Service Quality Assurance
Resume:
Paul F. Philippe
****************@*****.***
Fluently Bilingual (English and French)
NATO Secret Security Clearance
Systems Administrator / Service Desk Technician
• Skilled professional with over seventeen years of experience in information technology,
functional system administrator, network (LAN/MAN/WAN) operations.
• Solutions-focused, team oriented IT professional with broad-based experience in collaborating
with project teams, interfacing with clients, gathering user requirements, data migration projects
and deploying technology for innovative customer and technical support strategies.
• Experienced analyst with proven ability to successfully analyze an organization’s critical support
requirements, identify deficiencies and potential opportunities, and develop innovative solutions
for increasing reliability, data consistency, improving productivity and system availability.
• A broad understanding of computer hardware and software, including installation, configuration,
management, troubleshooting, inventory, security and support.
• Effective written and verbal communicator in French and English with excellent presentation
abilities; skilled in providing customer and end-user computer support.
AREAS OF EXPERTISE
Access Control via Smart Cards/Biometrics
Asset Management & Inventory Control
Windows 7/XP, Server 2003/2008
Data Conversion, Validation and Migration
Customer Relationship Management
Asset Management and Tracking
BMC SDE and Remedy ticketing program
Organizational Change Management
Paul Fernand Philippe
PROFESSIONAL EXPERIENCE
Systems Administrator/User Support, September 2010 to January 2014
NATO/ISAF, Kabul, Afghanistan
• Interact with military personnel and provide support for all local and remote access
clients throughout Afghanistan.
• Ability to work under minimal supervision and excellent verbal and written skills
• Ability to prioritize problems and appreciate business criticality.
• Create and manage user accounts on three separate networks.
• Administer and control account access rights and permissions
• Provide 2nd and 3rd level desktop and LAN services to all clients
• Ensure that problems are resolved according to Service Level Agreement (SLA), and
conform to project deadlines
• Configure, support and troubleshot connectivity of analogue phones .
and VOIP (Voice Over IP) phones on fiber optic.
• Assist with installations, configuration of servers, and ongoing usability of desktop &
laptop computers, peripheral equipment and software with established standards and
guidelines.
• Interact with computer platforms in a multi-layered client server environment
• Ensure desktops interconnect seamlessly with diverse systems including file servers,
email servers, application servers and administrative systems
• Work with vendors to resolve technical problems with equipment and software
• Train staff on basic of hardware, software and use remote access
• Software use and support includes Windows 7/XP, Active Directory Server 2003, BMC
Service Desk Express, Remedy, Installation and configuration of various FAS
applications, MS-Exchange, MS-Office suite, McAfee Anti-virus, numerous custom off
the shelf products, Pointsec Protector Client/Server, CheckPoint EndPoint Security,
Dameware NT Utilities, SMS, WSUS, Symantec Backup Exec.
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Paul Fernand Philippe
Experience cont.
Network Analyst, June 2010 to September 2010
Department of National Defence, Petawawa Army Base, Ontario
• Provide support for all local and remote access clients.
• Provide remote assistance to client PC’s.
• Create and manage user accounts.
• Troubleshoot network permissions and access.
• Administer and control account access rights and permissions.
• Verify, document and respond to security incidents on client PC’s and servers.
• Monitor servers using remote desktop connection to verify event logs, etc.
• Maintain different databases for known problems and solutions along with reports for
virus incidents and malicious codes, etc.
• Maintain service level agreements for regular and VIP clients which include managing
impact of problem scenarios and response time for best client service.
• Software use and support includes Windows XP, Active Directory Server 2003, Hyena
0v8., Magic Service Desk Enterprise, MS-Exchange, MS-Office suite, PKI-Entrust,
Alacris ID Nexus, Symantec Anti-virus, numerous custom off the shelf products.
• Work with Procurement staff to purchase hardware and software
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Paul Fernand Philippe
Experience cont.
