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Customer Service Support

Toronto, ON, Canada
March 16, 2018

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L L e n n y B e r n a r d@gmail.c om T e l . : [ * 1 4 ] 7 9 3 - 5 5 7 6

Lenny Bernard L.


15+ years of Professional IT experience in Senior IT Resource. Experienced in System / Network Administrator/ Mail server management. MIS/ IT Support (H/W & S/W), Infrastructure deployment, performance improvement, maintenance of servers and cloud services.

System/ application support and analyst, Storage solutions, Backup Systems, Networking in heterogeneous H/W and S/W environments. Programming skill/ Firewall Management/ patching.

Network Administrating, System Administrating, Cloud services management, MIS/ IS managing system, Product Manager for Mfg. Programming/ Technical Support, System Support Analyst.

Project Management, Operations Management, Team Building and Coaching / Monitoring Business Analysis / Metrics

Sales purchase customer support specialist

PM Process Design and Continuous Improvement Customer Service.

PCI / ISO / ESD Standards, Leadership/Team Development, Trouble-shooting.

Operations Management, Problem Resolution, Productivity Improvement with Quality Assurance/ Control.

System / Application Support Analyst L2/ L3 – Pager support 24x7 bi-weekly

Ms dynamics GP/ CRM / DB Reporting Services BI SCCM cisco ASA support

Bilingual support

Professional Experience

System Administrator: – Premier Paint Corporation. [Jul, 2017 – Present]

Support of Microsoft Office 365 (O365) cloud enterprise email system/ Azure cloud enterprise business system./ SharePoint services

Manage VMware 6.5/ Windows 2012 Enterprise AD/DHCP/ DNS infrastructure with 100+ Workstations.

Build, test and maintain corporate software and hardware solutions that support Vicinity/ Microsoft Dynamics GP, Pana tracker, MSDS/ IT infrastructure and end-use applications.

Support MDM (Mobile Device Management)/ aspects of telephony toolsets, voicemail and call manager application services.

Support remote access solutions (VPN, TS/ Citrix, etc.).

Implement and support Skye for Business in the cloud.

Support a range of ITSM tools including Remedy Incident, Change and Asset management.

Support external file share applications / EDI services / Label printer.

Analyze and troubleshoot user experience and service quality for Collaboration, Video, and Voice features.

Evaluate new software technologies and recommend solutions to management.

General project management.

System/ Application support analyst:–Aptos Inc. [Jun, 2016 – Jul, 2017]

AIX / Linux system Maintenance and support for large cooperation

Provided L2/L3 level system and application support for Aptos. Provide technical and administrative support for client care which includes network, server management, connectivity and software used by head office. Also, support head office and branch locations. Contribute to upgrade systems along with Professional support team. Escalated tickets to senior support teams and follow up with them to ensure resolution.

Consistently achieved customer service ratings in the mid to upper 90's as evaluated by an internal scoring system ranking my performance in the top 10% of customer service associates.

Achieved highest score possible on annual reviews, particularly in area of customer focus.

Assumed responsibilities of several individuals to form this position, serving as resource to maximize in client care staff productivity and ultimately profitability. System support analyst:– EPICOR Software Canada. [Oct, 2014 - Jun, 2016]

Provided L1/L2 level system and application support for Epicor.

Supporting systems of our Enterprise client base, internal communication.

Providing on-going support for the enterprise client base environment 24/7.

Implementing system enhancements/upgrades when required.

Functioning as an integral member of the Hardware System Support team.

Performing shift work as deemed necessary, including pager duty when required.

Excellent communication, interpersonal and presentation skills, flexibility and adaptability in a fast-paced environment

Working with MS Windows® Server(2008/2012), MSSQL Server (2005/2008) and Unix (AIX)/ Linux

PCI DSS support for clients Knowledge of Server, hardware and network technology

Working with client’s database Strong troubleshooting methodology/skills Team Lead / Tech. Support Analyst –IBM Canada TES Brians II [Feb, 2010 – Dec, 2014]

Authorized IBM Senior System Support Technical Resource/ Team Lead / IBM Canada Ltd.

Attend schedule meeting, analyze the scope of projects.

Prepare and gather necessary software, hardware, resources to complete onsite project.

Perform software/ hardware inventory onsite and implementation of project. Coordinate with project managers and apply changes and upgrades on the fly, that includes servers, workstations, printers and fax machines.

Manage group of 5-20 technicians on different projects. System Network Administrator– PV-Tron Inc. [Oct, 2006 – Oct, 2014]

Configure and monitor enterprise LAN/ WAN sites / Troubleshooting VPN connection/ Checkpoint firewall appliances/ CRM / SQL / DBA activities.

Configure and deploy clustering and network load balancing for company network.

Monitor and troubleshoot network issues including routers, switches, VPN and wireless broadband connection for Windows servers /Red hat Linux including five global offices.

Network Configuration and setup of new unit / satellite office VoIP phone, network printer, wireless access point and router setup.

Troubleshoot and supported users for technical problems for Active Directory (DNS/ DHCP), Windows XP, Vista, 8/ 10, Exchange 2003-2010/ office 365, Mobile server and Windows 2008/ 2012 server operating systems.

