Tech Support

Roy Zwolinski

Calgary Alberta ******@*******.*** 403-***-****

Information Technology Specialist

Solutions-oriented IT Specialist with notable success in both client interaction and satisfaction. Highly experienced participating in full lifecycle project management including planning, implementation, and maintenance. Hands-on experience supporting all name brand PC hardware including hardware assembly and configuration, testing, and support. Highly proficient at both virus cleanup and removal. Achieved a reputation for working quickly and effectively to support clients in fast paced and demanding environments. Areas of strength include:

Microsoft desktop & Server operating systems

Antivirus and backup software

Smartphones (incl. IPhones and Tablets)

Service Desk

Imaging software

* Platforms: Microsoft Windows® operating systems from XP to Win 10

* Networking: TCP/IP, Novell, Ethernet ; RSA

*Tools: LAN Manager, Remote Desktop software, Checkpoint Firewall, Norton Firewall and Ghost, McAfee/Norton Virus Protection Utilities, Remedy, Tune up Utilities, IBM Tivoli, Kronos, Various backup software, Lotus Notes, Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook® and MS office 2016 Pro )

Professional Experience

PROFESSIONAL LEAVE 2015-2017

Elder Care

I took a professional leave to attend an out of province elder care which is now fully resolved . While doing so, I serviced local PC’s and printers .

FUTURE SHOP / BEST BUY / GEEKSQUAD 2014-2015

Senior I.T. Technician

Troubleshot hardware and software and advised customers of best solutions for their needs. Closed and opened the tech bay as per schedule. Provided technical information to customers on available products and services to meet their needs and installed, supported and troubleshot laptop, desktop, printer and other PC peripherals. Installed MS Office products and other software

SELF EMPLOYED 2013-2014

I.T. Consultant

Troubleshot customer's P.C.'s, both hardware and software; setup new P.C.’s for clients, including Windows 8, Office 2013, XP and Win7. Virus removal .

TECC CONSULTING AND SYSTEMS 2011-2013

I.T. Consultant

Troubleshot customer's P.C.'s, both hardware and software; setup new P.C.’s for clients, including Windows 8, Office 2013, XP and Win7. Maintained software on servers and P.C’s and set up routers, access points and switches. Maintained active directory and managed cell phones, both Samsung and iPhones with exchange and Bes. Maintained remote connections to office and servers. Setup and maintained network and multifunction printers. Provided On-Call rotation,maintained Vipre antivirus and used sonicwalls for remote access . .

Key Contributions:

Able to move to various client sites within a day, on a moment’s notice to either assist coworkers or resolve client emergencies

Ability to become personable with clients in order to provide the friendliest, best service possible

Assisted with flood recovery and with server upgrades for various clients

FUTURE SHOP 2009-2012

Senior I.T. Technician

Troubleshot hardware and software and advised customers of best solutions for their needs. Closed and opened the tech bay as per schedule. Provided technical information to customers on available products and services to meet their needs and installed, supported and troubleshot laptop, desktop, printer and other PC peripherals. Installed MS Office products and other software

Key Contributions:

Successfully promoted the company and customer service

Greeted, communicated and engaged customers in interactions with high level of professionalism.

Worked to resolve or escalate customers' concerns and questions in a timely manner as required. Acted as the 'owner' of all customer issues until resolved

GLENBRIAR TECHNOLOGIES 2008-2009

I.T. Consultant

Provided Tier 2 and Tier 3 level technical support with third party and proprietary application support including data recovery administration. Performed Blackberry Enterprise Server administration and backup administration. Administered Windows Server 2003 and 2008, including Active Directory maintenance

Key Contributions:

Resolutions to several problems that were outstanding for up to a year.

Creation of a process manual for internal utilization.

High degree of same day problem ticket resolution.

BANK OF MONTRÉAL / NESBITT BURNS DIVISION

Soroc Technologies 2006-2008

Technical Support Specialist

Reported directly to Senior Information Technology Manager to provide Tier 2 and Tier 3 level technical support for senior management. Provided corporate third party software support, including Outlook, MS Office Suites, Net Meeting, Remedy, Altiris Imaging and WSUS server updates as well as Blackberry End-User setup and troubleshooting.

Key Contributions:

Successfully upgraded the standard OS on all PC’s without incident

Upgraded traders’ hardware without interruption to the trading floor

Introduced a PC hardware cleaning for a cleaner work environment

Maintained high standards of internal ethics and confidentiality

Resolved several problems that were outstanding for up to a year

Symcor Inc. 1999-2006

Technical Support Specialist

Provided first and second level support for 800 employees, 24/7 operation, within two buildings

for all production areas and interdepartmental moves. Performed life cycle management of hardware and emergency after-hours support with on-call rotation. Shipped, received and deployed all hardware and software.

Key Contributions:

Successful member of the team that created a new company

Assisted fellow employees with the transition from their former employer to the new company

Created a Xerox server for all departments to scan to

Maintained high standards of internal ethics and confidentiality from 3 separate owners/clients.

Education and Credentials

In House: Kronos, Workforce Central, Performance Management Cycle, Team Building, Colors

Computer Training Center: R5 Help Desk Support for Notes, Implementing and Supporting MS Windows XP Professional (course 2272BC), Supporting users Running MS Windows XP Operating System (course #2261A & 2262A), Windows 2000 Network and Operating Systems (course 2151AC), Excel, Word, PowerPoint, Lotus, Lotus Notes, Word Pro, WordPerfect, A+ Certified

Personal Interests

Home repair including plumbing, electrical and carpentry; cooking meals, playing pool, and cycling; woodworking including refinishing furniture and building several beds.

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