Technical support, Customer Service, Network Support

Dennis Scott

Bronx, New York - *****

Phone: 914-***-****

Email: ac1jp2@r.postjobfree.com

OBJECTIVE To obtain a position in a reputable organization where my skills and work experiences will be recognized as a valuable asset and utilized to its continued success.

OVERVIEW

Many years of experience in the field of desktop and server support and customer service.

Experienced in a wide range of client/server applications, installing and configuring desktops and servers with the ability to troubleshoot under pressure.

Highly competitive, self motivated person, who is well disciplined, organized, creative and detail oriented.

Good interpersonal and communication skills and proven ability to work well under stressful situations.

Able to work both independently and as part of a team and the ability to deal effectively with all levels and departments within an organization.

Systems: Windows 2000/XP/Vista/7/8.1/10, MacOS X, Windows Server (AD, GPO), Microsoft Exchange Server 2003/2010, SharePoint 2007/2010, Novell, Wordpress, Citrix Metaframe Presentation Server, BES, VMWare, Sophos Appliance, MDM, SAGE ERP, Ceridian, Newt (Fibernetics), SQL.

Mobile Platforms: iOS, Blackberry, Android.

Tools: Citrix Secure Access, RSA ACE/Server Admin, SMS, Remedy, Tivoli, Microsoft Office

(All versions), Adobe Acrobat Pro, GroupWise Email, Citrix Secure Access, MATWorx32, WebEx, Skype for Business, KACE, Zendesk, Avaya Communicator.

Network: TCP/IP, NetBEUI, NWLink, IPX/SPX, UDP, IPX, SMTP.

Services: DNS, DHCP, IIS, VPN.

PROFESSIONAL EXPERIENCE

IT Team Lead

Centric Health/LifeMark Health Group, Toronto – Canada Jun 2015-Sept 2016

Managed day-to-day coordination of Level 1 Application support staff and IT Field Support Technicians.

Prioritized, processed and assigned daily support requests, escalated high priority and critical support requests.

Coordinated assignment and escalation of support requests to IT Field Support Technicians.

Coordinated assignment and escalation of support requests to Network and Infrastructure Support Leads.

Organized Level 1 Application support and IT Field Support Technician schedules and manage strategic outsourcing of support.

Conducted and maintained inventory and asset management.

Coordinated setup and deployment of computer systems in Local and Regional Office Locations.

Participated in monthly internal IT audit procedures.

Maintained and created documentation of support and infrastructure.

Managed monthly national mobility contract.

Dennis Scott 914-***-**** ac1jp2@r.postjobfree.com, page 2 Datacentre Support Analyst

Xerox IT Outsourcing (Franklin Templeton), Toronto - Canada Contract

Provided support for IBM and HP Servers in a Datacenter environment.

Prepped and configured incoming Servers for deployment into Datacenter.

Performed Tape backup and scheduled storage to offsite secure facility following specific guidelines to ensure proper processing.

Processed offsite retrieval of Tape backup from offsite secure facility using specific guidelines to maintain accuracy .

Provided 24 hr on-call/onsite support in the event of a severe Server failure. IT Support Analyst

Ontario Trillium Foundation (Government of Canada), Toronto 2006-2015

Provided courteous and professional helpdesk support to internal/external staff, volunteers and board members.

Responsible for supporting all systems including emergency reaction, regularly scheduled maintenance, and upgrades.

Worked with staff to facilitate learning and maximize usage of the basic functions in the Microsoft Office Suite and other applications that relates to their work.

Lead hardware upgrade and software refresh from Windows XP/7 to Windows 8.1.

Coordinated and executed Regional offices network infrastructure, software and hardware upgrades.

Maintained helpdesk statistics for management reporting and future planning purposes.

Created and administered user accounts, computers, distribution lists through the Windows 2008/2012 and Exchange Server environment.

Created and administered VPN accounts internal and external staff.

Performed some Network management tasks alongside Network and DB Administrator.

Track all hardware and software inventory and update accordingly to maintain accuracy.

Monitored network health issues at the basic level to ensure minimal service interruptions.

Supervised and guided summer experience students in gaining experience on various systems.

Desktop Support - IT Analyst

IBM Canada, Toronto – Canada 2005-2006

Team lead accountable for assisting current and newly hired Analysts.

Subject Matter Expert (SME) for Managed Desktop, Software distribution and IP

Telephony.

Provided level l and ll technical support for general hardware, software and

networking issues.

Provided extended support to deskside technicians that have access restrictions to

complete various tasks.

Provided problem resolution where applicable via voice or remote takeover of

workstations using the Microsoft System Management Server and Netmeeting.

Troubleshot issues with Microsoft Office, Windows 2000/XP, Novell, Citrix,

Adobe Acrobat, and other frequently used proprietary applications.

Provided support to clients with various Telephony issues.

Created and administered user accounts, computers, and other resources through Active

Directory and Novell Console environment.

Provided support to clients using the WorldCom Access Manager and Cisco VPN dialer

software.

Dennis Scott 914-***-**** ac1jp2@r.postjobfree.com, page 3 Team Manager

CIBC & Hudson Bay Insurance, Sitel Canada, Toronto – Canada 2003-2005

Managed and supervised a team of 20 customer service representatives and 9 certified

insurance agents.

Broad knowledge of CIBC and Hudson Bay insurance products offerings.

Monitored, Coached and provided effective feedback to current and newly hired customer service representatives.

Reviewed production reports from previous shifts to identify bottom producers and provided adequate assistance to ensure performance improvement.

Conducted pre-shift meetings to provide updates to the team on previous and current performance and production expectations.

Issued success plan and disciplinary plan when appropriate.

Completed all reports and administration relevant to the campaigns and administered the payroll for the agents.

Created incentive programs plan for daily, weekly and monthly for motivational

purposes.

Worked closely with and provided direction to the Quality Assurance Professionals.

Interacted with clients on various occasions to discuss campaign performance and lead requirements.

Desktop Support – IT Analyst (Contract)

World Wild Life Fund, Toronto – Canada 2004-2005

Provided desktop support for users in Toronto and regional offices via phone and remote connections.

Created and administered user accounts, printers, and other resources in Active Directory Console.

Created and administered email accounts for GroupWise in the Novell Console environment.

Provided support to staff using the Microsoft Office 2000 and GroupWise email applications.

Performed troubleshooting techniques on problematic hardware and transferred to external vendors when extensive support is needed.

Preformed re-imaging tasks on new and existing machines using the Norton Ghost disk imaging software and deployed machines into existing network environment.

Created and administered user account through the Microsoft Active directory and Novell environment.

Performed backup of system at end of day and checked data tapes thoroughly to ensure information is being consistently recorded without errors.

Assisted in deploying new desktop machines to replace existing machines throughout the organization.

EDUCATION

CDI College

- Support and Network Administrator

A+ and ITIL Certified.

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate