Technical Support Analyst
Resume:
Objective
To gain a position as a Help Desk Analyst utilizing my experience in the
Technical Support Analyst, Help Desk and Systems Technician positions and
knowledge gained through various certifications.
Professional Experience
Service Technician, Cycom, Toronto, Ontario at William Osler Health System
April 2012 - Present
Troubleshoot and repair computers, printers, COWs and monitors. Re-image
computers using SCCM. Perform other duties as assigned.
Desktop Analyst, Invesco Canada Ltd, Toronto, Ontario
October 2011 - April 2012
Re-image computers with Windows 7 build, install applications using SCCM
and perform deployment.
Help network team in the PST file ingestion process, perform MACs and other
duties.
Technical Support Analyst, East Penn Canada, Ajax, Ontario
April 2009 - September 2011
Create and maintain users in Active Directory, BES and IP based telephone
systems, backup and restore on a IBM tape backup system using Symantec
Backup Exec 12.5, install applications and printers on Terminal servers,
create and maintain network shares, install and maintain servers, Virtual
Servers, SAN, NAS, Wireless Access Points and network switches.
Administer, manage and monitor the Exchange server. Create and maintain
security and distribution groups. Perform periodic maintenance, updates and
apply patches. Maintain and update organizational forms in MS Outlook.
Monitor network resources (LAN and WAN) using Nagios and monitor network
security using Office-Scan console.
Provide computer, printer, Motorola Handheld Scanner, blackberry, Xerox and
Ricoh MFP, VPN, MS Office XP, 2003, 2007 and 2010 applications, Epicor, CRM
and network support including network configuration and connectivity
problems to the end-users including users in distant branches.
Resolve issues on TCP/IP and Ethernet networks, reset passwords and
maintain password list.
Troubleshoot, repair and re-image computers and laptops.
Systems Technician, Torys LLP, Toronto, Ontario
April 2004 - February 2009
Create, maintain and deploy computer images using Ghost.
Replace defective computers with freshly imaged computers.
Perform moves (at odd or extended hours), adds and changes (MAC) on Mitel
IP telephone system.
Install, upgrade, roll-out, configure and troubleshoot Windows based
computers and networked devices.
Enter resolutions into the Incident Tracking software and provide second-
tier support to the users.
Provide computer, printer, digital sender, Xerox and HP MFP and network
support including network configuration and connectivity problems to the
end-users and administrative staff.
Use Altiris PC Transplant to migrate profiles from one computer to another
when required.
Maintain and update computer names in the Altiris Deployment Database.
Escalate printer, Xerox copier and HP digital sender problems that cannot
be resolved to vendor.
Troubleshoot, re-build and repair computers and laptops when needed.
Help Desk Analyst, Torys LLP, Toronto, Ontario
July 1999 - April 2004
Answer calls to the Helpline and provide one-on-one support to clients.
Enter problems and resolutions into the Call Tracking software provided to
the Helpline for that purpose.
Use System Management Server (SMS) to take control over end user Pcs in
order to provide assistance to users in resolving problems.
Escalate problems that could not be resolved over the phone or through SMS
software using the appropriate escalation procedures.
Track escalated problems to ensure that they are resolved on a timely basis
and that adequate follow-up is provided to the originator.
Ensure that all service level agreements are met.
Record and maintain the information provided on the status line regarding
updates of the Elite system, phone system, voice mail system and local area
network.
Provide support to Metaframe 2.0 users with installation, configuration and
connection problems.
Provide off hours (on call) support by carrying a pager, cellular phone and
a Blackberry during evenings and weekends on a rotational basis.
Install blackberry software. Configure and troubleshoot blackberry
problems.
Provide extended support during any new application roll-out e.g. Microsoft
office 2003 and Windows XP.
Helped the Systems Technicians with relocating user equipments and building
labs.
Docutech Operator, Torys LLP, Toronto, Ontario
April 1995 - July 1998
. Operate Docutech 135, Xerox 5690, Xerox 5100, and Digipath.
. Maintain and organize Docutech files in remote storage and tape backup
system.
Xerox Operator, Grenville Printing and Management, Willowdale, Ontario
September 1990 - March 1995
33. Operate Xerox 5090, Xerox 1090, and Colorocs color copier.
Software and Operating System Skills
Installation, configuration, upgrading, and troubleshooting of MS Dos 5.0-
7.0, Windows 3.0 & 3.11, Windows 95 and 98, NT Workstation 4.0, NT Server
4.0, Windows 2000 Professional, Windows XP, Windows Vista, Windows 7,
Windows 2003 and 2008 Server, SQL, Exchange Server 2003 and Exchange Server
2007, Outlook Web Access, Windows Backup, VMWare, Virtual Server 2005,
Eracent, Sharepoint V. 10, Workstation Profile 2.5, Altiris, Antivirus,
Ghost and Symantec Pquest, MediTech.
Installation and configuration of Microsoft Office 2003, 2007 and 2010.
Familiar with Citrix, configured Metaframe client application on Dell and
HP laptops.
Scanning and manipulation of images and documents with various OCRs.
Knowledge of ITIL, Interwoven and call tracking applications like Remedy,
Magic and Track-It and ITSM.
Education
Dell Desktop Certification October 2013
CCNA (Cisco Certified Network Associate) December 2008
MITEL System Administration Course September 2007
MCP, MCSE (Windows 2003 and Windows 2000 Track) December 2005
Altiris Deployment Solutions Training September 2005
Blackberry Server
Training Septemb
er 2002
MCSE (NT 4.0 Track) and A Plus Certification June 1999
Self-directed education
Completed 3rd Level CGA December 1995
Certified General Accounting Association, Correspondence
Courses, Toronto.
MBA (Master of Business Administration) November 1982
Central Missouri State University, Missouri, USA.
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