Technical Support Information Technology

Robert Mowat

**** ******* *****, **********, *******, L7M 0C1 905-***-**** *.*****@***********.***

INFORMATION TECHNOLOGY TECHNICIAN

TIER ONE TECHNICAL SUPPORT DESKSIDE SUPPORT ANALYST

Qualifications: Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills

within a Help Desk/Desktop Analyst role. Works well independently, or in a group setting providing all facets of

computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and

understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help

Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation

capabilities.

Education: December 2011 Academy Of Learning Hamilton, Ontario

CompTIA A+ Certification.

Studying towards CompTIA Network+ Certification.

2001 2005 Mohawk College Hamilton, Ontario

CEU s:

Information Systems 1 + 2

o

Computer Environment 1 + 2

o

Software Engineering 1 + 2

o

Introduction to Networking

o

1996 1998 Caledonian University Glasgow, Scotland

Computer Aided Engineering. (2nd year)

1992 1996 Greenock High School Greenock, Scotland

SQA Higher and Standard grades. (Canadian GED equivalent + 1 semester Undergraduate study).

Work Experience: February 2012 Current FGL Sports Corporation Mississauga, Ontario

Deskside Support Analyst working for the MDC IT department. Provide telephone and Desk-side support to

corporate PC- Based Users and Applications. Supports and maintains printer and fax machine environment.

Complete service requests. Manage problems to resolution and update call -ticketing system. Cisco phone

deployment and support. Includes deployment and configuration of Cisco soft phone application as required

Video conference solution (Tandberg). Deploy personal video conference (laptop based) solution as required.

Provides support and troubleshoot problems with corporate mobile devices (Blackberry). Support PDT scanner

(Manhattan) devices that are utilized in the DC, manage spares and repairs as required. Windows 7, Office 2010,

Microsoft Active Directory and Windows Domains Citrix infrastructure components and Clients . Microsoft

exchange / Outlook configurations. Configuration of network components and protocols. Windows imaging and

deployment utilizing SCCM software. WMS management SW for DC support.

September 2011 October 2011. Gordon Food Service Milton, Ontario

Transportation Admin working within the Transportation department in Operations on a part -time basis.

Primary duties consisting of processing KM tracking, and hours worked for payroll requirements in our Retalix

IDS system on a daily basis for approximately one hundred drivers. Entering fuel tracking, route and transit

information. Depositing customer payments in the safe, filing daily Driver Log sheets and sorting customer

credits for the credit department. Additional paperwork/data entry as required. Assisted drivers with mapping

and routing using Roadnet software.

November 2003 June

Technical Support within the Information Systems department. Providing internal and external technical

assistance to customers and staff faced with a broad range of day-to-day software and hardware related

challenges. Worked as a team, and independently on department projects and system training. Participated

in Novell GroupWise to Lotus Notes migration. Computer HW and SW maintenance and upgrades as required.

Assisted operations personnel with computer, network and Zebra printers, laptop issues as required. Utilized

Tivoli ticketing system via Terminal Services. Worked with IDS business SW and WMS. (Warehouse

Management System) Provided technical support and workloads for operations. Repaired and programmed

Radio Frequency/PDT hand-held and truck mounted units. Provided end-user training on use of mobile devices

and applications

Certificates & Memberships:

First Aid and CPR- C with AED.

WHMIS.

TDG. (Transportation of Dangerous Goods by Ground)

H S. (Hydrogen Sulphide)

LOTO. (Lockout / Tagout)

PPE. (Personal Protective Equipment)

Fire Safety. (FE Training)

HTCP (Hockey Trainers Certification Program) - HDCO. (Hockey Development Council of Ontario)

Belay Certified (Rock Climbing)

Security Clearance

Contact this candidate