Support Service

Name: Christopher A. Dennis Jr. (***************@*****.***)

**** **** *****, *******, ** N8S 4E6

Cell: 226-***-****

CHRISTOPHER A. DENNIS JR- RESUME

An accomplished IT Specialist professional with fourteen-year experience in combine Technical and Business solutions with support in private and corporate sectors meeting the demands of IT Services.

My ability to leverage operations and technology to exceed business objectives has led to my career growth and progression as an IT professional. I am looking to utilize my background and expertise in an IT role with an organization that rewards hard work and success.

Experience Highlights

Technology System Analyst TSSO (Windsor Regional Hospital) - Windsor, ON March 2013 – Present

Responsible for the effective support and maintenance of all technology equipment and related software systems. This includes but is not limited to installing, configuring, diagnosing, repairing, and upgrading all corporate hardware, equipment, and any related software systems while ensuring their optimal performance. Troubleshoot problem areas in a timely and accurate fashion, manage competing priority issues, and provides end-user training and assistance where required to the users. Responsible for working toward the attainment of organization-wide service metrics based on essential job functions. As part of the IT/IM Service team, I participate in the overall Regional service delivery model across the entire Erie-St. Clair LHIN.

Strong knowledge and support of Citrix environment and Storefront support

Utilization of Storefront Director to troubleshoot user session environment

Extensive use of SCCM for OS and Software deployment, System audits and reporting

Participate in a wide range of projects including (Migration, Systems upgrades utilizing SCCM, PC Anywhere, manage projects in planning, deployment, and completion.)

Perform VOIP desk phone support and User smartphones support

Perform PC upgrade recommendation, order hardware, and software from vendors

Troubleshoot VMware, testing, rebooting and terminating hanged sessions on the Server

Performed data backup and restore and also Manage Windows OS, Windows Servers

Strong utilization of Active Directory, MS-Exchange (MS-Office Suite, Office 365 and MS-Windows)

Utilize Cherwell CRM ticketing Managing System and ACD/IVR systems

Performed and track incidents via ServiceNow as primary Incident Management tools and transitioned to Cherwell

Installs, configures, tests, maintains, monitors, and troubleshoots end-user and network

hardware, software, peripheral devices, printing/scanning devices, presentation equipment, and all other accepted products and services.

Servicing of Network Printers there by replacing toner, clearing paper jams and performing maintenance

Helps to develop improved processes across the regional service desk, enhance throughput and response times, and to develop new or enhanced metrics through the use of reports and dashboards in the service desk management application.

Works with other IT portfolios to provide support as per agreed SLA’s – including scheduled and unscheduled activities after hours as required.

Participates as needed in local and regional IT projects managed by IT for the healthcare sector.

Applies diagnostic utilities to aid in troubleshooting, comes up with new tools and technologies to better the overall service delivery.

Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Accurately document instances of hardware failure, repair, installation, and removal.

Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Participates in the Change and Release Management process by ensuring that proper control and testing procedures are in place.

Liaises with third-party support and PC equipment vendors

Participates in recommendations for assigned areas of responsibility

Manages continuously changing and competing priority service requests and incidents submitted by customers.

Shares responsibility for the upkeep and safeguarding of production systems in partnership with the IT team

System Analyst University Health Network - Toronto, ON April 2011 – March 2013

Consistent with customer service improvements and satisfaction with excellent communication skills

Consistently Monitor the day to day critical system and apply changes as required

Utilize ServiceNow as primary Incident Management tools for all Hardware, Software and IMAC operations

Document all incidents and escalate as prescribe by technical procedure and process

Participate in the design and implementation of System integration and support

Adhere and follows to all IT Policies and Procedures

Responsible for the effective support and maintenance of all technology equipment and related software systems.

Support and troubleshoot all Network connectivity – Desktops, Laptops, Printers, Blackberry

Perform Laptop and Desktop upgrades as per the EOL tracking.

Works with other IT portfolios to provide support as per agreed SLA’s – including scheduled and

unscheduled activities after hours as required

Provide advice and guidance on industry best practices to the users for their business processes.

Utilize remote control tool SCCM, SMS

Meets and exceeds departmental service level metrics and provides feedback to improve service levels.

Utilize MS Skype for Business and provides scheduled on-call support 24/7

Provide weekly report on projects, resolve and unresolved infrastructure incidents and service request

Analyze and evaluate problem call reports, and recommends permanent solutions for recurring problems.

Prepare technical manuals on procedures such a User and computer built, software and network installations

Support SAP environment and unlocking user controls and access

Support handheld devices (Smartphones and Blackberry) on the BES and Active Sync

Utilize Incident Management tools – HEAT, ServiceNow, Cherwell

Support (MS-Win Xp, Win 7&8, MS-Office 2003 – 2013).

Support Win 2003 – 2008 Server and Active Directory, manage Servers and update of Server OS

Remote support of Cisco VPN Client and Citrix environment

Sql Server utilization, MS-Exchange 2007 and MS-SharePoint 2010 data management

Work closely with the Asset Management team for PC replacement and accurate stock

Provide mentoring and leadership to other Support Consultants and staff.

Participates as needed in local and regional IT projects managed by IT for the healthcare sector.

