Engineer Project Manager

James Deane

Address: APPT# ****, *** Church Street, Toronto, ON, M5B 1Y6

Mobile: 647-***-**** Email: ****************@*****.***

PROFESSIONAL SUMMARY

A highly motivated IT professional, with a Bachelor’s Degree in Network Computing; Highly experienced in

the demanding IT support industry as a Technical Support Engineer, a resourceful problem solver with

proven experience ensuring operational support and successful implementation of business objectives. Now

looking to build on this experience and add value to a proactive, focused and dedicated team.

CERTIFICATION & EDUCATION

June 2013 – Blackberry – BlackBerry Certified System Administrator (v5.0)

February 2013 – Blackberry – Blackberry Certified Support Specialist (v5.0)

July 2012 – Stonesoft Network Security - StoneGate Management Center Administrator (SGSMCA)

October 2011 – Blackbaud - The Raiser’s Edge Essentials

October 2005 – June 2009

The University of Coventry, Coventry, UK

Bachelor of Science in Network Computing

October 1997 – June 2004

The Woodlands School, Coventry, UK

Graduated with Advanced Level certificates in Secondary Education (High School equivalent)

TECHNICAL SKILLS

Operating Systems and Virtualization:

Microsoft Windows XP/7/8, Server 2003/2008 R2/2012, Mac OSx 10.6/10.7/10.8, Citrix Xenserver 6.0,

Microsoft Hyper V, VMware ESXi 4.0/5.0/5.1

Networking:

Cisco Catalyst 3xxx Series, Dell Power connect and HP Procurve switching, Juniper SA, Sonicwall and

Stonesoft SMC firewalls, Ruckus, Cisco and Airohive wireless access points.

Software:

Microsoft Office 2003/2007/2010, Lync 365, Mac office 2011, Citrix XenApp 6.5, Presentation Console 4.5

and published applications, Lotus Notes 7/8/9 Social Edition, Adobe CS 5/6

Technologies:

TCP/IP, DNS, DHCP, Active Directory Domain Services, Exchange 2003/2007/2010, SCCM 2007, Lotus

Domino 8, Mitel, Cisco, Shoretel and Panasonic VOIP and associated voice mail systems, Salesforece,

Kasaya, Microsoft Dynamics and Dell KACE CRM, NimSoft and Hostmon infrastructure and network

monitoring, Norton Ghost, Acronis True Image and Clonezilla imaging, Backup Exec 12.5/2010, Dell TL2000

Tape Library, McAfee Security-as-a-Service Anti-Virus, NetApp FAS systems, Dell EqualLogic SAN (PS

series) and Dell Powervault MD1000 & MD3000i Storage solutions, VMware Vcenter, VMotion, Vmware

converter, Dell ASMVE smartclone and replication, Dell MDSM snapshotting, HP, Dell and Lenovo Server,

Desktop and Laptop systems, Salesforce CRM, Microsoft Dynamics CRM, Dell OpenManage, Dell DRAC,

HP Integrated Lights-Out (iLO), Ricoh, HP, Cannon, Xerox and Papercut NG Accounting and Printing,

Blackberry Enterprise v4.0/v5.0 and BES Express Server, Mobile device support including Android tablets

and smartphones, Blackberry playbook and mobile devices and iOS devices including iPad and iPhones

PROFESSIONAL EXPERIENCE

September 2013 – November 2013

Various Employment Agencies, Toronto, ON, Canada

Various Temporary Assignments

Currently working on temporary capacity as administrative support in the downtown core of Toronto, most

notably on an ad-hoc basis for Free the Children, as part of a large team, tasked with entering data from

paper based forms into a national online database.

September 2012 – August 2013

Amtico International, Coventry UK

Technical Support Engineer:

Responsibilities

• Provided technical support for over 600 users and 120 servers over several domains throughout the

UK and Europe, including the 24/7 UK manufacturing plant and Worldwide sales force.

• Managed and delivered key IT projects to improve reliability, reduce costs and enhance performance

of IT related systems throughout the business.

• Delivered staff training on various systems including bespoke packages and VOIP telephony.

• Create and maintain ‘golden’ images for systems and deploy new images to newly built systems.

• Regularly visited Amtico sites to upgrade and maintain infrastructure.

• Worked with the team to monitor infrastructure daily, review network and server health, increase

volumes, perform preventative maintenance and follow DR and business continuity plan testing.

• Worked with external vendors to increase Amtico’s portfolio of technology and reduce costs.

