Customer Service Software

Igor Maly objective

A challenging career as Network / Database /

647-***-**** (cell) Security Analyst or System Administrator

** ******* ******* ***. **** with a progressive organization

Toronto, ON M5V 3V9 to utilize my skills and

Email: ********@*****.*** experience to the maximum potential.

HIGHLIGHTSExtensive experience in maintaining, supporting and administering computer networks of various typesPractical knowledge of both hardware and software systemsAnalytical and problem solving skills developed through various positions requiring systems comprehension and troubleshooting computer and network problemsAble to handle multiple tasks simultaneously as can be demonstrated through various work experiencesExcellent communication and interpersonal skills illustrated through regular interaction with others in a team environment as well as through providing customer service and technical support to users on the road and from Call centersOver seven years of extensive software developing and testing experience. Broad expertise in the determination of the validity of software at each stage in the system development life cycle. Especially skilled in the following areas:

Manual, Automated & Stress Testing Network (Local and remote) System administration

Data Collection & Analyses

Technical Skills

Languages SQL, PL/SQL, Java, C, Assembler 8088/86

Databases UML, ORACLE 8i / 9i, MS SQL Server, MySQL(free versions)

Application Development Oracle Forms 6i, Procedure Builder, SQL*Plus, Java Forte (AWT & Swing), Flash

Internet Development HTML, CSS, JavaScript, ASP, JSP, XML (XSLT)

Office Automation MS Office 95/97/2000/XP/2003/2007

Operating Systems DOS, Windows 3.11/95/98/ME/NT/2000/2003/XP/Vista/7, UNIX, LINUX (Red Hat 3/4, Novell Suse 10, Xandros),

Mail Systems Lotus Notes, MS Outlook, Exchange 5.5/2003, Merak-Mail

Network Systems Novell 3.11/4.11/5, UNIX/LINUX, proxy,

Firewalls, Cisco Works and Network Management Systems, CISCO 11/12 OS, DNS, DHCP, IIS servers, MS Active directory, Firewalls/VPN (Cisco and Watchguard), VMware and MS Hyper-V virtual computer systems

Troubleshooting Tools Network Sniffers, process and file monitors and much more

Hardware IBM PC, 8051, 8088, 6805, Z-80, Telephony (Avaya IP-phones and servers, 5ESS, DMS), routers, switches, bridges, hubs, HP ESX Blade Servers, HP SAN, Backup Library(MSL6030)

Software AutoCAD, Crystal Reports, Fax Servers, FTP servers, Citrix servers, Expedition, Veritas/Yosemite/HP open view backup suites

relevant Work Experience

Gameworkz Inc. Toronto, On

System administrator / Web developer October 2007 – June 2011

Gameworkz Inc. was a software service provider of co-managed, multi-player online gaming solutions, designed, developed and maintained games software, backend servers, statistical reporting and provided technical support.

My Responsibilities were:

Management of Gameworkz current computing hardware assets, as well as periodical research and recommendations for the newly required hardware purchasesManagement of Gameworkz data service provider relationships, i.e. hosting, phone, and Internet service providers, both local and remote, including devising methods to ensure quality of provider serviceRemote administration of Gameworkz Windows Server and Linux based hosting server farm, and local administration of development and test server farm (e.g. web server setup, backup and DB administration)Development and enforcement of company policies ensuring stable, rock-solid operation of Gameworkz IT infrastructure, both local and remote (e.g. backup, test deployment, pre-production and production deployment, etc.)Administering Windows and Linux/Unix serversWebsite hosting, web servers such as IIS and ApacheDBA role with RDBMS such MS SQL 2000 and 2005 including replication, log shipping and backup proceduresWriting user and technical documentationInstalling, Tweaking and Maintaining Kayako online user support system

Urbacon Ltd, Toronto, ON

IT support analyst, Network Administrator November 2004 – February 2007

Managing Networks running on Windows NT/2000/2003 Domains(Flat and MS Active directory), Creating/Modifying/Deleting Users/GroupsProviding hands on Technical Support for local and remote users( including handheld devices like blackberry, Trio, pocket PC)IT Liaison with other internal departments and external hardware/service Suppliers/Vendors, handled all internal/external IT inquiriesSupporting internal/external high-speed communications for offices and sitesPerforming installation, maintenance & inventory of all IT hardware & softwarePerforming daily backups, analyzing system & security logs, maintained quality standardsResearching new IT products/programs for upgrades and/or purchasesBeing responsible for day-to-day operations of all IT systems/server roomsManaging conversion from regular Servers to VM environment(running on Blades), from NT to 2003 Domain Servers(with all user/group accounts/security DB), from MS Exchange 5.5 to MS Exchange 2003, from Oracle 8i to Oracle 9i,from old Dell to new Cisco switchesManaging HP SAN, VLANS(servers, clients, Voice dividing), HP Blades, Corporate Firewall and VPN accounts

