Queue, Assistant Team Lead/Status Coordinator

Technical Support for Windows NT & XP

Assisting team with trouble ticket quality monitoring

Assisting other Team Leads when required

Blackberry Subject Matter Expert

Kelly Services, Canada

2000 -2003

Helpdesk for IBM Internal Support

Technical Support Analyst

Assistant Team Lead/Status Coordinator IBM U.S. Off shift Account

Technical Support for Windows 95/2000/XP, VM/MVS host connectivity & Remote

dial-up/VPN connectivity.

Coordinating top priority, "Sev-1" issues for any Network or Host system

outage. Making sure these issues get quickly routed to the correct team to

be dealt with immediately

Assisting Team Leads in training of new team members

Call Monitoring & any "What should I do?" questions from the team.

Education

CompTIA A+ Certified

IBM Internal

Security Administration, Helpdesk Certification, Canadian Privacy,

Blackberry / BES Server Support, Psychological needs of End-User support

Humber College - North Campus

Radio Broadcasting

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