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Technical Support Customer Service

Location:
Calgary, Alberta, Canada
Posted:
February 02, 2018

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Resume:

Oliver Knauf

** ******’s Meadow Place N.E.

Calgary, Alberta

T3J 4H6

403-***-****

Email: ac4bjo@r.postjobfree.com

RELEVANT SKILLS:

Experienced with Windows 95/98/NT/2000/Me/CE/XP/Vista/7/8.1/10/Server2008r2/Server2012r2, Office 97/2000/XP/2003/ 2007/2010/2013/2016/365, Hyper-V, Remedy, Heat, Citrix XenApp, VMWare, Skype for Business and SCCM (including configuring, troubleshooting, migrating, imaging, and installing)

Well versed in repairing and maintaining of IBM PC’s and compatibles, printers, and laptops

Demonstrated experience with client support and a proven ability to deliver a high level of customer service

Excellent written and verbal communication skills

Reliable and dependable

WORK EXPERIENCE:

Aug 2009 - October 2017 APPLICATION SUPPORT ANALYST III

PCM Canada (formerly Acrodex), Calgary, Alberta

Provided install documentation for software within a test environment for application packagers at the City of Calgary

Communicated with clients, departments, packagers and Vendors to resolve installation issues (manually or via SCCM)

Worked with Vendor(s) directly to ensure software functionality

Application rationalization and software compatibility testing

Maintained Pre-packaging and User Acceptance Testing queues

Nov 2007 - July 2009 TECHNICAL ANALYST III

Maxim Group/Compugen/Acrodex, Calgary, Alberta

Provided onsite technical support (software and hardware) for the City of Calgary

Resolved trouble tickets via the use of Remedy to maintain the Deskside Support and Emergency Rebuilds queues

Maintained hardware Certification with various Vendors

Performed various system rebuilds

Dec 2006 - Sep 2007 HELPDESK SUPPORT ANALYST

Bantrel, Calgary, Alberta

Provided onsite telephone, s/w, and h/w support for Bantrel

Assist with Network Services to resolve trouble tickets via the use of Heat (maintained “1st Level“ and “2nd Level” queues)

Provided technical support via SMS/Citrix remotely

Jun 2005 - Dec 2006 DESKSIDE SUPPORT ANALYST

NexInnovations, Calgary, Alberta

Provided onsite h/w & s/w support for Alberta Transportation

Assist with EDS Helpdesk to resolve trouble tickets via the use of Remedy (maintained “Break/Fix” or “2nd Level” queue)

Provided technical support over the phone and via SMS remotely

EDUCATION: Oliver Knauf

Page 2

1991 - 1993 COMPUTER ENGINEERING PROGRAM

Southern Alberta Institute of Technology

Calgary, Alberta

Programming: MS-DOS, Assembly, UNIX, C++, and Basic

Software: CAD, AutoCAD, OrCAD, Tango, Kermit, Procomm Plus, Windows 3.1, Banyan Vines, and Ethernet

PC Hardware: Uart, Motorola 68HC11, RS-232, RS-422, and 2400Etc Modem

CERTIFICATIONS:

2017 MVA: Power Tools for Windows 10

MVA: SCCM: Deploying Software and Operating Systems

MVA: Deploying Windows 10 Using SCCM

2016 MVA: Windows 10: Top Features for IT Pros

MVA: Windows 10 IT Pro Essentials Support Secrets

MVA: Managing Exchange Online Using PowerShell

2015 MVA: Getting Started with Microsoft PowerShell

MVA: Getting Started with Windows 10 for IT Professionals

MVA: Using PowerShell to Manage Office 365 Users

ITIL Awareness: Certificate of Completion

2013 Lenovo Laptop/Desktop training

2009 Symantec Technical Specialist (Backup Exec/System Recovery)

Lenovo Laptop/Desktop training

Xerox Laser Printer training

2006 IBM (Lenovo)/Dell/Lexmark/Toshiba

2001 Toshiba (laptops only)

2000 Windows 2000 (course only)

1999 IBM (Warranty enabled training)

1998Hewlett Packard (printers only)

Windows NT 4.0 (course only)

1997 A+ Certification

Toshiba (laptops only)

1996 Windows 95 (course only)

Quality Service Skills (SHL)

Lexmark (Optra, 4039, etc.)

1995 Compaq (all products)

REFERENCES AVAILABLE UPON REQUEST!



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