Customer Service Sql Server

MICHAEL TRAMUTOLA *** Wharncliffe Road South, Unit #3

London, Ontario

N6J 2N4

Phone: 226-***-**** 4 BlackBerry: 519-***-****

E-mail: *******.*********@******.***

4Profile

Ambitious, creative Information Technology Professional with over 10 years experience who is known for his ability to find solutions that reduces errors, saves time and increases productivity. Self-starter with a positive and enthusiastic attitude and reputation for analyzing and solving complex system issues quickly. Effective team player who strives to meet and exceed project expectations and deadlines. Areas of expertise include:

Enterprise Information Technology Administration and Support Application Development Systems Analysis and Design Business Analysis Project Management and ITIL skills

4 Key Technical Skills

Operating Systems: Microsoft Windows NT, XP, Vista and 7, Windows Server 2000, 2003 and 2008 (including Internet Information Services 5.0 and 6.0) and Active DirectoryMessaging, Communication/Collaboration and Database Systems: Microsoft Exchange Server 2003 and 2007, Microsoft LCS 2005/OCS 2007, Microsoft Office SharePoint Server 2007 Microsoft SQL Server 2000, 2005 and 2008, Oracle 10gApplication Development: .NET Framework 3.5 and Microsoft Visual Studio .NET 2005/2008/2010 Enterprise (VB.NET, ASP.NET, C#), Office Productivity: Internet Explorer 7/8/9. Microsoft Office System 2003, 2007 and 2010 (including Microsoft Office Access, Outlook, OneNote, Visio and Project), Microsoft Office Communicator 2005/2007/Lync BlackBerry (5.x/6.x/7.x), Google Android (Honeycomb, Gingerbread, Ice Cream Sandwich), Apple iOS (4.x/5.x/6.x)

4 Selected Accomplishments

Demonstrated technical ability: Restored a primary and backup Windows server hosting Microsoft SQL Server databases for National Assign & Designs workload application Results: Worked in a team to restore the connectivity to the Windows server; including the server operating system and SQL Server databases in sufficient time allowing for all business deliverables to be met

Key investigation and reporting skills: A multi switch failure occurred at a main central office within Bell Canada’s network I was engaged to provide reporting on all the affected switches that customer circuits sending traffic. Results: Utilizing my strong reporting and data mining capabilities in SQL I was able to quickly identify the affected customer circuits in providing reports in Crystal Reports and Microsoft Access to the broadband/IP engineering and field services teams (management and above) to allow them to re-route the circuits and traffic to different switches therefore allowing major enterprise customers traffic to be sent uninterrupted; allowing for significant uptime and minimal fines (cost savings) and imposed by the CRTC to Bell Canada (could have risen upwards to millions of dollars in fines if the switch failure outage was significant)

Excellent problem-solving and analytical skills: Developed a solution in 2007 allowing an automatic database pull (Oracle to Remedy) by reducing copy and paste errors from one system into another Results: Reduced touch time on an IP order by two minutes, which increased productivity by at least 30% and reducing the amount of errors by 75%

Detailed oriented and thorough under tight deadlines: Designed, tested and deployed a web-enabled application in 2007 using Microsoft Visual Studio .NET 2005 Enterprise (ASP.NET) to support an existing corporate inventory and provisioning system Results: Quick turn-around time (less than a month), immediate cost savings (tens of thousands of dollars) and new broadband service to be deployed on-time (million dollar project)

Proven track record in identifying problem areas and offering solutions: Designed a web-enabled report in 2006 using Microsoft Visual Studio .NET 2005 Enterprise (ASP.NET) to pull customer circuits from a corporate inventory and provisioning system (Oracle) Results: Allowed help desk to identify and resolve customer circuit issues proactively and increase productivity and decrease MTTR (mean time to repair) by 25%

Strong communication and partnering abilities: Developed a support model for a corporate-wide application used by National Assign & Design in completing broadband/IP engineering orders that encountered difficulties in dealing with the Customer Service Desk for system outages Results: Partnered with various levels (up to Director and VP levels) and teams (CGI, Network, IT) throughout the organization to develop the support model and to effectively deal with application incidents and system outages. Reduced system outage times by more than 30% and escalation calls by 25%