Applies continuous self-improvement and seeks out educational opportunities to further the understanding

of current technologies and software systems.

Participates in the Change and Release Management process by ensuring that proper control and testing

procedures are in place.

Liaises with third-party support and PC equipment vendors for parts replacements

Superior oral and written communication skills

IT Specialist II Personnel Decisions International, MN August 2005 – December 2010

Responsible for the Setup of New Team Members, coordinate and facilitate their transition

Installation of Hardware and Software (MS-Office Suite and Corporate applications).

Monitor critical Servers support in Command Center

Restore System failure services and report failed activity via the incident management system

Acted and performed Team Lead role when necessary

Configuration of Users in Active Directory, Policy and Permission setup

Responds to Emails, Phone calls and requests for Computer equipment

Perform password reset in Active Directory for Windows-based system

Perform Password reset for Novell and GroupWise users

Perform voicemail password reset on IP phone system

Monitor On-Call Pager and Blackberry for after-hours support

Utilize HEAT, JIRA, ConnectWise ticketing systems, and ACD/IVR systems

Preparation of Technical Documents and revise process change conforming to corporate policy

Execute ITIL process based on company procedures

Leased with other departmental teams on process management change

Monitor the start of New Team Member up to completion

Perform extensive database query utilizing MS-SQL systems

Support of PDA, Blackberry and Windows Mobile devices.

Creating users in SAP granting appropriate rights.

Re-image of Old and New computers (Desktop and Laptop).

Assist in the restoring of Services, Remoting to Users PC resolving issues

Preparation of end-user documentation detailing instruction on resolutions of problems

Installation of new equipment for users with current Image utilizing Symantec Ghost.

Configuration of Laptops and Desktops to specific user needs

Backup and restore of Users data, assist in recommendations of new image and modification of

images when needed

Wiping of Hard Drive on End Of Life Computers

Conduct Servers and PC rebuilds, memory upgrades, change out components and Imaging of users PC

Troubleshooting Windows 9x, NT, 2000, and Windows XP, Vista, Win 7x Windows Servers 03 - 08

Intensive utilization and troubleshooting of MS-Outlook 2000 - 2010, Support of MS Applications (Office2000 – 2010 Pro/Xp, SqlTime, Siebel.

Configuring and troubleshooting VPN and clearing VPN session and Outlook Web Access support.

Effective record-keeping and tracking on all issues reported, follow up with Users with ongoing problems and documenting resolution steps, creation and addition of Knowledge Base System and easy to use step by step method.

Maintain detailed notes on troubleshooting steps and if the issue is ongoing, reflect follow up communication and updated status information.

Provides timely response to requests for assistance or information (including timely response to e-mails, voice mail messages, and projects)

Communicate in a professional, friendly and courteous manner demonstrating active listening skills.

Support activities result in positive feedback from customers.

Demonstrates consistent ability to manage multiple ICT projects and competing priorities timely

Engages with other IT team members to develop a new technical understanding

Seek opportunities to develop skills by taking on tasks or problem-resolution

Uses resources available to identify potential causes of technical issues

Demonstrates commitment to the success of other team members with projects

Contribute to the process of identifying solutions that the group can affirm

Actively contributes to the functioning of the team through developing new skills and participating in discussions and tasks when possible.

Support Analyst Analysts International (Cargill), MN June 2006 – September 2007

Performed daily management of the help desk team mentoring and training of a small but growing team

Workload prioritization, resource, and operational planning

Being the escalation point for client issues

Delivering consistently high quality and professional service to users at all times

Ensuring all service level agreements are met within agreed timescales

Worked across various teams in the business to ensure client needs are met

Assistance in driving forward the implementation and optimization of new systems

Monitoring and improving internal processes

Supported Web Base Apps. User Profiles Handling and Verification, Adding & Unlocking User Account utilizing Active Directory, Managing User Outlook Mail and WebMail, ensuring they are running the required System Specification, Ticket handling and resolving problems utilizing ViaTil/Remedy.

Provided support via telephone, E-mail, and Web Interfaces.

Extended I/T support to end-user via VPN for infrastructure and Web Base Application.

Investigated and appraised problem reported and provided permanent solutions for recurring issues

Taking inbound and outbound calls and escalating appropriately

Utilizing AS400, Lotus Notes (Dominos), Terminal Serves, WinTerm, Effective Documentation on incident utilizing record tracking tools (ViaTil & Remedy).

Troubleshoot functional and technical problems deriving at an adequate resolution.

Provided fluent verbal and written communication to third level support team ensuring applications and equipment downtime as necessary.

SKILLS:

Strategic Visioning, good Oral and Written Communications skills, Accuracy, attention to detail Interpersonal and Relationships

Education and Certifications

Cuttington University College - Management Information System - BSc 09/07 - 06/10

Brown College, Mendota Heights, MN Information Tech & Networking (MIS), BSc 01/03 - 06/06

WACSI – Information Technology – Diploma Accra, Ghana – 1999 - 2001

WACSI – Micro-Computer Engineering – Diploma Accra, Ghana – 1997 - 1998

Dell Certified Tech. (Dell Americas Desktop/Notebook Proficiency Certification)

Leadership and People Skills - Certificate

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