Experience IT Professional who is Dynamic, resourceful and driven. Team player and able to work individually. Over 12 years IT and Software Experience working in a small business environment to fast pace large enterprise environments. Proven ability to recognize and resolve complex technical problems independently and within project teams. Recognized as a flexible team player who excels under pressure in diverse situations. Regarded as a technical go to person who excels at adapting to new technologies and processes.
Core strengths in:
Automation and Scripting
Problems management skills
User Experience Designing
Problem Management and Solution Development
User Acceptance Testing
Training and Education skills
Documentation and Technical Writing
Excellent Analytical and Reporting skills
Server OS Administration: Windows Servers, Ubuntu, Debian, Fedora Core
Enterprise Servers: DNS (Bind and Windows), DHCP (DHCPD and Windows), BMC Remedy, LAMP/WAMP, Active Directory and other.
Virtualization: VMware ESXI, VMware Workstation, MS Hyper-v,
Cloud: AWS S3, AWS EC2
Integration and Automation: Ansible, Docker, Git
Web Servers: Apache, IIS, light-httpd
Databases: SQLITE, My SQL, Postgres SQL, MS Access and Libre/Open Office, MS SQL Server.
Reporting: Business Objects infoview(WEBI), Crystal Reports, MS Excel
Productivity and financial: MS Office Suite, Libre Office, Lotus Notes, Quick Books, Quicken, Sage 100 ERP, and Visio
BlueCat Networks, Toronto. December 2014 – Present
System Administrator / Community Specialist
Maintained Virtual LAB Environment in VMware, Hyper-V and other virtualized lab environments.
Successfully Hardened customer facing Gitlab, webservices, SFTP and FTP servers closing security holes within a short period of time maintaining as per security compliance.
Create Tools for diagnostics for Support Team to assist customers that reduced troubleshooting time 50% to 90% for the problem diagnosis.
Deploy Tools internal cloud infrastructure, AWS and Rackspace for easy access for the team into platforms where it did not exist before with compliant with Security Standards.
Ran Webinars with Automation of BlueCat Products for customers driving in greater community engagement, which led to customers driving more projects with BlueCat to integrate and automate with Third Party systems.
Drove Customer Engagement up to 5 times in 9 months ending with more than 200 page visits a day on Online Customer portal by providing answer to questions and post content on Tips, Solutions and production highlights.
Ran patches and upgrades on tools used by the support team for S/FTP, Gitlab, web applications and cloud applications making sure everything was up to date and secure.
Provide Data Analysis on Support Cases and Community Engagement with Reports and Dashboards to leadership team which resulting in development of better training for the Technical Support teams and also better engagement with Customers.
Promoted Roles from Senior Technical Support Analyst to Enterprise Support Engineer to Tools Developers due to achieving great performance in Supporting Customers and Producing tools that became critical for rest of Technical Support Team Success.
Munjal White Consulting Corp, Toronto. Aug 2014 – Oct 2014
Client Technical Services and Support Analyst
3 months Contract. Providing implementation assistance and consulting on Sage 100 ERP software (formerly MAS90 and MAS200) for accounting, distribution and light manufacturing
Write reports using Crystal Reports, Excel or other tools like Access.
Identify, troubleshoot, correct or advise on operational issues on client’s implementation of Sage 100
Develop documentation for client procedures
Assistance with migrating existing clients to newer versions of Sage 100
Setup Automation for Reports generation and distribution.
Create Custom Reports from Various Datasources including MS SQL server Express, Postgres SQL server and MY SQL server.
Brookfield Asset Management, Toronto. Jan 2009 – Feb 2014
Tier 2 Support Representative
Providing Technical Support to Brookfield Supported users over phone, e-mail, instant messaging, or face to face. Reporting for Incident and Problem management Systems. Key Skills Utilized: MS Office, VB scripting, powershell, MS Excel, Windows Servers and Desktops, Suse Enterprise.
Automated Report Generation for Compliance that was taking 2 weeks to get down to 2 hours.
Successfully completed training on in-house sql databases, extracted data from various data sources, applied Excel functions to transform raw data in business information required for reporting and data analysis purposes.
Automated more than 50 reports for Business and IT Support requirements on Business Objects (with SQL server backend) from manual report generation for regular report for multiple departments for Business and IT Departments.
Provided recommendations for improving existing reporters generation process by pointing out constraints and suggested corrective measure
Wrote SQL queries in Business Objects to test fields for proper migration which reduced time for migration that was estimated down 1 week.
Tested scripts on booklets, and performed troubleshooting during testing phase to provide reports back to the development teams (before re-testing)
IBM Canada, Markham. Jan 2008 – Dec 2008
2nd Level Support Representative- SMS, (1 year contract)
Remote Support for AT&T with installing new and updated software with SMS. Key Skills utilized: MS Office, Windows XP, Internet Explorer, Outlook (2003 and 2007), MS Excel Macro, MS Access, Citrix, Lotus Notes, RDP, TIVOLI Remote Desktop, VBScript, and Active Directory.
