Customer Service Support
Resume:
Toronto Ontario
Cell: 416-***-****
E-mail: *************@******.***
Mike Thompson
Objective To utilize, learn and develop my IT skills in an organization that provides the opportunity to excel
Summary of
qualifications Qualifications for the position
Excellent communication skills both written and oral
Technical troubleshooting – finding the problem as well as the resolution
Good customer service skills
Excellent technical abilities
Good at initiating projects based on continuous improvement
Working knowledge of Microsoft Word, Excel, PowerPoint, Adobe Photoshop, Adobe Illustrator, Adobe
Acrobat, Adobe Indesign
Expert level with every Macintosh operating system made
Exceptional knowledge of DOS and Windows 95,98,XP,2000, NT,2003 Server, Vista, Windows 7, Server
2008, Windows 8,Server 2012
Excellent computer hardware experience – worked on AS400, Digital VAX VMS, GEAC mainframes.
Honeywell mainframes, IBM mainframes. All manner of desktop computers and notebooks
Experienced with IIS, web hosting, Active Directory, email hosting, Email administration. Exchange, POP,
VMware, Various PBX systems, Blackberry BES, Iphones. All manner of mobile devices.
Able to manage all manner of computer hardware, including servers, UPS, printers, scanners, switches and
routers. Both wired and wireless.
Experienced with data recovery, data management, backup strategies and disaster recovery planning
Professional 2008 October – present Yield Toronto ON
experience IT Support
Sole IT support for a 30 person company that does web development, email and web hosting and advertising
Managed all aspects of IT support from budgeting, to purchasing and implementation. Technical
troubleshooting and system builds.
Provide support to 25 Mac users and 25 Windows users utilizing both Windows and Mac servers and all
manner of both PC and Macintosh hardware
Supporting XP, Vista, 2003, 2008, windows 7, Exchange, Active Directory, Blackberry’s and Iphones
Support Outlook and Entourage, Adobe CS3 as well as proprietary financial server software and backup
software
Manage server shares on both Mac and Windows platforms
Provide on call 24 x 7 Blackberry support to all users
Manage building security and facilities issues
2008 July – 2008 October Durham College Oshawa ON
Helpdesk Support Analyst
Part of a 12 person frontline support group in a very large IT department
Supported an estimated 6000 laptops with some minimal desktop support
The only dedicated Macintosh Support for the more than 1000 Apple Laptops
Supporting Windows XP and Windows Vista
Utilizing Active Directory in dealing with passwords and accounts
Support Microsoft Outlook in Exchange Environment
Utilized Heat application for call management
Supported and corrected all manner of software issues and diagnosed hardware issues.
2008 May – 2008 July Patheon Inc Whitby On
Helpdesk Technical Support Analyst
Part of a small IT dept in a large pharmaceutical company encompassing laboratories, manufacturing and
office space
Supported an estimated 400 users encompassing laptops and desktop machines. Minor hardware repairs as
necessary
Supporting telephone system, network printers, local printers, as well as other computer peripherals
Perform IMAC activities
Supporting Windows XP, Windows 2000, Windows NT and Windows Vista
Utilizing Active Directory in dealing with passwords and accounts
Support Microsoft Outlook in exchange environment
Utilized Heat application for call management
Supported and corrected all manner of software issues and diagnosed hardware issues
2008 January – 2008 May Durham College Oshawa ON
Helpdesk Support Analyst
Part of a 12 person frontline support group in a very large IT department.
Supported an estimated 6000 laptops with some minimal desktop support
The only dedicated Macintosh support for the more than 1000 Apple laptops.
Supporting Windows XP and Windows Vista
Utilizing Active Directory in dealing with passwords and accounts
Support Microsoft Outlook in exchange environment
Utilized Heat application for call management
Supported and corrected all manner of software issues and diagnosed hardware issues
2006 (Aug) – 2007 (June) CanWest Global Media Toronto, ON
Deskside Support Analyst
Provide Support to 1000+ Employees with 300 desktop Macs and 300 desktop PC’s. In the prepress and
proofing industry.
Support all versions of the Mac OS back to system 7
Support Microsoft Windows XP desktops
Support Windows NT servers
Support Windows 2000 desktops
Email conversion project client systems – Outlook to Entourage in Exchange environment
300 workstation upgrades and configurations utilizing both Open and Active Directory
Supported several hundred users with Adobe CS and CS2 products
Support Microsoft outlook in exchange environment
[1996- 2006] Epson Canada Ltd Toronto, ON
Technical Support / Mac / Graphics
Provide most senior level of technical support to Epson customers with all manner of computer peripherals
focusing on professional graphics prepress and proofing applications
Responsible for problem solving and acting as liaison between the customer and the corporation for major and
high profile customer concerns and issues. Attended print industry trade shows as a technical resource to
professional graphics business
Curriculum development and provide internal training courses to Epson Employee’s on a large variety of IT
related topics. Specialize in colour management and the print industry.
Desktop support role as well as server support and telecom support.
Supported Lotus Notes and ran conversion from version 3 to 4 and updated to versions 5 and 6.
Support 200 workstations, upgrading all of them with hardware and software.
Assisted in assessing needs, budgeting and forecasting of IT requirements
Performed most senior level of Macintosh support at Epson Canada.
References
Available upon request.
Contact this candidate