Eager to contribute skills and knowledge to support company objectives: Redesigned and implemented a complex database environment in 2003 from a legacy Microsoft Access database leveraging Microsoft SQL Server 2000 platform for National Assign & Design’s workload scheduling and tracking system Results: Introduced the database system as a national corporate wide application, enabled broadband/IP engineering and project management teams to effectively follow-up and track progress of orders, reduced e-mail and call flow by more than 40%

Received 2003, 2004, 2005 and 2006 Performance Based-Achievement Incentive Payout Bonus for achieving role model status for Leadership Edge Attributes and for Exceeding Objectives

4Education

Microsoft Certified Systems Engineer + Internet Graduate, triOS Training Centres 1999Business Information and Information Systems Technology Graduate, Fanshawe College 1996, 1997

4 Experience

Research In Motion – Information Technology

Progressed in various Information Technology positions

Desktop Support Specialist – Research In Motion (March 2011 – August 2012)

Providing level II and III technical support for all desktop support issues (software: operating system [Windows/Mac/Linux], application, server and database [Oracle/SQL Server] and hardware: laptop and desktop) to all employees of Research In Motion in person and remotelyResolving escalated incidents and work orders from IT Service Desk to meet specific service level targetsUtilizing strong time management, problem solving, decision making, interpretative and research skills when dealing with complex IT-related issuesResearching, analyzing and making technology recommendationsDelivering excellent customer service to both technical and non-technical usersExplaining IT concepts to non-technical users in a manner they can easily understand in relation to their issueEscalating issues to other internal support teams following specific OLA (operational level agreements) when resolution is beyond the capabilities of the Desktop Support teamAuthoring articles for the IT Self Help (ITSH) portal when a problem is encountered and a resolution is discovered to assist employees in resolving issues using a self-service assistance modelMaintaining the flow of communication between for the customer (phone, email, IM) in order to resolve their issue quicklyInstalling new hardware (hard drives, memory) and software as per work order requests through BMC Remedy Web 7.5RMA defective hardware (laptops, desktops) back to the vendor as per warranty support agreementsPerforming remote administration of laptops and desktops through LANdesk (remote software installs and administration)Supporting and resolving disk encryption issues with SecureDoc Disk Encryption softwareResolving virus incidents quickly and effectively in order to minimize impact to the network and spreading the infectionRe-imaging and deployment of desktops, laptops and printers for new hire, teams and reconfigs and updating the configuration management database (CMDB) with equipment deployedPerforming DHCP (DHCP reservations) and remote printer management (assignment of print queues and port management) in Active Directory along with AD management and data integrityReplacing toner and fuser cartridges for all printing devices (HP, Canon and plotters)Maintaining vendor relationships and placing service calls to Lenovo, Canon and HP when repairs are beyond scope of work for the Desktop Support teamFulfilling various project-related assignments (documentation, application development) on time and on budgetWorking both in a collaborative team environment and independently requiring minimal supervisionPerforming after hours on-call support

IT Service Desk Representative – Research In Motion (December 2009 – March 2011)

Demonstrating proficiency in a broad range of Information Technology concepts (desktop, applications, server, LAN and WAN, telecommunications, broadband and wireless and security) as well as the ability to collect and organize informationApplying expertise in problem solving and resourcefulness in resolving complex Information Technology and BlackBerry issues in a highly available enterprise IT environment (24/7, 365)Providing excellent customer service with a high degree of technical aptitude and knowledgeExplaining IT concepts to non-technical users in a manner they can easily understand in relation their issuePartnering with various internal support teams (Desktop, Remedy Administrators, Messaging & Authentication, Storage & Backup, Internal Product Deployment, Corporate Device Management, Knowledge Systems Management, Telecom) within RIM when escalating issues beyond Service Desk’s control through incidents and work orders in BMC Remedy Web 7.5Resolving BlackBerry BETA program issues beyond Service Desk’s scope of supportMaintaining flow of communication between the client (employee, manager, director or VP) and resolver teams to ensure the problem is resolved quickly and effectivelyUtilizing strong interpretive and decision-making skills coupled with excellent interpersonal, written and verbal skills to effectively communicate with internal and external teamsEnhancing documentation (documents and online), providing feedback and information sharing when a solution is obtained for an IT or BlackBerry-related issue that is not documentedTraining and supporting junior members of the team Fulfilling project-related tasks on time and on budget when requiredWorking both in a collaborative team environment and independently requiring minimal supervision

