Software Support

E. Robert Lee

#***-*** ****** ******, *******, Ontario M6C 2K9 416-***-****

Email: **********@******.***

Technical Skills Summary

Windows Server 2008, Microsoft Exchange Server 2003, Microsoft ISA Server 2006, BlackBerry Enterprise Server v4.1

Active Directory, Group Policy Management Console (GPMC)

Lotus Domino 6.5 & 8.5, Veritas Backup Exec 9.x, SSL Certificate of Authority, Windows Mobile 5.0, ActiveSync 4.2

Windows 8, Windows 7, Windows XP Professional, Windows 98, Windows 95, Windows NT

Lotus Notes 6.5 & 8.5, Microsoft Office 2007 including: Outlook, Word, Excel, PowerPoint, Access, ScanPST

MS Outlook Web Access, iNotes Webmail

RAS SecurID, MS SMS, Peregrine Solutions, Remedy, Veritas 9.x, ARCserve 7.x

Norton Administrator, NAV Administration, Novell 3.x to 6.x, Novell GroupWise 6.x

LAW SOCIETY OF UPPER CANADA Helpdesk & Application Support November 2007 – November 2013

- First & Second Level Helpdesk Support for 600 clients using Windows XP and Windows 7.

- Created and maintained Helpdesk knowledgebase to document issues and resolutions with over 2,000 articles.

- Trained 4 new helpdesk staff on helpdesk procedures.

- Created and managed Windows accounts and new OU’s in Active Directory. Usedd GPMC to assign policies to OU’s.

- Used Microsoft RDP Remote Desktop Connection and Windows Remote Viewer to resolve desktop issues. Ran software

installations and updates on clients remotely.

- Administration and support for Lotus Notes/Domino 8.5 including account creation, group management, database maintenance (fix-

up/compact) and password resets. Manage access for Lotus Notes applications for all clients.

- Supported RAS SecurID and key fobs including account creation and resets.

- AS400 iSeries account creation and account resets. Creation of new iSeries print queues. Support for TLC Snapshot to monitor

iSeries report requests.

- Provided support for end users including Microsoft Office 2003, 2007 and 2010 (Word, Excel, PowerPoint & Access.)

- Produced Weekly & Monthly reports for management.

CIBC MELLON Helpdesk / Computer Support February 2007 – August 2007

First & Second Level Helpdesk Support for 2000 clients. Used Remote Access to resolve incoming calls. Lotus Notes / Domino

Administration 6.5 Support, including password resets and mailbox maintenance. Completed client requests via email, phone or fax forms.

Provided MS Office Support. Mainframe password reset requests for CICS, CMS & CDS applications. Performed routine software /

hardware upgrade installations for Windows XP clients. Used Active Directory to amend or change PC settings. Unresolved issues escaladed

to 3rd Level Support. Created / updated Daily, Weekly & Monthly reports for management. Adhered to strict Policy & Procedures set forth by

management.

Network Analyst / Computer Support August 2006 – February 2007

LIUNA LOCAL 183

Primary objective was to assess the existing network infrastructure and submit a ‘High Level Plan’ to Senior Management for both software

& hardware upgrade recommendations. The scope of the assessment included three new server roles for the existing Windows 2003

enterprise: Microsoft Exchange Server 2003, Microsoft ISA Server 2006, & the Blackberry Enterprise Server v4.1. Installation of new

48port Fiber Optic enabled switches for proposed network expansion. Recommended Microsoft’s Software Assurance Program for all new

software purchases allowing for seamless transfer to Windows 7. Prior to assessment, no company Internet presence was in place, so new

SSL Certificate of Authority was required for the enterprise, to ensure secure network connectivity. Complete redesign of Active Directory

to redefine the infrastructure. Group Policy Management Console utilized to test new policies, before implementation. Mobile PDA device

deployment utilized. These devices included Windows Mobile 5.0 & Blackberry devices. Installed and tested these devices using

ActiveSync 4.2 and Blackberry Desktop Manager. A new standard for new PC hardware was implemented. Daily backup schedule

maintained using Veritas 9.x Resolution of daily support issues for clients. Support for Terminal Services client connectivity.

Helpdesk September 2004 – August 2006

HEWLETT PACKARD

First & second-level Helpdesk Support for Credit Suisse First Boston - New York for 18,000 Users. Support for Windows 2000/XP

environment. Support for the Microsoft family of products and over 1,100 vendor software products. Ensured network connectivity for all

clients. User account password resets, account lockouts for Windows, Unix, NTPA Mainframe. Ensured VPN connectivity for all RSA

SecurID clients. Blackberry support. Problem / Change Management requests logged / resolved using Remedy Solutions software. Repair

of PST files for clients, using ScanPST. ‘Best Attendance’ award for fiscal year 2005.