IT Support Officer, July 2009 to Nov 2009
Department of National Defence Head Quarters, Ottawa, Ontario
• Provided IT support for the Judge Advocate General (JAG)
• Used BMC Service Desk (formerly Magic Service Desk) for tracking system
• Managed and issued PKI-Entrust smartcards for encryption and digital signature
• Setup and configured workstations and peripherals
• Configured MXI Portable Security USB Devices for JAGNet access
Engineer, Mar 2008 to May 2008
Canada Revenue Agency, Nepean, Ontario
• Tested servers for network intrusion, detection and prevention
• Completed server performance evaluations prior to deploying new security software on
the network and analyze the performance post deployment.
• Tested the ArcSight product configured in various ways to determine the best protection.
• Designed and wrote many test procedures, plans and instructions to be used by network
technicians for nation wide deployment.
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Paul Fernand Philippe
Experience cont.
Network Technician, Nov 2007 to Mar 2008
Department of National Defence Head Quarters, Ottawa, Ontario
• On-site support for all clients and remote access clients.
• VIP support for Chief of Defence Staff and National Defence Command Center.
• Maintain service level agreements for regular and VIP clients which include managing
impact of problem scenarios and response time for best client service.
• Maintain different databases for known problems and solutions along with reports for
virus incidents and malicious codes, etc.
• Assess client's needs and provide solutions for quality assurance, cost and efficiency.
• Train new technicians as well as clients on existing and new products.
• Communicate with various manufacturers for warranty and servicing.
• Troubleshoot and arrange router and switch connections in server rooms and wiring
rooms including port activations.
• Software use and support includes Windows XP/2000/NT, Active Directory Server 2003,
• Magic and Remedy Help Desk, Ghost Pro, MS-Exchange, MS-Office suite, PKI-Entrust,
Alacris ID Nexus, Symantec Anti-virus, Citrix, numerous custom off the shelf products.
• Hardware support includes PC's, laptops for local and remote access, blackberries, palm
pilots, printers, scanners, plotters, TV tuners, and various setups like dual monitors and
PC switches, smartcard readers, fiber optic secret networks.
5
Paul Fernand Philippe
Experience cont.
System Administrator, July 2007 to Sept 2007
SNC Lavalin, Kandahar, Afghanistan
• Provided administration support of MS-Office and MS-Exchange running under
Windows 2000.and XP
• Created and managed user accounts.
• Administered and controlled account access rights and permissions.
• Monitor servers to verify event logs, performance, etc.
• Performed backup and restoration of servers.
• Troubleshooting of application problems for users of the Office Automation Suite.
• Maintained of all LAN associated computer equipment and accessories.
• Performed scheduled preventive maintenance.
• Conformed to all configuration standards.
• Maintained inventory control for all Corporate LAN assets.
• Inspected Information Systems Security, reported any violations.
• Ensured users abide by the Acceptable Use Policy (AUP).
• Responded to all Remedy trouble tickets.
• Assisted in the development of appropriate LAN/WAN SOP’s.
• Ensured the availability of reliable hardware and software for Corporate LAN/WAN
and standalone workstations.
• Assisted in the planning and completion of Life Cycle Management activities for all.
Corporate LAN/WAN.
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Paul Fernand Philippe
Experience cont.
Network Technician, March 2006 to June2007
Department of National Defence Head Quarters, Ottawa, Ontario
• On-site support for all clients and remote access clients.
• VIP support for Chief of Defence Staff and National Defence Command Center.
• Maintain service level agreements for regular and VIP clients which includes managing
impact of problem scenarios and response time for best client service.
• Maintain different databases for known problems and solutions along with reports for
virus incidents and malicious codes, etc.
• Assess client's needs and provide solutions for quality assurance, cost and efficiency.
• Train new technicians as well as clients on existing and new products.
• Communicate with various manufacturers for warranty and servicing.
• Troubleshoot and arrange router and switch connections in server rooms and wiring
rooms including port activations.
• Software use and support includes Windows XP/2000/NT, Active Directory Server 2003,
• Magic and Remedy Help Desk, Ghost Pro, MS-Exchange, MS-Office suite, PKI-Entrust,
Alacris ID Nexus, Symantec Anti-virus, Citrix Metaframe, numerous custom off the shelf
products.