Various short term Information Technology contract positions 2008 – 2009

Researching and procuring new hardware and software to upgrade existing systemsInstalling and deploying Windows 2000 and 2003 servers along with SQL Server 2000 and 2005 and Exchange 2003 as well as desktop and laptop workstations running Windows XPMaintaining Active Directory structure (adds, deletes and changes)Troubleshooting and resolving application and network connectivity issuesPartnering with various other support teams in the resolution of system outagesMaintaining and upgrading various security software (McAfee and Norton anti-virus products)Developing guidelines and procedures on the support and management of application and network infrastructureIncreasing employee knowledge by providing training seminars on the support and management of the newly installed applications and systems

Bell Canada – Information Technology

Progressed in various Information Technology positions over eight consecutive years 2000 – 2008

Application Support Specialist – Bell Canada (October 2007 – November 2008)

Performing level II and III application support for Bell Canada/Bell West broadband and IP system applicationsSubject matter expert for provisioning, network inventory and workload management operational support systems used broadband and IP circuit design activitiesDeveloping, testing and executing back end SQL scripts (SQL Server and Oracle) in order to resolve complex application support/data integrity issues following specific service level agreement targets (ITIL) for incident resolutionExecuting test plans and performing full regression testing for operational support system enhancement to test full functionality (in both UAT and production environments) and partnering with development, change management, infrastructure support, project management/business analyst teams to ensure enhancement is deployed successfullySupporting production and UAT infrastructure environments (Windows, Citrix, IIS, IBM Websphere and Apache)Performing after hours and pager support when change management occurs on Windows/Citrix infrastructure ensuring application availability utilizing ITIL best practices (adhering to change management policies and service level agreement targets)Engaging other support teams (CGI Customer Service Desk, Bell West Frontline Support, 3rd Line Wintel/Citrix/Unix Support, Broadband Administration Systems Support, Advanced Technical Solutions) when necessaryDeveloping operational guidelines/documents and coaching other Bell Canada teams/employees on the use and support of broadband and IP system applications

Business Analyst Systems – Bell Canada (April 2005 – October 2007)

Delivering new enhancements and capabilities to broadband and IP applications used within Bell Canada engineering teams utilizing strong application knowledge through progressive application support and subject matter expertiseExcellent knowledge of various systems development life cyclesLeading and coordinating various projects between CGI, IT and Network stakeholders (new system introduction and existing system enhancements)Ensuring projects are deployed on time and on or under budget (i.e. meeting deliverables under tight timeframes and multiple projects) utilizing project management life cycle techniquesResearching, analyzing and making technology recommendationsDefining and understanding complex business requirements in relation to overall project deploymentPerforming project management, scope definition, cost estimating and return on investment analysis Meeting with Project Managers and Network personnel via conference calls and JAD sessions to discuss project requirements and deliverablesWorking closely with application vendors, project managers and developers to introduce enhancements or bug fixes for various Bell applicationsWriting business case/BRD/SRS, test plan, test cases and test matrix documents for various system enhancementsFollowing 3D methodologies when creating deliverables (requirements/SRS, test plan, test cases and test matrix)Developing processes for deploying Bell West tools within eastern (Bell Ontario and Bell Quebec) broadband/IP provisioning, project/order management and control centre teams (Western Operations National Initiative)Performing full system, regression and sanity testing in user acceptance testing and production environments on deployment date (weekend) ensuring data integrity is maintainedExecuting complex test cases to ensure full system functionalityAdvising all Network stakeholders and partners of scheduled enhancements via corporate communication guidelinesPerforming on-site post deployment support availability during warranty period

Computer Application Support – Bell Canada (April 2000 – April 2005)