HUMMINGBIRD Inc, Toronto, ON February 2002 – April 2004

Customer diagnostic Expert

Providing remote and on-site Hummingbird customers support with troubleshooting, installation, configuration and use of Hummingbird products implemented on all kind of operation systems and network environments. Administered MS Active directory servers.Working with Network Analysis software (Sniffers), Solarwinds SNMP tools, Sysinternals tools like Process, File or Registry monitors and hundreds of other tools

in order to analyze, troubleshoot or capture local or network computer processes for resolving software, security or network problems or improving network speed to increase the productivity of Hummingbird products.Responsible for MS and Unix servers of all kinds, Oracle, MSSQL and Hummingbird DM 5.0, 5.1 Servers administering in the Product Integrity Lab and on live networks.Creating test script packages, test case scenarios and comprehensive test

plans for the testing of Windows/UNIX and Web based Hummingbird

applications such as Document Management 5.0, 5.1, PowerDocs, Portal,

Business Intelligence, Genio, Collaboration and Workflow. Performing acceptance testing for the final release of all Hummingbird products in different languages and in different regional settings.Maintaining Product Integrity Lab, performing installations, configurations

and hardware updates, setup database servers SQL7/2000, Oracle8 and 9, Migrating Cyberdocs 4.0 repository data to DM 5.1.

2000 - 2002 Network Support Analyst

Drake Inc., Toronto, ONWas responsible for the conversion of the former Ethernet to the new Gigabit Ethernet network on Bombardier enterpriseHandled all conversions of cabling and user terminals Utilized Cisco 2900 & 3500 switches for the configuration and support of network control & troubleshooting toolsConducted text documentation on troubleshooting conclusions, conversion processesPerformed due-diligence analysis to conclude optimal performance

1999 – 2000 Network Technician

Celestica (formerly IBM) CISCO Routers Dept., Toronto, ONAdministered to the needs of all problems and repairs on CISCO routers as well as live network stimulationsPerformed PIX firewalls units hardware and software analysisInstalled CISCO processor and interface cards hardware and software Configured, maintained and managed all securityExtensive knowledge of different types of network standards and protocols

1997 – 1999 Technical Support Specialist

Comverse Efrat Network System, Tel-Aviv, IsraelAnalyzed problems and provided solutions for network, hardware, software and security problemsMaintained, administered and supported network for about 2500 users in a team of support and administrator workersInstalled and maintained network servers (Lotus Notes, Outlook exchange servers, Novell work servers, Unix servers)Created, moved and removed network users; regularly performed server backupsOrganized, prepared and taught training lessons to users and technical teams

1993 -1997 Hardware/Software, Electronics Technologist

Kravitz Technology, Tel-Aviv, Israel Designed programs and new hardware on microcomputers Developed and designed a database for electronics cards management Managed, led and supervised a team of technicians Provided service support for clients of the companyRepaired various devices and products including Multilanguage dictionaries, multimedia cards, printers, CD readers and recorders

Education

2002 Oracle Applied Internet Application Development -Certificate

DEEDS Project, University of Toronto, Toronto, ON

Data Modeling and UML, SQL, PL/SQL, Stored procedures, functions, and packages, Forms Builder I and II, Java, Internet Development: HTML, JavaScript, ASP, JSP, UNIX,XML(XSLT)

Oracle Certified Professional (OCP)

1994 Degree in Electronics -Technologist

Tel-Aviv University Technical College

PROFESSIONAL DEVELOPMENT COURSES

2003 Hummingbird Collaboration Installation and Configuration

2003 Hummingbird DM for DOCS Open Administrators

2003 Implementing Hummingbird BI with BI Server

1999 Cisco Routers, Switches -CCNA Certification

1997 Windows NT Workstation, Server & Outlook 98 Administrator Certification

1995 UNIX System & Administration Certification

1994 Novell CNA Networks Administration Certification

Additional information and references available on request

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