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I.T. Support Specialist

Calgary, Alberta, Canada
February 16, 2018

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Brendan Koch

Apt ** - **** * st N.W

Calgary, AB, T2M 2T2


Career Summary

Experienced in both technical, independent and team projects with the goal of combining my technical attributes with my ability to motivate teams and increase productivity and profitability.

Key technical Skills Summary and qualifications

Technical Skills


Enterprise Systems, Services and Applications

Microsoft Exchange Server 2000, 2003, 2007, 2010, Windows Server 2003/2008r2/2012®, Citrix, MS Active Directory (AD), Windows Small Business Server (SBS), VMware, Intermediate Linux Server

TCP/IP, DNS, DHCP, Firewalls(Juniper, MS), Cisco/Aruba

Enterprise Application Integration, (SMTP, HTTP, SSL,JAVA) implementation, administration, Blackberry Enterprise Server(BES), Nortel VoIP – Nortel Business Element

iNOTES, Apple, Imac, IPHONE, Android, SCCM

NAV/SAV, ESET NOS, Veritas NetBackup, BackupExec, EMC Retrospect 7.5®

CISCO VPN, Citrix Metaframe, Meditech, SAP interface, VMware

Operating Systems

Windows 2000, XP, Vista, Windows 7, Windows 8, Windows 10, Unix/AIX, Linux, Mac iOs

Windows Server 2000, Server 2003®, 2008, Active Directory implementation and administration, Windows Small Business Server, Microsoft Exchange Server 2000, 2003, 2010, UNIX

CISCO IOS, Beginner to intermediate UNIX/AIX


Servers: Intel - Compaq, IBM, Dell, HP.

Switches/Routers: CISCO 2900, 2950, 2960, 3550, 3560, 6500 Catalyst, various models of CISCO, HP

Wireless: HP/CISCO/RUKUS access points/cards, AVAYA access points/cards, Controllers

Printers: HP, Lexmark, Dell, Chart, Fargo, DataMax, Pitney Bowes, Xerox, Cannon; PC/Laptop – Dell, HP, Toshiba, IBM. EMC Storage Area Network (SAN),

Productivity Tools and Applications

Help desk tracking, Track it, Heat, Peregrine, Imaging, Ghost, SCCM, HP Openview

MS Office (2003, 2007, 2010, 365), Excel, Outlook,, MS VISIO, MS Project, Blackberry, SAP, Lifecycles, MS Sharepoint, Lotus Notes, Lotus CCmail, ADP connectivity, Cold Storage/Store QM, COINS, Norton AV, Reuters, Bloomberg, Videoconferencing / Teleconferencing, Iphone, Tablets

FrontPage, Macromedia Dreamweaver & Fireworks, PhotoShop, PaintShopPro

Networks, Security and Communications

CISCO – Router / Switch configuration, WAN, Fiber, RAS, VPN, 802.11x

WAN(Internet/Intranet), LDAP, CheckPoint FW-1, Kerberos, CISCO PIX FW, JUNIPER FIREWALL - Netscreen 5-GT, Extensive Wireles hardware configuration/troubleshooting

Protocols: IPX/SPX, IP, TCP/IP stack (HTTP, S-HTTP, FTP, SMTP, POP3, Telnet), WiFi technologies and best practices. Technologies: WLAN, VPN & IPSec, VoIP


Professional knowledge of systems analysis, design and IT application architecture. Sales and customer service. ITIL knowledge and best practises. Proven knowledge of technology outsourcing strategic planning methodologies. Proven Helpdesk/Contact center and contact management, quality assurance; advisory skills. Exposure to large Data Center SAN (Communication's Room).Advanced knowledge of Wireless networking (layer 2/layer3), data / server room builds, telecom interactions.


CENTRICA ENERGY CANADA (Contract) August 2017 – October 2017

Network Support Engineer

Windows 7 deployment / Upgrade from Windows XP - network takeover. LAN/WAN interconnectivity

Travel to external sites (Fort McMurray, Fort Nelson, ) to provide support for onsite technicians and operators.

Provide advice to senior operators, Supervisory control and acquisition (SCADA) support as well as connectivity issues with remote sites.

Communication through management, team members and operators at both a managerial level as well as technical.

Microsoft Service Center Management (SCCM)

IBM – ALBERTA HEALTH SERVICES (Contract) Sept 2016 – April 2017 Wireless Network Engineer

Complete Wireless network rebuild – Aruba to Cisco network takeover. LAN/WAN interconnectivity including but not limited to:

Access points / Controllers / Switches / Routers / Customer relationships / Department requirements

Pc/laptop/mobile device connectivity and support

Senior onsite contact for department heads and network issues. Advanced organizational skills in order to complete tasks and ensure technical requirements align with budgetary restrictions. Microsoft Service Center Management (SCCM)

Internal communication linking the administration of helpdesk, desk side, hardware break/fix and management, as well as remote sites. Provide superior network service and support to all levels, including executive support.