• Purchased IT equipment and helped negotiate new contacts with third party vendors.

• Key holder for premises.

Key Achievements

• Worked as the project manager to switch mobile providers from one major network to another,

migrated from a full BES solution to a BES Express server to reduce monthly costs.

• Implemented change control process for the Technical Service Desk to increase awareness and

track major changes to business critical systems.

• Setup new VMware site at a branch office, consisting of two Dell PowerEdge R810 hosts running

ESXi 5.0 connected to a Dell Storage Array consisting of two MD1000 and a MD3000i SAN.

Completed P2V of all physical servers on location including file server and domain controller.

• Worked on several other major projects including installing, configuring and training users on new

Mitel VOIP telephone system, upgrading UK infrastructure, migrating systems from XP to Windows

7, implementing Microsoft Hyper V 2012 server and deploying a new Windows 2012 Server print

server.

• Implemented Dell VSM VE and Host Integration Tools into VMware and Hyper V environment and

created smart copy schedule for all virtual machines in the UK Cluster for disaster recovery

purposes.

• Worked as technical lead on a project to migrate the entire UK sales team from their existing

Blackberry and Laptop configuration to Apple iPhone and iPad devices with a new MDM solution.

March 2012 – September 2012

Acora Outsourced IT Solutions, Solihull, UK

Technical Support Engineer:

Responsibilities

• Provided outsourced technical support for 120 medium sized businesses and helpdesks throughout

the UK and Worldwide.

• Worked with the change management team to submit the relevant documentation before carrying out

work at client sites.

• Performed daily system monitoring of servers and networking infrastructure at customer sites,

updating them regarding any issues or outstanding cases.

• Mentored members of the response team and worked closely with them to resolve any outstanding

cases which needed escalating.

• Assisted the projects team to help design and implement software and hardware.

• Visited customer sites to carry out training, auditing and infrastructure upgrades.

• Worked with a wide variety of Windows Sever operating systems and Microsoft Exchange versions.

• Key holder for premises.

Key Achievements

• Assisted the senior management and operations team in designing, documenting and implementing

a range of new support processes throughout the company.

• Helped senior management design, implement and deploy a new monitoring process to customers

monitor their servers and infrastructure.

• Completed Softesoft SMC training course and gained certification.

• Supported a massive catalogue of technologies and companies and managed to keep within tight

SLA’s for clients of Acora.

April 2011 – December 2011

The Arthritis Society (National Head Office), Toronto, ON, Canada

Helpdesk Engineer

Responsibilities

• Provided all levels of support for over 450 users throughout Canada.

• Assisted in training members of the organisation via lunch and learn sessions, remote desktop and

conference calls for both new and existing IS system including VOIP telephony, desktop and laptop

computers, office software, Xerox accounting and printing.

• Covered both core business and out of hours work when required to assist with new projects such as

installing at co-location servers, running critical updates, troubleshooting VOIP issues and installing

new office equipment throughout Canada.

• Worked with both current and new vendors to upgrade assets throughout the organisation.

• Key holder for premises also granted access to 151 Front Street (Toronto Internet Exchange).

Key Achievements

• Maintained the highest level of service for training and support. Directly praised by Senior

Leadership Team and also CFO.

• Developed user guides and documentation and published a variety of guides to assist with the most

common issues throughout the organisation.

• Gained Blackbaud Razor's Edge Foundations Certification.

March 2011 – April 2011

University Health Network, Toronto, ON, Canada

IT Project Engineer – Contract:

Audited IT equipment and assets throughout UHN offices, worked with a small team to strict deadlines, often

without supervision, ensured data is entered quickly whilst maintaining a high level of accurately, Praised by

managers for speed of inputting data, punctuality and attitude towards work.

January 2011 – February 2011

Blakes, Cassels and Graydon Law Firm, Toronto, ON, Canada

IT Deployment & Training – Contract:

Assisted with a major floor move, which included the removal and installation of over 750 devices, including

printers, peripherals, Cisco VOIP phones and PC’s post floor move, trained users on the new Cisco solution,

using Cisco 7945G phones, demonstrating how to use features such as call forwarding, mobility and the

Cisco Unity voicemail service.

July 2010 – January 2011

United Health UK, Coventry UK

IT Support Analyst – ScriptSwitch LTD:

Worked within a small team to provide support to a team of 45 internal office users using and mobile

engineers, as well as UK wide clinical application support to over 6,500 GP practices.

Contact this candidate