Managed failed installation for all automated software deployments.
Provided assistance over the phone, e-mail or remote desktop utility for users.
Maintained PC database for software deployment and asset management.
Formally recognized by the management team for consistently achieving high customer satisfaction.
Specifically selected for a variety of assignments due to demonstrated strong technical skills and adaptability.
Started position was level 1 helpdesk and then was moved to 2nd Level due to excellent performance.
CIBC, Toronto . Jun 2007 – Dec 2007
LAN Administrator (6 months Contract)
Contract Position for 6 months. Provide access and manage access as per company Access Request process and policy. Key Skills utilized Windows Server 2000, 2003. Active directory, MS Exchange 2003, IIS 4, 5, BES.
Process User Provisioning and application access requests using the IMAC process
Cleared backlog of add, moves and changes before schedule deadline as per Remedy Tickets
Provide FTP and folder share access to users using the IMAC process
Create or Update Documentation for Corporate Knowledgebase System
Provide technical assistance to user where access is concerned
Access requests for File Share, FTP server, Active Directory Accounts, Group Memberships, Distribution list creation and updates and BES account creation.
Successfully assisted team with achieving target to reduce IMAC request processing time down in less than 4 months from an estimated 6 months to 1 year.
VOLT Human Resources, Etobicoke. Jan 2007 – Jun 2007
Support Engineer – Exchange (6 months Contract)
Contract Position for 6 months. Provide technical support for Professional and Premium Microsoft Customers with Microsoft Exchange and Microsoft Outlook related issues. Skills utilized Windows Server 2000, 2003, 2003 R2, 2007. Active directory, MS Exchange 2003, 2007. ISA Server, DNS, DHCP, IIS 5, 6, PowerShell Scripting, VB Scripting, VMWARE, Virtual Server,
Assist users from inbound calls or case assigned or e-mail on the support Mailbox.
Keep Support cases up to date for customers with troubleshooting documentation
Update Microsoft in-house knowledgebase with new and updated information
Create test environment in Virtual Server and VMware for testing issue and cases
Assisted users with Outlook Web Access, Outlook anywhere, Outlook, Active Sync and Outlook Mobile Access with Exchange 2003 and 2007
Millennium Care Inc., Toronto. July 2006 – Dec 2006
Help Desk Analyst (6 months Contract)
Contract Position for 6 months. Provide Technical Support to Delloite & Touche Employees for all IT related incidents and problems. Skill Utilized: MS Office, Windows XP, Internet Explorer, Active Directory, Outlook, MS Excel Macro, MS Access.
Provide assistance over the phone or e-mail.
Troubleshoot and resolve technical Incidents with 15 minutes on a call.
Formally recognized by the management team for consistently achieving high customer satisfaction and high resolution rate on incidents
Escalate issue appropriately when required or if the call is longer than 15 minutes.
Expedite major incidents to Operations or Engineering group as required.
Train users with MS Office and Internal developed software when required
Assisted Staff with Auditing and Accounting applications on how to’s and troubleshooting any technical problems or errors.
Ashwin Brothers, Nairobi, Kenya. Jan 2001 – Dec 2002
MS Office Trainer/Accounting Intern
Trained Office staff in MS Office standard edition with MS Word, MS Excel and MS PowerPoint to be primary. Trained users in the age group of 25 to 50 years old. Trained in the use of office applications and tools for auditing and accounting purposes. Intern for accounting and auditing processes and learned how to use Accounting software for Book Keeping and Stock Control System.
Tim Design LTD, Nairobi, Kenya. Jan 1999 – Dec 2002
Solve Hardware and Software related problems with Windows Systems. Installing software. Supervising storage and Furniture Hardware Stock Keeping on PC. Training Staff for Applications such as QuickBooks, and MS Office 2000. Creation and Implementation Customized Stock Control System In MS Access and MS Visual Basic 6. Practised basic Bookkeeping and Accounting Practises. LAN Maintenance Network for 25 Workstations on Windows 2000 Environment. Correspondence with international vendors via e-mail and fax in China, India, Malaysia, Singapore, Europe and other African countries. Automated Payroll calculation on excel allowing accurate time tracking allowing better cost saving. From 2000 to 2002 handled all general accounting and bookkeeping for Tim Design LTD. Handled Bill Payments for utilities and invoicing clients. Managed stock control systems.
Diploma in Management of Information Systems, IMIS, UK
Certificate in Information Technology, Cambridge University, UK
ITIL v3 Foundation, EXIM, Toronto, ON
Customer Service, CMC, Toronto, ON
IBM Customer Care, IBM, Markham, ON
Service Excellence (Customer Service), AYCE, Toronto, ON
Course Work, Nipissing University, North bay, ON
Certificate in Web Development and Graphics Design, Toronto, ON
MCSE, MCSA, MCSA Messaging Windows 2000, Nairobi, Kenya