First point of contact for network issues, customer interactions and technical issues relating to network outages and / or support.

HARLEY-DAVIDSON CANADA (Contract) March 2016 – July 2016

Senior Desktop Support Analyst Vaughan/Toronto, Ontario

Administer, configure and maintain LAN/WAN/Wireless networks,Windows Server 2003/2008, MS Exchange 2007/2010, Active Directory, Windows 2007 desktop (all makes of Dell / IBM Lenovo laptops), MS Office 2010/365, Remote Desktop / Citrix

Senior Help Desk and first point of contact for head office and remote users support of internal network utilizing SCCM software for ticket tracking. ITIL best practises, on-boarding/off boarding with special consideration regarding secured documents and permissions. VoIP telcomm support, videoconferencing setup and application support/connectivity (Webex), Cisco Unity Administration

Complete warehouse logistics upgrade – analyze and solve both hardware and software issues and upgrade of Intermec CK71 handheld scanners, Cisco backend connectivity/wireless improvements, integration with JD Edwards. Printers (label/invoicing/packaging) overall user training. Audio/Video/Telcom equipment setup and support

Printer/Scanner/chart/large graphics printing support, Database integration/connectivity

Hewlett Packard – Shell Oil Canada (Contract) July 2015 – Nov 2015

Technical Support Analyst – IMAC

LAN/WAN support, Desk side and Executive support, application support, remote support and IMAC administration

PC/laptop/network peripherals and server connectivity, mobile devices, printers. Windows 7 pc’s and laptops

Windows Server 2008r2, MS Exchange/Outlook 2010 connectivity, administration and configuration

Active Directory support (Moves, Adds, Changes, onboarding), mobile device connectivity and configuration (Iphone, android)

Microsoft Service Center Management (SCCM) - Complete ticket responsibility to ensure completion and documentation

Internal communication linking the administration of helpdesk, desk side, hardware break/fix and management, as well as remote sites. Provide superior network service and support to all levels, including executive support.

KENCON HOLDINGS – VENCASH Sept 2014 – July 2015

Sr. Technical Support Analyst Toronto / Calgary

Internal LAN/WAN Network administration, Helpdesk troubleshooting, and support, as well as onsite support

CISCO router/switch support, including router/switch troubleshooting and configuration

Installation, configuration of all ATM related projects. On site setup, and switch configurations.

Avaya Scopia® Videoconferencing setup and troubleshooting

Oversee all new site setups, account setup and hardware installation and configurations.

Travel to customer sites, banking relationships, customer contracts, ipad / iphone, Android device troubleshooting

Web based monitoring (24 hour support) utilizing Calypso Banking access.

Responsible for 40 customer sites and configurations, new account setups, Remote access troubleshooting.

Customer service including sales and contract negotiations, Responsible for all 3rd party interactions – including system setup

GRAYCON GROUP Sept 2011 - Aug 2014

Network Support Analyst – Solutions Delivery Calgary, Alberta

Provident Energy/Pembina Energy

Administer, configure and maintain LAN/WAN/Wireless networks,Windows Server 2003/2008, MS Exchange 2007/2010, Active Directory, Windows 2007, Windows 8, MS Office 2003/2010/365

Senior Help Desk support of internal network utilizing SCCM software for ticket tracking. ITIL best practises, on-boarding/off boarding with special consideration regarding secured documents and permissions.

Senior desktop and solutions delivery support for Calgary and remote locations, including a wide variety of Oil/Gas clients

Printer/Scanner/large graphics printing, VoIP telcomm support, Citrix XenApp and videoconferencing setup and application support/connectivity, Assist users with both hardware and software issues as they relate to oil and gas applications

Audio/Video/Telcom equipment setup and support, MAC administration


Sr. Network Support Specialist

Travel to customer sites throughout North America/Caribbean/South America providing management/installation of LAN\WAN switch/router networks. Testing and monitoring for performance, and oversee network installations. Complete testing, and both wired and wireless surveys. This includes Hi- Speed internet, VOIP, VOD, and Wireless networking.

