Project Support

Ricardo Manca

** ******* *****, ***********, **, L4A 0R7

Telephone: 905-***-**** E-mail: *******@******.***

Information Technology Professional

Insightful, result-driven IT professional with notable success directing a broad range of corporate IT initiatives while participating in planning, analysis, and implementation of solutions to support the business. Excel at providing full life cycle project deployment with hands-on experience leading various system upgrades, system requirement analysis, deployment design, testing and support. Excellent project and program lead with the ability to coordinate project requirements, managing, motivating, guiding and training team members.

Skills:Knowledge of information security principles and practicesWorking experience with security systemsUnderstanding of security protocols and standardsEvaluate and develop approach to solutionsProactively assess potential items of risk and opportunities of vulnerabilitiesSupport day-to-day administration of various infrastructure softwareAn IT Support Consultant with a proven record of providing excellent customer support and exceptional troubleshooting abilities Results oriented coupled with broad experience in all levels of support.13 years work experience in IT, including 3 years of which providing support on multiple HRIS/HRMS products. Demonstrated experience as an IT Project Lead, Supervisor, Trainer, and mentor.Ability to maintain a calm disposition during difficult situations.20 years combined experience with DOS, OS/2, Windows 3.1, 95, 98, NT, ME, 2000, XP, and Vista.5 years administrative and disaster recovery experience with Windows NT Server, Terminal Services, Citrix, SCO Unix, Novell, AS/400, SMS and AD, and Lotus Notes Domino R5.

PROFESSIONAL EXPERIENCE:

Fidelity Information Systems - Ceridian Canada Ltd.,

Systems Administrator, 2005 – Present

Provide both telephone and on-site technical assistance to Ceridian employees, acting as second and third level support for first level support staff.Windows 2000 and Windows XP image development with use of Microsoft sysprep methodology.Windows XP French image development and application testing to meet Quebec’s stringent language laws.Deployment of laptop and desktop computers to both internal and virtual employees.Hardware maintenance repair of laptop and desktop computers with both spare and warranty parts from Dell Canada, and coordinate off-site repair of computer equipment with Getronics and Unisys.Developed custom images for various departments for mass deployment of systems in order to reduce deployment time.Tested Windows Vista image with internal applications, and for deployment to our farm of virtual systems.Migrated MBSA to ITMU security patch deployment, also responsible for monthly security patch deployment to Ceridian CanadaApplication deployments through SMS such as .NET Framework, MDAC 2.8 SP1, MS Office application upgrades, Windows XP SP3 upgrade, and internally developed applications.Developed VMware image of HR and Payroll applications for both internal as well as external client training department. Deployed Trend Micro patch updates, client application upgrades, and monitoring of desktop systems for both Viral and Spyware attacks.Server management of Safeboot which is a tool used to provide hard drive encryption for desktop and laptop equipment. Project lead in the movement of IT equipment during office remodeling, testing of network connectivity, patching of data drops, and coordinate the movement of network printers and their respective set-ups. Trained and mentored junior desktop team members on supporting Ceridian applications and environment.Created support documentation for various tools and applications such as LotusNotes, Windows OS, Office Products, internally developed applications, Dameware, SMS and AD, Safeboot, and TrendMicro.Asset Management of computer equipment which involves system refresh, and disposals.Administer the approval process for local administrative requests from Ceridian staffs that require elevated privilege to their workstation.Administer Active Directory computer objects and accounts.Audit Group Policies within the Active Directory in an effort to remove duplication of policies, streamline policies that affect workstation security, and update Policies to reflect the organization workplace.

ADP Canada – Time and Labour Management

Technical Support Consultant, 2003 to 2005

Provided both telephone and on-site technical assistance to account managers and implementation specialist, and managed sensitive TLM accounts. Also, provide on-site support on various HW and SW issues, and group training sessions to managers, supervisors and eTIME administrators.Audited client support processes and develop guidelines to better deliver timely resolutions. Accountable for managing sensitive client issues for companies such as Sysco Circa, The Brick, Myron Manufacturing, and Stack a Shelf.Mentor junior level support staff on eTIME programming, troubleshooting and customer relations. Project lead in application upgrades, database rebuilds and customizations, and migration of eTIME so that it could communicate properly with both ADP payroll applications.Developed step by step technical guides for resolving client issues, and process guides for various eTIME projects.Bi-lingual support specialist in the Time & Labour Management group for the eTIME software from Kronos, OTS (Office TimeSheet), and web-based applications such as eZLabour and eTIMEsheet.Hardware support for RSI biometric scanners, and Kronos and CMI TimeClock devices used to keep track of employee attendance.

Manpower Services Canada

Network Administration, 2000 to 2002

Administer the HRMS recruitment application called TechBase. A customized version of Bond’s Adapt Recruitment application. Train new recruiters on how to use the application for end-to-end recruiting.Provided first level support for HRIS (HR Manager from ASL Consulting), and proprietary software such as: AS/400 AOS/MIDAS payroll application, Mainframe software such as Cognos PowerPlay, Mocha, Maxview and Lawson, and MPForms payroll slip & cheque printing software.Project Lead in the assessment of web conferencing tools, which resulted in the rental of a product that is assisting Manpower to provide cost efficient training, and management conferencing.Provided telephone support for approximately 600 employees across Canada which included French language support for employees in Quebec.Project Lead in the amalgamation of the Canadian Head Office and Canadian Support Centre which entailed the following: physical move of PCs, Laptops and Servers, and network conversion from Novell to an NT environment.Project lead during office moves and relocations which involved the physical move of all computer equipment, set-up of network connectivity, and ensure the readiness of all systems by next business day.Responsible for the redistribution of technology assets across Canada.Assisted in the conversion of 17 offices from x.25 dumb terminals to PCs. Each office connected with a dedicated 56K or 128K - frame relay to the Manpower Support Centre in Toronto.Developed a standard training and testing lab image used at all Manpower offices across Canada.

ADITIONAL PROFESSIONAL EXPERIENCE:

Active Intelligence Inc.

2000

IT Recruiter

Manpower Services Canada

1999

IT Recruiter and Trainer

IBM Call Centre Support Staff

1997 to 1999

EDUCATION

2011 TrainCanadaMicrosoft Windows Server 2008 – Active Directory Configuring and Troubleshooting

2010 TrainCanada

Microsoft VBScript writing

2003 Humber CollegeNetwork+ course

1998 CompTIACompleted A+ Certification

1997 – 1999 Seneca College of Applied Arts and TechnologyBusiness Administration – Human Resource Administration (Diploma)

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