IT SUPPORT CAREER SUMMARY

A motivated individual and soon-to-be graduate of CDI College’s Computer Support Technician program, keen on applying academic foundation and practical training in a role offering technical support in a help desk environment. Previous roles included 16 years in the IT field. Accustomed to providing integral technical support and troubleshooting issues related to hardware and software installation and setup. Extremely adept at providing exceptional customer service support in both technical and hospitality settings.

AREAS OF EXPERTISE & SKILLS

IT & Computer Systems Support

Routing & Switching

Local Area Networks

Troubleshooting & Repairs

Routing & Wireless Networks

System & Software Installation

Incident Documentation

Customer Service Skills

COMPUTER SKILLS

Routing Protocols

TCP/IP & Subletting

Operating Systems

Windows Server 2003-2008

WAN & VPN (HDLC, PPP, Frame-Relay)

Basic Linux

Hardware Skills

Computer Assembly & Disassembly

Hardware & Software Troubleshooting

Operating System & Application Software Installation

Hardware Installation

Software Proficiency

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Server Knowledge

AD, WDS, DHCP, DNS, FTP

VMware & Hyper V

EDUCATION & TRAINING

Computer Support Technician Anticipated Completion: April 2018

CDI College of Business, Technology and Healthcare Calgary, Alberta

Managing and Maintaining PC’s A1/A2 Network Plus Visio Configuring Window Client Operating System Help Desk and User Support

Bachelor of Science major in Computer Science 1992- 1996

University of Manila Manila, Philippines

Computing Fundamentals Computer Programming I-IV College Algebra/ Trigonometry

Database Management Systems Data Structures and Algorithms Software Engineering I/II

Data Communications and Networking I/II Computer Organization, Architecture, and Assembly Thesis

PROFESSIONAL EXPERIENCE

Cargo Handler 2017 –Present

FedEx Express Canada Ltd. Calgary, AB

Receiving, sorting and handling of goods and documents

Ensuring successful transfer and delivery of goods to intended destinations

Working with team members to ensure critical shipments were out on time.

Customer Service & Maintenance Crew 2016-2017

Mc Donald’s Restaurant Calgary Alberta

IT Technician 2011 - 2015

Arabian Business Centre for Recruitment Services Abu Dhabi, UAE

Provide Technical Support to end users in all issues related to IT Service

Audit IT Asset Management Report

SCCM (System Center Configuration Manager)

Identification and Tracking of Assets

Preparation of reports and records in the BMC remedy System for proper monitoring

Public Transport Operator Analyst 2008 – 2011

Road Transport Authority (Metro Train/ Public Transport) Dubai, UAE

Register, update and suspend, or blacklist, sales agent device in the back end systems

Manage, maintain, and ensure that all public transport operations and sales agent devices are certified and registered

Suspend or blacklist devices which are removed or stolen

Computer Engineer / IT Admin 2006 – 2008

Sharp Middle East FZE Dubai, UAE

Handling problems and complaints related to office automation products

Provide assistance to end users including suppliers and contractors

Handling servers, switches, routers, desktops, laptops, as well as SAP Systems

Senior Technical Support / IT Helpdesk Technician 2000 – 2006

Blue Salon Group Doha, Qatar

System Administrator to OpenVMS 6.2 (Alpha Server), Windows 2000/ 2003 active directory, Oracle 9i Application, exchange server, remote server, etc

Other duties included the same as above with Sharp Middle East FZE

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