Onsite support 802.11 x Wireless - over 30 projects completed ranging from 20 – 200 access ints/switches/routers per site

Scripting and Configuration of a range of wireless devices and models including CISCO Aironet/Ruckus inwall,

slashgear/HP; controller configurations including setup/VLAN/licensing, Server configuration and installation – Unix /Linux

Wireless surveys utilizing AirMagnet Survey Utility . Sales recommendations to managers

Network installation – cabling, patching, switch/router installation, testing, and finalized reporting.

Oversee cabling and MDF/IDF/server room construction. Oversee projects from new builds to existing sites, and

network take-overs. Responsible for all 3rd party interactions – including system setup (POS, etc)

3rd party project management and interactions; including cabling (Cat5, Cat6, Fiber optic, MDF/IDF construction, patch panels, server rooms, electricians) CISCO/HP router/switch support, including router/switch setup, troubleshooting and configuration

DICKIES CANADA CO. (CONTRACT) Jan 2008 – July 2009

Senior I.T. Support Specialist Mississauga, Ontario

Administration and support utilizing Windows Small Business Server®/ MS Exchange 2003® / NOS Antivirus

Administration / Desktop Support of LAN/WAN Canadian head office

Blackberry administration and support using Blackberry Enterprise Manager running on SBS server. Responsible for monitoring and approving all telephony expenses, as well as company internet usage expenses. Purchasing of equipment and recommendations for future growth. Apple iMAC desktop support, including software installation and network connectivity

Internet/Web monitoring utilizing Websense Manager – reporting and recommendations.

Configuration and new workstation builds comprising of all makes of Dell®, and IBM Lenovo® laptops, and all LAN peripheral devices. Desktop/Laptop, PC hardware, wireless access points, satellite access cards.

Daily/Weekly backup administration – EMC® Retrospect backup utility, Firewall admin utilizing Juniper (Netscreen 5-GT)

VoIP Administration – Phone setup, administration and support utilizing Nortel Business Element

BOSIC INC – THE BANK OF SCOTLAND (CONTRACT) September 2007 –December 2007

Senior I.T. Specialist Toronto, Ontario

Responsible for the initial setup, configuration and Administration of Banks internal network

Desktop support / Helpdesk initial contact and technician, Remote Access utilizing token card EAP-Radius security.

Senior and initial contact for all work related projects – this includes all internal departments as they related to the I.T. department. Specifically, the relationship between the USA (New York offices) and how their needs can be accommodated while still focusing on Canadian requirements and operations. Co-ordinate network, office structure and internal systems with New York and UK offices. Avaya VoIP, Oversee all installation & configuration of information systems configurations for start-up of the bank. Hardware installation and 1st contact for all vendors – created future projections for I.T. department. Ensure start-up complied with government and industry standards. Internal customer support


Network Support Analyst / Coordinator Brampton / Etobicoke, Toronto

Administer, maintain and configure LAN/WAN, 802.x Wireless, Windows 2000/2003 Server and Acitve Directory based Networks. The environment consisted of Win2003 AD domains, Exhange, with Win 2000/XP clients, as well as UNIX based operating system (ERP – Meditech); Dell/HP and Win23Intel Servers. 802.11 x Wireless installation/troubleshooting for 2 large sites (Brampton Memorial, Etobicoke General), scripting and configuration of wireless devices including CISCO/AVAYA

Senior HELP DESK Support of internal network (8 sites, >3000 users) utilising Windows 2000® Professional, XP®, UNIX, and all doctors laptop support – remote access setup.

Senior desktop support for Etobicoke hospital and satellite Medical office locations; wireless connectivity and recommendations

802.11x setup and troubleshooting, Dial-up RAS and VPN configuration for all remote sites and Doctors’ offices.

Configuration/Support for UNIX based MEDITECH® health care application, Ensure all internal and external Service Agreements are in place and adhered to (numerous vendors), Senior liaison for all internal customer and vendor issues. Remote site support (>8 external sites, 2nd level contact)

Professional Certifications

Cisco Certified Network Associate (CCNA Routing, Switching) 2012, currently upgrading to newest CISCO Security 2016

Microsoft Certified System Administrator (MCSA) W2003, (MCSE) W2K, Microsoft Certificate Professional (MCP) W2K, A+


Cisco Certified Network Associate CCNA – 2012 - Devry Institute of Technology

Southern Alberta Institute of Technology - Network Systems Support Specialist

University of Calgary - General Studies, Major in communication minor in society

Soft Skills / Communication Skills

Excellent communication skills both verbal and written. This includes; interpersonal skills and the ability to identify and discuss average to advanced issues with non- technical personnel.

Capacity to develop and maintain process procedures, as well as multitasking and prioritization.

Excellent troubleshooting and multi-tasking ability - supervise and monitor status of systems and assignments.

Contact this candidate