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Desktop Support Manager

Calgary, AB, Canada
March 13, 2019

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Steven Picard

** ******* ***** *** **

Calgary Alberta




Strataform 02-201*-**-****

Support for SME clients’ desktop support and admin processes. User account creation dealing with third parties for purchasing products and services relocation of services.

Independent reseller for NAVIGATA Communications 04-2011 - Current

Independent Consultant 09-2009 - Current

Helping clients with contracts for clients including consulting on policies and procedures as well as security posturing and planning. Implementations. and other support activities.

Westminster Consulting 08-2008 - 09-2009

Resource Manager

Acting as a resource manager for Westminster consulting. I was responsible for searching local Data Base and employment sites. for individual’s clients needs. Contacting candidates for positions. After first contact I worked with candidates to maintain submission exclusivity and skill and information gathering on clients qualifications through phone and in person interviews. Salary negotiations and final offer acceptance.

PROCAD Software 12-2007 - 07-2008

Software Support Analyst

Supporting customers using our pipeline drafting products2D and 3D Smart. I was responsible for supporting remote users with 2D AutoFLOW AutoISO AutoORTHO and AutoELECTRIC products. Support included BOM generation local and network licencing issues specification management, On a 3D Side I supported 3DModler this included Visual issues with Plan View creation Microsoft MySQL and SQL Support. The roll involved occasional customer visits to help troubleshoot more advanced issues that could not be diagnosed over the phone and at times to train customers on the use of some product features. With this experience I contributed to training materials used by post secondary institutions in their drafting and engineering courses. As I was supporting our products it was common to also provide support for AutoCAD 2004- 2010. Some of the basic issues we supported were start up and configuration issues. I was also responsible for software media creation and duplication and shipping. I created all temporary and permanent licences. My roll also included all internal support of Hardware and software.

BG Canada 09-2006 – 09-2007

Desktop Support Analyst

Helped the Desktop and Server teams with day to day operations. This involved Backup tape rotation and offsite pickup co-ordination. My support duties included monitoring an incident Que. from this que I picked up issues to respond to. I dealt with all HP hardware issues both laptop desktop, Printer and plotter issues. Software supported a variety of Oil and Gas software. This included mapping software AcuMAP and Land and Exploration software. I Managed these applications by in person visits to the desktop, Telephone support and using tools such as Altiris. While i was on contract to BG I was also asked to help out in the implementation of a new Astrix IP telephony system. I was asked to assist in some of the requirement gathering and needs assessment for the system. I also programed handsets and deployed them to end users.

AspenTech 02-2002 - 07-2006

Senior Security Analyst

Security Analyst assisting Security compliance and control activities. Creating guidance for corporate policy. Member of our SOX compliance team I created SOX Policies and procedures including Acceptable Use Policies, Internet Use and Termination Procedures. Optimized McAfee Epolicy Server and agent Infrastructure Using Epolicy to deploy and configure McAfee Anti-Spyware module, McAfee AntiVirus8.0i, System Compliance Profiler, Several Patches and fixes. Also decreased Non-Compliant machines from 40% to less than 0.03% in an 1800 computer environment.

Contractor Supervisor

Interviewed and selected out sourcing firm and candidates. Trained and supervised contractor activities throughout the project and trained them on internal applications. Created project schedule time lines and planned resources accordingly. Resulting with timely project execution.

Incident Response Lead

Acted as lead to manage the Identification, containment, and eradicate viruses. Created feedback to operations team for areas of improvement. Changes made resulted in a reduction from areas of improvement. Changes made resulted in a reduction from 3-4 weekly virus outbreaks affecting 100+ computers to 18 months with no Virus outbreaks larger than 3 computers.

Desktop Support

Team member with a support ratio of 125 users per Desktop Support Analyst Contributed to projects including SUS, and McAfee E-Policy. Supported several Business Applications Oracle Scopus and Interactive Intelligence ACD.

ABB Western region Support 04-2000 - 10-2001

Server Support.

Supported 6 offices From B.C. to Manitoba reporting to a manager for Western Canada. Managed Servers running Microsoft Windows NT4 Server and Lotus Domino Server Managed the migration of 3 sites to Windows 2000 AD.

Desktop Support

Supported 95 users in 7 locations running NT4 and Windows 2000 Professional Lotus Notes and several application and management suits. 24-7 phone support. Single point of contact.

Westburne Plumbing 09-1999 – 10-1999

Team Lead

Leading a team of 8 people upgrading computer hardware and software in preparation for Y2K. Scheduled and planned 125 machine deployment Developed and documented procedures and scripts.

Independent Consulting 05-1999 – 04-2000


Consulted to smaller networking companies.

Setup networks for SOHO Companies.

Intelligent Solutions 04-1999 – 05-1999

Network Technician

Supported Small businesses servers and desktops

Built new computer systems.

Computers for Schools 02-1998 – 08-1998

Technical Lead

Taught employees Dos 5.0, 6.22.Windows 3.11, Windows 95.

Cataloged computers and arranged for orders.

Clean and re-image computers from companies.


Operating Systems:

Microsoft Windows NT/3.51/95/98/2000/XP/2003/Vista















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