• Hardware support includes PC's, laptops for local and remote access, blackberries, palm
pilots, printers, scanners, plotters, TV tuners, and various setups like dual monitors and
PC switches, smartcard readers, fiber optic secret networks.
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Paul Fernand Philippe
Experience cont.
Network Analyst, March 2005 to September2005
Department of Finance Canada, Ottawa, Ontario
• Diagnosed and resolved microcomputer hardware problems.
• Installed, supported and troubleshot Microsoft Office Suite Entrust and various custom
off the shelf applications.
• Troubleshot and supported Microsoft Windows 2000 and XP in a client environment.
• Familiarized with the Department’s Procedures and clientele.
• Managed help desk calls with Magic Service Desk Enterprise as tracking system.
• Used Ghost software to create and load hard disk images.
• Setup laptops for dial in access with PKI to the department and troubleshot.
• Setup palm pilots, blackberries, scanners, various Lexmark and HP printers.
• Used Microsoft Systems Management Server (SMS) to remotely connect to client PC’s
to install software and troubleshoot.
• Used Active Directory to manage user accounts and GPO’s.
Network Analyst, December 2003 to March 2005
Department of National Defence, Ottawa, Ontario
• Performed Network technical support and problem resolution for LAN/MAN/WAN
clients running Windows 2000 Professional and NT-Workstation 4.0.
• Troubleshot network and remote dialup connections and also PC peripherals including
printers, etc.
• Supported applications including MS-Office 2000 suite, PKI-Entrust and various custom
off the shelf applications.
• Used MS-Exchange Server Administrator 5.5 to manage client’s email accounts and
Windows 2000 Admin tools including Server Manager and User Manager for Domains.
• Managed help desk calls with Magic Service Desk Enterprise as tracking system.
• Performed technical writing on procedures for local and network troubleshooting and
documents on how to improve overall quality and response time of problem analysis and
resolution.
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• Acted upon virus incidents and security breaches for all clients throughout the NCR by
monitoring the virus team service server.
Paul Fernand Philippe
Experience cont.
Instructor, June 2001 to June 2002
Department of National Defence, Ottawa, Ontario
• Went to military bases throughout Canada to teach the PKI-Entrust software package to
be used with Datakey Smartcards.
• Trained technical support and helpdesk staff, and administration members the installation
and troubleshooting of card readers, Entrust software, Datakey CIP, and web based
registration services called Alacris IDNexus.
• Prepared and used MS-PowerPoint presentations.
• Used Ghost 6 to create and load hard disk images.
• Set up mobile network classrooms with laptops on a self contained Windows NT domain
that connected to Ottawa DND servers.
• Coordinated software push methodology with base/unit IT staff; assisted with any
hardware/software installation and configuration problems.
Technical environment: Mobile classroom included Windows NT 4.0 Server, instructor
laptop, router, switch, student laptops, and projector. Student laptop operating systems both
French and English consisted of Windows 2000 Professional and Windows 95/98.
Computer Technician, January 2001 to April 2001
Fisheries and Oceans Canada, Ottawa, Ontario
• Installed and configured operating systems and other software on PC’s and laptops
which included Windows 95/98/NT 4.0 and Windows 2000 Professional.
• Performed upgrades and troubleshoot all hardware especially network cards and
modems used for remote access (RAS) for clients connecting to office from home.
• Set up PC’s at client’s workstations including the configuration of printers, scanners, etc.
• Managed trouble calls in tracking system named Remedy.
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Paul Fernand Philippe
Experience cont.
Network Analyst, May 2000 to November 2000
Health Canada, Ottawa, Ontario
• Provided network technical support and problem resolution for LAN/MAN/WAN in a
Novell 4.11 platform for clients running Windows 95 and Windows NT 4.0 Workstation.
• Supported MS-Office suite 97/2000, Corel Office suite 97, Lotus Notes 4.6 as well as
various corporate applications.