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E. Robert Lee

Helpdesk May 2004 – September 2004

CANADIAN IMPERIAL BANK OF COMMERCE

First-Level Helpdesk Support of software & hardware issues for 5000 clients in a Windows 98 / XP environment. Used Siebel 2000 to create

and update tickets for tracking purposes on client issues. Support for CIBC Business Banking software, ensuring client connectivity.

Provided training to clients. Troubleshooting desktop and network connectivity issues, and maintain CIBC Standard Rollout to clients.

Siebel 2000 to log and track client upgrades.

Helpdesk / Operations January 2004 – March 2004

CANADIAN BROADCASTING CORP

First-Level Helpdesk Support of software & hardware issues for 2000 clients in a Windows 2000 / XP environment. Provided support for

Novell 5.x connectivity, Groupwise 6.x, Lotus Notes, NT4 ~ Windows XP issues. Support / troubleshooting for MS Office products.

Resolved VPN connectivity issues. Operations support for Windows, VMS & UNIX Servers. Maintained Robotic Onsite / Offsite tape Silo

inventory for Daily, Weekly & Monthly backups using ARCserve 7.x

PC Support / Lan Administration May 2003 – Dec 2003

OPTIMA COMMUNICATIONS

First-Level Desktop Support of software & hardware issues for 400 clients in a Windows 2000 / XP environment. Performed installs /

upgrades to existing PC’s. Helpdesk support for MS Office 2000, Easy Talk 5.x, Netscape 7.x. Ensured network connectivity for all clients,

duties included creation of new Usedr accounts, password resets, account lockouts. Performed Daily, Weekly & Monthly Backups. Setup

and supported Palm Pilots PDA’s for clients.

TRIOS COLLEGE OF INFORMATION TECHNOLOGY Please see: EDUCATION Section. February 2002 – January 2003

MINISTRY OF THE ATTORNEY GENERAL Helpdesk / Lan Support July 2001 – September 2001

First-Level Support of Desktops for 500 clients. Resolved software & hardware issues for clients. Maintained Backups for NT Servers,

including NT Administrative duties. Tested software products in a server environment and wrote evaluations for management. Created and

modified macro driven Visual Basic code for MS Word Forms, and MS Excel spreadsheets used by Ontario Court Judges and staff. Used

Omni Page Pro 10 to OCR documents & MS Word to format files for clients.

FIRMBUY INC. Helpdesk / Lan Support December 2000 – March 2001

First and second Level Hardware & Software Support of Desktops for 300 clients. Conversion from Windows 98 to a Windows 2000

environment for all desktop and laptop computers, including Exchange 2000 and MS Outlook. Upgraded software on all desktop computers

from MS Office 97 to MS Office 2000. Installation & setup of Oracle software on desktop & laptop PC’s. Completed a detailed inventory of

all computers, monitors, printers and peripheral hardware for the company. Support for all remote users in North America for Secure Remote

VPN software, to ensure connectivity to the network.

CIBC - WORLD MARKETS Helpdesk / Lan Support March 1999 – November 2000

First Level Support of LAN/Wan for approximately 3,000 clients, including the Trade Floor. Utilized Windows NT & Novell Netware

Administrator for a 4.x tree, MS User Manager for Domains & MS Server Manager to administer client & server usage. Use of RSA’s ACE

Server Administrator to monitor RAS account access security. MS Systems Management Server (SMS) to remotely access clients’ PC’s to

resolve software related issues. Peregrine Systems Service Center for call tracking & SLA. LDAP Administration for new client Internet

setup & password resets. Installation & support for RIM Blackberry products. Mail support using Lotus cc:Mail 6.2 & MS Exchange &

Outlook 2000. Internet / Intranet support for Netscape 6.x & MSIE Version 5.5. Support for MS Office 97 & MS Office 2000, including

FrontPage 2000.

BANK OF NOVA SCOTIA BNS Trade Floor 1987 - l995

Supervisor of IBNA Resources HelpDesk for 2 years. Used dBase III, Lotus 1-2-3 and CICS-based FM System to generate a variety of

financial and inventory reports for international traders and executive management.

EDUCATION:

TriOS College: Graduated Network Engineering, February 2003

Curriculum included: MCSE (Windows Server 2000), Cisco CCNA, Novell CNA, SCO Unix CUSA, A+, Network+.

Certifications: CNA, Unix CUSA, A+

CTI: Graduated CNA and A+ Certification, November 1997.

Enrolled In "Canadian Bankers Association Program" At Ryerson University.

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