Support Technician

Andre Paris

*************@*****.***

Suite **** - 7264 Kingsway, Burnaby, BC V5E 3Z5 Tel: 604-***-****

PROFILE

. Enterprisewide 3rd Level Support Architect and Desktop Support

. Track record for implementing, optimizing, and maintaining high

performance and high-availability desktop and network systems

. Excellent communicator, with experience working at client sites to

facilitate project implementations, support, and training

. Exposed to diverse internal and external technical environments,

recognized for ability to manage multiple tasks simultaneously

. Creative, analytical thinker with demonstrated ability to troubleshoot

problems, determine strategies to resolve issues, and consistently

implement effective solutions

TECHNICAL SKILLS

Hardware: IBM, Apple, Dell, Gateway, Toshiba, Notebooks, Compaq/HP

Printers, Epson, Okidata, Seagate Tape Backups, Memory, Modems, Ethernet,

Motherboards, Network Cards, PCMCIA (PC Card), I/O devices, Network

Hubs/Bridges, Routers, Cabling

Platforms: Windows 9x, NT, 2K, 2K3, XP, Vista, 7, OSX, Netware,

Citrix, Terminal Server, various distributions of Linux (Server/Client),

Android and Blackberry

Software: Microsoft Office (Access, Excel, FrontPage, Outlook,

Outlook Express, Mail, PowerPoint, Project, Publisher, Visio, Word),

Netscape, Internet Explorer, Mozilla Firefox,

Flock, Seamonkey, Opera, Lotus Notes

Databases: SQL Server, MySQL, Lotus Notes, MS Access

Tools: Magic/Remedy/WebRT Call Management Software,

Symantec Ghost Solution Suite, Symantec AV Corporate Edition/Clonezilla,

Systems Management Server 1.2/2.0, VMware Server/Virtualbox, InstallShield

AdminStudio, OpenVPN, Putty(SSH)

Web CMS: Joomla, Mambo, PHP-Nuke

PROFESSIONAL EXPERIENCE

Deloitte Canada (Part-time) (Temporary) 10/2011-

11/2011

Technical Assistant

. Asset Management

. Laptop Setup & Migration

. ITIL certified work environment

SOS Systems Office Solutions 9/1996-Present

Owner: Contractor (Part-time)

. Worked as a technician troubleshooting PC, Laptop, printer and

hardware issues

. Skilled in diagnosing and repairing server/workstation network

connectivity issues

. Provided 1st & 2nd level support PC support and systems administration

for Northern Health, Providence Healthcare, Burns Lake

Band(volunteer), Burnaby Mental Wealth Society(volunteer), Vancouver

Community Network(volunteer) clients

. Trained (adhoc) customer employees in several PC-related topics

. Developed Ubuntu(Linux) Desktop Kiosk Standard for for public use at

various community access points

. Supported clients via email, phone, on-site and remotely

Liquor Distribution Branch, Vancouver, BC

2/2000-8/2004

Technical Support Analyst

. Conducted coaching/training for the help desk and primary support

teams(30) to achieve goals

. Provided 3rd level(final level) support PC support for Ministry head

office and remote liquor stores; maintaining 100% resolution.

Coordinated with 1st and 2nd level support teams to ensure the

appropriate support group was informed of the issue, and then

monitored it to insure the issue was resolved to the customers

satisfaction.

. Skilled in diagnosing and repairing server/workstation network

connectivity issues(Win 9x, Win NT, Win2K, WinXP, Win Vista, OS/2,

Win2K3)

. Developed, piloted and deployed custom application's(VMware,

InstallShield AdminStudio) for remote install via Systems Management

Server

. Supported Office 2K, MVS Custom applications, and plethora of Internet

applications

. Used Remedy and Magic Support System

. Developed, piloted and deployed desktop standard Operating System; Win

NT; 500 workstations at the headquarters branch

. Internal Lead for Desktop transition project from Win NT to Win XP;

500 workstations at the headquarters branch

Ministry of Forests, Lakes Forests District, Burns Lake, BC

9/1996-2/2000

District Office Systems Specialist

. Worked as a technician troubleshooting PC, Laptop, printer and

hardware issues

. Skilled in diagnosing and repairing server/workstation network

connectivity issues(Win NT, Win2K)

. Provided 1st level support PC support for Lakes District clients and

remote field offices; maintaining 90% resolution. Coordinated with 2nd

and 3rd level support teams to ensure the appropriate support group

was informed of the issue, and then monitored it to insure the issue

was resolved to the customers satisfaction.

. Trained (Classroom and adhoc) customer employees in several PC-related

topics

. Tracked stocked and maintained records of inventory

. Handled escalations and irate customers

. Supervised 1 employee; forestry technician in database development and

customer support

. Managed Win NT Server and Gateway; DHCP, Security, and Customer

Accounts

. Supported Office 2K, MVS Custom applications, and plethora of Internet

applications

Ministry of Health, PharmaNET Project, Victoria, BC

7/1995-3/1996

Systems Analyst

. Worked as a technician troubleshooting PC, Laptop and hardware issues

. Skilled in diagnosing and repairing server/workstation network

connectivity issues(WfW 3.11, Win NT, Win2K, OS/2)

. Provided 1st level support PC support for PharmaNET clients;

maintaining 80% resolution. Coordinated with 2nd and 3rd level support

teams to ensure the appropriate support group was informed of the

issue, and then monitored it to insure the issue was resolved to the

customers satisfaction.

. Trained (adhoc) customer employees in several PC-related topics

. Handled escalations and irate customers

EDUCATION

CDI College, Vancouver, BC 1993-1995

Programmer Analyst

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