• Troubleshot remote access connections to Cytrix Metaframe running on Windows NT 4.0
server to gain access to clients' Novell Netware and Lotus Notes drives and applications.
• Resolved printing problems for all applications.
• Managed help desk calls with Support Magic as tracking system.
• Supported intranet and internet for Netscape and Internet Explorer 4.0
Network Analyst, March 99 to April 2000
Department of National Defence, Ottawa, Ontario
• Performed Network technical support and problem resolution for LAN/MAN/WAN
clients running Windows 95 and Windows NT 4.0 Workstations on Banyan Vines and
Windows NT Server 4.0 platforms.
• Created and administered Banyan Vines and Microsoft Network accounts.
• Troubleshot synchronized dual network login to Banyan Vines and Windows NT.
• Used Microsoft Systems Management Server (SMS) to remotely connect to client PC’s to
install software and troubleshoot.
• Created and managed MS -Exchange 5.5 email accounts.
• Supported MS-Office97 suite and several DND in-house applications.
• Troubleshot migration problems from Banyan BeyondMail to MS-Outlook.
• Modified personal and group logon scripts.
• Managed help desk calls with Support Magic as tracking system.
• Supported and administered DND Internet mail accounts.
• Maintained MS-Access database for remote dialup secure access cards and troubleshoot
remote dialup access for clients in and out of country.
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• Resolved problems with user access rights and permissions (shared and NTFS).
• Assisted in the training of new analysts.
Technical environment: Windows 95 and Windows NT 4.0 Workstations on Banyan
Vines and Windows NT Server 4.0 platforms.
Paul Fernand Philippe
Experience cont.
Network Analyst, August 98 to February 99
PWGSC/GTIS, Hull, Québec
• Supported clients on multiple Novell platforms in a Windows 3.11/95 environment on a
migration to Windows 95/NT.
• Troubleshot installations after migration from MS-Mail to MS-Outlook.
• Supported Lotus Smart Suite 97.
• Troubleshot and synchronized dual logins, managed user accounts with supervisor rights
for Novell 3.X /4.X.
• Used Eicon Aviva Telecom Emulator and IBM’s Infoman as tracking system.
Technical environment: Windows 95 and Windows NT 4.0 Workstations on Novell 3.X
and 4.X servers.
Network Analyst, December 97 to July 98
Immigration and Refugee Board, Ottawa, Ontario
• Supported clients in a migrating environment from Windows 3.11 for Workgroups to
Windows 95.
• Created, modified and managed user accounts.
• Troubleshot dual login to Banyan Vines and Windows NT network servers.
• Supported various applications including MS-Office97 suite.
• Upgraded and troubleshot PC’s, laptops, and printers.
• Managed help desk calls with Support Magic and Crystal Reports.
Technical environment: Windows 3.11, 95, NT 3.51 and Banyan Vines.
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Paul Fernand Philippe
Experience cont.
Laboratory Operator, August 97 to November 97
NORTEL Networks, Nepean, Ontario
Installed quartz and lithium Surface Acoustic Wave devices under microscope in various
microchips used for wireless communication.
• Logged into a Unix Vax Cluster for recording daily activities.
Computer Technician, February 97 to May 97
Department of National Defence, Ottawa, Ontario
• Migrated workstations from Windows 3.11 to Windows NT 3.51 and Windows 95.
• Created new user accounts on Windows NT and Banyan Vines servers.
• Used Ghost Pro to downloaded images of hard drives onto client’s PC’s.
• Performed network and CD ROM installations of 95 and NT.
• Configured and troubleshot connections to new Banyan Vines and Windows NT servers
for synchronized dual login.
Technical environment: Windows 3.11, 95, NT 3.51 and Banyan Vines.
Certification, education, and training
• Microsoft Certified Professional, Windows NT Server 4.0
• Microsoft Certified System Engineer (MCSE)
• Entrust-PKI training from the Entrust company
• Computer Technology Diploma, Herzing Career College
• SCCM Training
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References available upon request
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Contact this candidate