Providing application support to broadband and IP provisioning, network inventory and workload management applications to the broadband and IP engineering teams within Bell Canada (field technicians, circuit designers and management)Subject matter expert (SME) for provisioning, network inventory and workload management systems used broadband and IP circuit design activitiesResolving application incidents quickly in order to minimize impacts on deliverablesActing as a technical resource for projects involving system upgrades and enhancementsProviding key application and system knowledge and interaction between various systems (data feeds from one system to another) and how it can affect deliverables for the broadband and IP engineering team when system upgrades and enhancements are deployedData mining and reporting in SQL on customer circuits and traffic in order to manage capacity of the ATM/MPLS network in both Crystal Reports, Microsoft Access and ExcelDeveloping complex SQL queries to generate reports from provisioning, network inventory and management systems for other Bell Canada IT and engineering teams to monitor broadband ATM/IP/MPLS network capacity Developing new and enhancing applications leveraging the Microsoft SQL Server environment with Microsoft Visual Studio .NET Enterprise, .NET architecture and Microsoft Access including Visual Basic for Applications (Access, Word, Excel [macros]) and Visual Basic scriptingFully testing, configuring and deploying web-enabled database driven intranet sites using Microsoft Internet Information Services 6.0, IBM Websphere, Apache and ColdFusionDeploying, managing and resolving incidents for Windows 2000 and 2003 servers running SQL Server 2000/2005, MOSS 2007 Oracle 10g and IIS 5.0/6.0 (lab server farm [25-50 servers] for production and UAT environments)Supporting over 100 users with their PC desktops/notebooks (hardware and software) multi-function units/printers, BlackBerry/Windows Mobile, VOIP telephony, remote access, server, network, security and application issuesHandling PC refresh program and desktop imaging as per Bell Canada guidelinesDelivering excellent customer service to both technical and non-technical usersExplaining IT concepts to non-technical users in a manner they can easily understand in relation to their issue

4Technical Expertise

Operating Systems, Programming Languages, Internet, Messaging/Collaboration and Database Systems

Microsoft Windows NT 4.0, 2000, XP, Vista, 7, 2003 and 2008 (Professional, Business, Ultimate and Server) including

Active DirectoryMVS, AS/400, AIX and UNIX/Linux (Redhat, Ubuntu)Mac OS X Snow Leopard/LionNovell NetWare 5.x/6.x, Open Enterprise Server 1/2 and GroupWise 7/8.NET Framework 3.5 and Microsoft Visual Studio .NET 2003/2005/2008 and 2010 Enterprise (including Visual Basic, VB.NET, ASP.NET and C# using the following technologies: VBScript and ActiveX components)Mainframe technologies: COBOL, RPG, JCLHTML 3.2, VRML, CSS, XML/XLT, AJAX, JSON, SOAP and JavaMicrosoft Internet Information Server 5.0/6.0 and 7.0, IBM Websphere, Apache and ColdFusionMicrosoft Exchange Server 2003/2007, Microsoft Office SharePoint Server 2007, Microsoft Live Communications Server 2005/Office Communications Server 2007, BlackBerry Enterprise ServerMicrosoft SQL Server 2000/2005/2008, Oracle 7.x, 8i, 9i and 10g, Sybase and IBM DB/2

Applications/Custom Bell Canada and RIM Systems and Applications

Microsoft Office 97, 2000, XP, System 2003, 2007 and 2010 (including Access and Outlook) (Professional and Enterprise)Microsoft Office Visio 2000, 2003, 2007, 2010 Professional and Microsoft Office Project 2000, 2003, 2007, 2010 ProfessionalMicrosoft Internet Explorer 6 and Windows Internet Explorer 7/8 and 9 (including IEAK [Internet Explorer Administration Kit])Microsoft Office Communicator 2005/2007 r2/LyncMicrosoft Expression Studio (Web, Design, Media and Blend)Microsoft FrontPage 2003/2005Adobe Creative Suite 4/5, Adobe Acrobat 9/10 (Professional and Reader)

Applications used at Research In Motion: BlackBerry Enterprise Server 5.0/Mobile Fusion, BlackBerry Desktop Manager 7.0, BMC Remedy Web 7.5, SAP, Crystal Reports, eMatrix, Livelink, MFGWeb, MKS Integrity, Perforce, HP Quality Center RSA VPN Console/RACF SecurID, Cisco AnyConnect, Cisco Systems VPN Client, Juniper Networks Odyssey Access Manager, Cisco UCCX, WebEx, Cisco Meeting Place, Centrify, CIC (Call Interaction Client), Avaya, VMWare, Citrix

