IT Support Analyst

MANUEL ALTURA

BSECE, MCSE NT*, MCP, CCNA, CCTRS, CCAI

Calgary, AB 403-***-****

*********************@*****.***

SUMMARY

A results-driven professional IT Support Analyst with 10+ years of experience in Field and Remote support of IT systems. Takes initiative, quick to learn and adapt to new technologies, is collaborative with colleagues and service-focused with customers. An effective trainer and project leader. Possesses business acumen and leadership skills acquired and developed in the workplace and in the academe.

TECHNICAL SKILLS

oINSTALLATION, TROUBLESHOOTING, MAINTENANCE, UPGRADING, CONFIGURING: computer, servers, network appliances, printers, POS, ATM, SSCO, software.

oTECHNICAL DOCUMENTATION: Creating user manuals, operating guides, technical procedures, staging guides, deployment plans and troubleshooting manuals.

oOPERATING SYSTEMS: Windows, Linux, MAC, Cisco IOS and Android.

oWINDOWS TECHNOLOGY: AD, IIS, DNS, DHCP,GPO, KDS, Terminal/Print Service, VM.

oMANAGEMENT TOOLS: SOTI, Splunk, ELOView, ServiceNOW, LogmeIN, RDP, VNC, SSH,WDM, IOS Commands( SHOW, DEBUG, COPY, CONFIG, etc).

oNETWORK TOOLS: PING, TRACERT, ARP,IPCONFIG,TELNET, NETSTAT, NSLOOKUP, WIRESHARK, NETMON, IPSCANNER,VNC.

oSOFTWARE / PROGRAMMING: MS Office Suite, Dbase III Plus,BASIC, SQL, MS Access.

oWORK SKILLS: Customer Service and Relation, Organized, Project Management, Account Management, Teaching/Training, Strategic Management, Event Planning and Execution, Resourceful, Detail Oriented, Teamwork, Leadership, Initiative, Proactive.

oLanguages: Fluent in English &Tagalog with basic skills in Mandarin and Fukien.

WORK EXPERIENCE.

FGL SPORTS LIMITED 2014 ~ 2017

Store Support Analyst

Reporting to the In Store Production Support Manager, provided remote support for Point of Sales System, Backoffice computer systems, Phone system and Network infrastructure deployed in the 450 Marks Work Wearhouse retail stores across Canada for around 1200 users ( Area directors, Managers and staff).

Projects:

- Project lead for SSS department on Android Tablet Staging and Deployment. In charge of testing, pilot run, setting up of SOTI Management Server, configuring global lockdown profile and policies, staging, deployment and documentations.

- Member of the SSS deployment team for Linux to Android POS migration.

- Network Printer Refresh implementation and technical documentation lead.

- Back Office PC Refresh project lead.

Supported computer systems that included POS, desktop PCs and thin clients, Network printer, back office Servers, Phone Systems, Digital content servers and network devices.

Supported, updated and deployed application/software to stores’ computer equipment.

Wrote Linux scripts for deploying software packages, troubleshooting, log file searches, applying patches, hardware scans and CRON jobs/ tasks.

Tested, rebuilt and reimaged computer equipment, hard drives and devices in order to provide a cost effective process and faster turnaround in resolving hardware issues.

Trained newly hired Store Analyst for onboarding. Trained Store Systems Analyst team in project staging, methodology, deployment and troubleshooting.

NATIONAL CASH REGISTER NCR) CANADA 2012 ~ 2014

Retail POS and Networking Customer Engineer II

Reporting to the Service Manager, provided onsite/ face to face client support for the various NCR clients under maintenance contract in Calgary and its immediate periphery. The clients included such organizations as Sobeys, The Bay, McDonalds, Starbucks, Lowes, Home Depot, Safeway, Target, Bath and Body, Wendys, etc.