Support VoIP telephone network and VPN client including Terminal Services manager.

Monitor and manage multiple sites backup solutions using Veritas / Symantec/ iSCSI software.

Managing CRM/ SQL / Mail Servers – patching and user management. System Network Administrator– PV-Tron Inc. [Oct, 2006 – Oct, 2014] System Administrator/ IS Coordinator - Infotech Services [Oct, 2004 – Oct, 2006] System Administrator/ MIS Coordinator - PV-Tron Inc. [Oct, 1999 – Sep, 2004] System Administrator/ Technical & Sales Support - C.I.S.C. Inc. [Arp, 1999 – Oct, 1999] Technical Support FaxPAD, iService - Voice & Data Inc. [Dec, 1998 – Apr, 1999] System Administrator/ 2YK - C.I.S.C. Inc. [Nov, 1997 – Dec, 1998] Programming Instructor - SLIDA [1996 - 1997]

Senior Executive/ Production Manager - Prof Computer Mfg (Pvt.) Ltd. [1992 - 1996] Senior Programmer - World Computer Lanka Ltd [1990 - 1992] Programming and Software Skills

Programming new features to completely automate the system; PowerShell / Python / Dos/ MS Visual Basic/ HTML/ Java/ MS Office / Share point/ IIS / graphics tools.

Monitoring and independently analyzed IIS configuration, logs and event notifications.

Provide deskside support to staff IT assistance or training to end users whenever there is an issue.

As a Data Processor: responsible for entering, organizing and cataloging large amounts of data into a database and data manipulation.

Hosting, Maintain accurate website details, create pages for new product, remove old product. Update 'News and Events' page, manage web services, ASP, php, Html... Linux / Windows SQL DBA Mail Server Firewall Skills

Provide 24/7 data center and hardware/software support for users. Maintain existing Enterprise IT architecture, administers server operating systems running on physical and virtual hardware including user access and privileges, email, remote access, Intranet and other related services. Safeguard integrity of networks.

Plan and direct installations, repairs and upgrades to ensure no loss of data and no unscheduled downtime. VMware/ Hyper-V, AWS, Intel Modular Blades, HP, Compaq, IBM, Lenovo, Qnap were handled.

Intergraded activities to coordinate network services, helpdesk and infrastructure functions for customers. Monitored server and database processes using resource monitoring tools to ensure optimum system performance.

Achieved Microsoft Exchange 5.5 /2003/ 2010 / Office 365 / Disaster Recovery

Function as Information Security Analyst to prevent cybercrimes and ensure the security of information systems Microsoft security / checkpoint / watch guard products were used.

Provide 1st and 2nd level problem management and resolution for the backup of servers using multiple backup utilities such as tape libraries, SAN infrastructure, drives and media.

As an Exchange Administrator, managed Microsoft servers and responsible for performing server maintenance tasks, configuring users, managing accounts, updating software, writing scripts, solving technical issues and training end users. Education

2017 GP 2015, Reporting services, Part Track – Microsoft / Panatrack Advance training/ support & maintenance

2016 Certificate in Managing a Cloud Computing Project CEGEP - John Abbott College Certificate in VMWare / vSphere 5.5 administration CEGEP - John Abbott College Certificate in MSSQL Server 2012 reporting services CEGEP - John Abbott College 2015 Salesforce / CRM operational / Cloud Services Aptos Inc. Microsoft Cloud Services Bootcamp Microsoft Bootcamp CRMOL WS EOS/Azure O365/CSP MS Windows 10Microsoft Sales Audit Application LP SDM Aptos Inc.

2014 System support skill at EPICOR Epicor Inc.

Operating Siebel CRM system Epicor Inc.

Advanced Solutions of Microsoft Exchange Server 2013 (M20342) Microsoft 6417L: Upgrading Your Skills to MCSA Windows Server 2012 Microsoft 2013 Completed SAP Overview Training (10.01.2013) SAP Microsoft Partner Summit 2013- Montréal Microsoft

Windows 8 for IT Pros Jump Start Microsoft

Completed Software Blades Training by Checkpoint Technologies Inc. 2012 Completed Certified Security Administrator R75 Checkpoint Technologies Inc. System Center 2012 Level 200 VMM Microsoft

2010 SQL Server 2008 for Administration (M6231, M6232) Microsoft Configuring, Managing, and Maintaining Server 2008 R2 (M6419) Configuring and managing MS office SharePoint server 2007 & SharePoint services 2009 Microsoft SharePoint MOSS (5061A and 5060)

Managing windows 2008 server’s IIS services using Windows Power shell Configuring and Supporting the Microsoft® Desktop Optimization Pack (MDOP) Using Citrix Services

Architecting Microsoft Server Virtualization Solutions with Hyper-VTM technology and System Center Virtual Machine Manager

Comparison study using MS Hyper-V, Citrix Hyper-V, MS Virtualization and Xenserver.

(Presentation server 4.0 as client.) Terminal Servers, RDS etc. 1995 B.Sc. in Computer Information Systems Cert. Manchester University UK 1992 Engineering in Electronics & Electrical Singapore Science Electronics Volunteer Experience

Soccer Coach / Trainer at Association Sportive Monteuil de Laval [May 2009 – Present]

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