Suite of Broadband and IP provisioning systems used in Bell Canada: Enterprise Order Management (EOM)/Siebel, Permanent Virtual Circuit Order Assignment Record System (PVCOARS), IP Assignment System (IPAS), Network Record Management System (NRMS)/Cramer, NetworkX, Trunk Assignment Record System (TARS), Mechanized Trunk Work Order (MTWO), Plug In Administration Management System (PIAMS), Network Request, RAPID Client, Circuit Order Provisioning System (COPS)/Future Operations of Customer Universal Services (FOCUS)/IP Activation (IPACT)/Demarcation Assignment Database (DAD) (Remedy/Action Request System [ARS]), Nortel NMS Passport, Alcatel 5620, CiscoWorks 2000, Netprovision/NAPS, SNAP Hyperstream, Documentum, SAP, Ariba Buyer, HP OpenView, HP ServiceCentre, Mercury Quality Centre, Citrix, TBS Metasolv, Dashboard, Non-standard Service Request (NSR), Clarify/First Choice, Fiberbase and RACF SecurID

Research In Motion Information Technology Environment

100/Gigabit Base-T Ethernet network with Windows 2000/XP/7 clients and Windows 2003/2008 serversIBM/Lenovo INTEL-based Lenovo ThinkPad laptops/ThinkCenter desktops, HP desktops and HP and Compaq INTEL-based serversWindows XP Professional, Windows 7 Enterprise, Mac OS X Snow Leopard/Lion, Linux, Ubuntu 11.0Livelink Document Management SystemCisco Extension Mobility using Cisco IP Desk phones and Cisco IP Communicator telephonyMicrosoft SQL Server 2005/2008, Oracle 9i and 10g and BMC Remedy Web 7.5Microsoft Visual Studio 2010/Seagate Crystal Reports XI R2Microsoft Visual Studio .NET 2005/2008 Professional and EnterpriseMicrosoft Internet Information Server 5.0/6.0, SharePoint Server and ApacheWindows Internet Explorer 7.0/9.0 and Microsoft Office System 2003/2007/2010 (including Microsoft Outlook, Access, Project, Visio and OneNote) and Microsoft Outlook Web AccessOn-line presence, collaboration and unified messaging utilizing Microsoft Live Communications Server 2005/Office Communications Server 2007 using Microsoft Office Communicator 2005/2007 r2, Microsoft Lync and Communicator Web AccessVirtual meetings utilizing Cisco Telepresence, Cisco WebEx, Microsoft NetMeeting 3.0 and Microsoft Office LiveMeeting 2005/2007Mobile computing using BlackBerry and BlackBerry Enterprise Server 5.0McAfee VirusScan Enterprise, Symantec Endpoint Protection 11 and Symantec Enterprise VaultSecure remote access using Cisco AnyConnect (VPN/wireless), Cisco Systems VPN and wireless connectivity using Juniper Networks Odyssey Access ManagerCloud Computing and virtualization using HyperV, VMWare and Citrix

Bell Canada Information Technology Environment

10/100 Base-T Ethernet/Mainframe network with Windows 2000/XP clients and Windows 2000/2003 serversIBM INTEL-based NetVista and ThinkPad PC’s and laptops and HP and Compaq INTEL-based serversWindows NT 4.0, Windows 2000 Professional, Windows XP ProfessionalMicrosoft SQL Server 2000/2005, Oracle 7.3, 8i, 9i and 10g and Remedy 6.0Microsoft Visual Studio .NET 2003/2005 EnterpriseMicrosoft Internet Information Server 5.0/6.0, SharePoint Server, Apache and ColdFusionMicrosoft Office 2000/XP/System 2003 (including Microsoft Outlook) and Microsoft Outlook Web AccessOn-line presence, collaboration and unified messaging utilizing Microsoft Live Communications Server 2005/Office Communications Server 2007 using Microsoft Office Communicator 2005/2007 and Communicator Web AccessVirtual meetings utilizing Microsoft NetMeeting 3.0 and Microsoft Office LiveMeeting 2005/2007Mobile computing using BlackBerry and Windows Mobile enabled devicesInternet Explorer 6.0 and Netscape Communicator 4.8McAfee VirusScan Enterprise 8.0HostExplorer 6.2 and Exceed 9.0 (Mainframe 3270/VT sessions and Unix X-Window graphical user interfaces) and secure remote connections using SecureCRT 4.1

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