Projects: Member of the deployment team for Target SSCO install, SOBEYS POS Software Update, Various company CISCO Router and Switch IOS Update, McDonald’s POS migration, HOME Depot SSCO Migration. Coordinated and liaised with central command center composed of project manager in the implementation of above projects.

Installed, upgraded and maintained POS System (IBM, NCR), Self Check Out Lanes, Automated Entertainment Machines, Back Office Servers, and Office Laser printers.

Installed, Commissioned and Decommissioned, Configured and Maintain Cisco Switches and Routers, Unified Computing System, WAPs/ Bridge, WLan Controller, Blade Servers.

Upgraded Cisco IOS on routers and switches using TFTP or Xmodem, configure Cisco routers and switches, Password recovery and used commands such as “Show” for troubleshooting.

Installed, Configured and Maintained Symantec Servers and Raid Controllers, Checkpoint Firewall Appliance, Cisco Telepresence Equipment.

Interconnected fiber optic links in Network Operation Centers

DOCTOR DAVE COMPUTER REMEDIES 2007 ~ 2013

Senior Computer Specialist( Part time)

Reporting to the Service Manager. Attend to small office/home office and residential clients for installation, setup, configuration, troubleshooting and upgrade of computer and network systems and software.

Remove malwares using Antivirus tools and regedit.Edit startup configurations and services. Recovering lost/deleted files, directories, emails and favorites.

Reimaging and reinstallation of operating systems. Updating/ Upgrading of OS.

Hardware and network troubleshooting and installation.

Installation of various software suite and orientation. Onsite tutorials and user training.

Optimization of system. Use OS tools such as Event viewer, Computer Management,etc.

DIEBOLD COMPANY OF CANADA 2005 ~ 2011

Senior Customer Service Engineer

Reporting to the Western Canada Service Manager, provided onsite/ face to face client support for various client under contract within Calgary and its periphery. The client included TD Bank, Bank of Nova Scotia, First Calgary Savings Bank, Servus Credit Union, Safeway and Sobeys Pharmacy.

Projects: TD Bank Legacy ATM to Diebold Opteva ATMs conversion, Scotiabank ATM processor and software upgrade and Credit Union EPP hardware upgrade.

Installed, Upgraded and Maintained Automated Banking Machines, Express Delivery Units, Automated Entertainment Machines, Automed and Cash Dispensers.

DE LA SALLE UNIVERSITY 2000 ~ 2005

Senior Professional Lecturer / Cisco Academy Main Contact

Reporting to the Chairman of the Computer Technology Department, College of Computer Science, taught various computer, network and strategic management courses and managed the Cisco Academy program.

Taught: Computer organization Microcomputer Lab, Network Management, Computer Network, CISCO CCNA and Strategic Management.

Managed the Cisco Networking Academy Program of DLSU. Marketed, promoted and packaged various Cisco courses. Member of Cisco Core Council Philippines. Set up and maintained Cisco Networking Laboratory for Cisco Networking classes.

EDUCATION / PROFESSIONAL DEVELOPMENT

Certificate Windows Server, Southern Alberta Institute of Technology, (SAIT) 2014

Network Course, SAIT, 2005.

Cisco Certified Network Associate Program, De La Salle University, 2002.

Bachelor of Science in Electronics and Communications Engineering, De La Salle University Graduated 1985. Dean’s List.

VOLUNTEER WORK and INTEREST

Has a natural inclination towards helping people resolve issues; whether in professional or personal life. Proof of which are the following engagement in volunteer work:

-Calgary Catholic Immigration Society: resettlement volunteer for refugees. Assist refugees in their first year of resettling in Calgary

-Couples for Christ Foundation for Family and Life: Western Canada Region coordinator. Provide support for married couples and their family. Conduct seminars and counselling.

-Ascension Parish Church: Marriage Preparation Program facilitator, choir member and Extra Ordinary Minister.

Interest: Basketball, bowling, table tennis, badminton, reading books, writing/composing songs, guitar playing and watching movies.

Contact this candidate