Technical Support Software

** **** *** ****, ********, ON, L*X *Z*

email: ******.*****@*****.***

Phone: 416-***-****

SUMMARY

Over 9 years of technical experience in various facets, I possess excellence in problem solving skills, a

strong orientation in technical support functionality, and experience in working under pressure in fast

paced, time sensitive environments. I strive to contribute to organizational growth through emphasis

in analyzing, and streamlining product delivery systems to increase productivity, quality, and

efficiency. I am keen to undertake any further mentoring, or training that my employer will consider

necessary for my full integration with the company.

KEY QUALIFICATIONS

Cisco Certified Network Associate (CCNA) Completed Modules 1, 2,3 & 4

Microsoft Certified Systems Engineer

Microsoft Certified Systems Administrator

Microsoft Certified Professional

TECHNICAL PROFICIENCIES

Platforms: Windows NT/2000/XP/Vista/Windows 7, Server 2000, 2003 & 2008R2

Hardware: Cisco/D Link/SMC Routers & Switches, Firewalls (Sonicwall), HP/Dell Servers and workstations,

HP/Canon Printers

OCPM Systems Citadon, Buzzsaw, and e Builder, Microsoft office 2003/2007/2010, Exchange

Software:

Server 2003/2007/2010, SharePoint 2003/2007, Trend /Symantec/Kasperky Antivirus protection,

Symantec Backup Exec v10.0.

PROFESSIONAL EXPERIENCE

Britec Computer Systems ltd Mar 2012 June 2012

IT Analyst

Act as liaison between technical support teams to address applications issues in support of business

requirements for clients.

Provide technical support in deployment and maintenance of Application systems.

Provide technical/ end user support for all software applications and LAN based applications.

Provided onsite and live meeting training to individuals and group for client on Application systems

Install new software releases, system upgrades, evaluate and install patches and resolve software

related problems, conduct system backups and recovery

Assist with the design of Application systems plans, including the work necessary to implement and

maintain network systems.

System Administrator for certain client accounts, including use and maintenance of Microsoft windows

operating systems and applications, Internet access, e mail, security and data integrity.

Responsible for administration of network hardware, operating systems and WAN/LAN infrastructure.

Iserve Technology Consultants Ltd Aug 2007 Feb 2012

IT Systems Analyst

Troubleshoot and resolve hardware, software, and network connectivity issues, including user access

and system configuration.

Provide technical support in the evaluation of new software products including performance testing,

reliability testing, and deployment requirements.

Conduct technical research on system upgrades to determine feasibility, cost, time required, and

compatibility with current systems.

Coordinate with other technical teams on the deployment, installation, and maintenance of software

programs and review existing processes to suggest and implement improvements.

Analyze technical specs, map existing processes and create user documentation.

References available on request 1

Infrastructure Ontario Aug 2007 Sep 2011

(Contracted by Iserve Technology Consultants Ltd)

Application/System Support Analyst (OCPM Systems Citadon, Buzzsaw, and e Builder)

Lead in implementing projects on the OCPM systems which involves scheduling of requirement

gathering meetings, identifying roles/responsibilities, system set ups and testing

Supporting over 2000 users to troubleshoot and resolve system and client issues; including complex

customized user access setup/restrictions and system configurations.

Prepare detailed flow charts/process flows, presentations/training documents and diagrams outlining

systems capabilities and business processes

Conduct system training sessions via virtual live meeting or in person, as well as communicate technical

guidance and instruction to internal and external clients on the use of systems.

Act as technical liaison to monitor, and escalate technical issues to Citadon, Buzzsaw, and e Builder

system support to ensure connectivity and compatibility between systems are intact.

Report on key performance indicators (KPIs), OCPM operational statistics and document system issues,

for management to present to steering committee members.

Participate in the RFP system evaluations and service reviews for the OCPM systems

Eastech Electro Ltd. (England) Aug 2005 Aug 2006

IT Support Analyst

Provide consistent, superior technical support to every staff member (internal stakeholders) by utilizing

all available tools and resources.

Maintain and upgrade office computer systems and distribution of standardized new account software.

Provide help desk support for software and hardware inquiries.

Accountable for installing and maintaining office devices including printers, scanners, fax machines etc.

Asian International School (Sri Lanka) Jan 2004 Jun 2005

Network Administrator

Provide help desk support for software and hardware inquiries through troubleshooting of computer

systems and local area network.

Analyze system performance and identifying problems before taking appropriate actions including

Software installation, configuration, upgrading and troubleshooting.

Plane directory structures, user profiles, logged errors for software and hardware, including setting up

and distribution of ADSL Internet facilities.

Conduct software installation, configuration, upgrading and troubleshooting of computer systems and

local area network.

EDUCATION AND TRAINING

Centennial College (Canada)

Cisco Certified Network Associate (CCNA) Modules 1, 2,3 & 4

Richmond upon Thames College (England)

Professional Development Certificate in Computer Network & Project Management {BTCE NVQ Level 4}

Tresham Institute (England)

BTEC GNVQ Advanced Diploma in Information Technology

Turnkey Professional Interactive Training Center

Diploma in Computer Hardware Engineering

Spectrum training Center

Microsoft Certification (MCP, MCSA & MCSE)

KEY SKILLS

A leadership style focussed on building relationships, collaboration & achieving successful outcomes.

Outstanding problem identifier and solver, proven through analysis and development of practical

solutions and by applying them to meet the changing business needs.

Committed to continuous improvement with the ability to work independently.

Patient, reliable & hardworking, friendly and co operative.

References available on request 2

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