Customer Service Technical Support

Al Perko

Kitchener, Ontario

Home 519-***-**** Cell 226-***-****

******@*********.**

Information Technology Professional

Technical Support Specialist with diversified experience maintaining

operating systems and networks, providing technical support and developing

innovative solutions in alignment with business objectives. Proven success

in project management: combined experience in strategic planning, quality

control and team leadership with solid qualification and experience. Strong

analytical and problem solving skills combined with a results orientated

and hands-on approach to continuously seek effective solutions to complex

problems; excellent troubleshooting skills in both computer and software

platforms.

Technical Proficiencies

Experience:

Office 2000/03/07 ( Print Servers ( Network Troubleshooting, ( HD Analyst

Second Level ( MFU Printers and Network Server Functionality ( Lotus Notes

Client Support ( IP Nortel/Avaya IP Telephony Systems ( Active Directory

Security Functionality ( Fax Servers ( Peripherals ( Network

Troubleshooting ( DHCP Server ( UPS Integration and Support ( Monitoring

Systems ( Datacentre ( Operations ( KTLO ( Internal/External Security

Systems ( Maintenance and Installation of Communications Systems (

Hardware:

HP ( IBM ( Genicom ( Lexmark ( Epson ( Canon ( Xerox ( Ricoh Printers .EMC

( DataDomain ( Sun ( NetApp ( FCoE ( Avaya Phones ( HP Storage ( Nextsan

Storage ( Brocade ( Cisco ( Linksys ( Lenovo ( Dell ( IBM ( Personal

Computers, Laptop, Servers ( APC UPS ( Peripherals ( Wireless ( IP Networks

( Nortel Phones ( DSL and Cable Circuits ( MFU Units. EMC, SUN, NetApp, HP

Data Storage Devices ( EMC Data Domain for Backup

Operating Systems:

Microsoft Windows ( DOS ( 9X ( NT ( 2000 ( XP Pro ( Win7 ( 2008/03 Server

( Active Directory ( ESX Server ( VMWare ( Vsphere

Professional Experience

Agfa Healthcare, Waterloo Ontario Aug 2009 - Nov 2013

World leader in conventional / digital imaging solutions and information

systems for the healthcare industry.

ICS Storage and Server Administrator (Dec 2012 - Nov 2013)

. Responsible for maintaining the infrastructure for 300 local clients

and 500 international clients

. Configuration and implementation of EMC, HP, SUN, Netapp SAN/NAS

solutions, and maintained required changes

. Provisioning, managing, maintaining and de provisioning of storage

volumes/Luns/NFS/CFIS to support server deployment and development

activities

. Hired and provided leadership and mentored co-op students from the

University of Waterloo for desk top support and to assist in various

projects

Key Contribution:

. Successfully performed the migration of hardware platforms 100TB

storage SANs / NAS Arrays with minimal impact to the production

environment

ICS Systems Administrator (Feb 2011- Nov 2013)

. Maintained a pool of infrastructure servers, FTP, Domains, DNS. DHCP,

in Waterloo and remote locations

. Configured and maintained servers in the VM environment housing 1200

VM systems

. Administered and maintained FTP access server

. Installed and configuration of IP based security camera system

. Performed trouble shooting on network connectivity of storage units

and servers

. Overseeing purchasing of hardware, software, and technical services

Key Contributions:

. Performed a successful migration of 30 computer racks with servers

from one datacenter to a new data centre building location

. Migrated 300 users, computers and phones from an existing

building to new building location.

ICS Technical Support Technician (Aug 2009- Feb 2011)

. Completed implementations for local clients in the lifecycle of

replacements of hardware and software implementations

. Maintained security building access systems, as well as local and

corporate domain access security systems

. Maintained environmental monitoring of Datacenter, implemented server

solutions and inter connectivity of network connections

Key Contribution:

. Defined the role and structure of the department as required to

maintain production work flow and business strategic plan

Metafore Corporation, Kitchener, Ontario 1995 -March 2009

Metafore employee contracted for the following clients and positions:

Technical Support Specialist

Completed several implementations for national clients in the lifecycle of

replacements of hardware and software implementations. Demonstrated with

accredited certifications and requirements to be eligible to service

equipment from various vendors (IBM, HP). Developed relationships with

clients and provide exceptional customer service along with meeting

expectations with service level agreements.

MCAP (May 2005- Nov 2009)

ITS Support Analyst

. Supported and assisted the IT team responsible for corporate

infrastructure support

. Managed the second level support issues on a 800 client system base

. Diagnosed and resolved issues with remote, internal, and external

clients

. Deployed diverse projects, and implementations to the corporate

Quality Assurance, Development, and Production environments

. Troubleshot issues with Vendors to resolve VIOP issues with hardware

and software voice recording technology applications

. Maintained operational requirements to meet SLA in a 24/7 environment

to insure client production needs were met

. Developed and installed Multi- Function Units on the network,

minimizing the requirement for excessive hardware maintenance and

reducing the cost of operations

Honeywell (May 1999-Oct 2004)

Technical Support Analyst

. Managed support services for applications, operational support of the

network and end user clients in a mixed environment, Win 9X, Win98,

Win NT4.0, and Win2000, SQL, Netware ver. 5.1

. Backup of data for emergency recovery procedures (ERP), and minimizing

down time in a 7/24 environment

. Administered required antivirus protection protocols and performed

application updates preventing interruptions

. Installed 6 Cisco 4000 Switches replacing existing Cisco3000 switches

to increase the performance and reliability of the existing network

. Implemented new APC UPS systems on the network with monitoring

software providing continuous operations during power outages

. Migrated various custom application software and peripherals in a

production, Lab testing and office environments

. Developed image profiles of desktop/laptop operating systems and

deployed for a 250 client base with remote users, delivering a stable

operating system and minimizing down time

. Investigated issues with network performance and connectivity,

correcting and configuring options to increase performance and

maximize utilization

Desktop Support Analyst, Manulife (Metafore employee contracted) (June 1997

May1999)

Hardware Support Technician, Clarica / Sunlife (Metafore employee

contracted) (June1996 May1997)

Hardware Network Technician, Stelco Inc. (Metafore employee contracted)

(May 1995- June 1996)

Support Analyst, Oshawa Group/ Foods

IT Department Manager\ HR & Loss Prevention Assistant, Dutch Boy Food

Markets/Oshawa Group

Education & Accredited Courses

Electronics Engineering Technology Diploma (EET), RCC Institute of

Technology

Certificate Courses:

Microprocessor Control Systems and Realtime Interfasing ( PLC II Control

Programming ( Guidelines to Effective Management ( A+ Certified ( MCP

Course Accreditation ( Windows 9X ( MCP Course Accreditation ( Windows

2000 Sever /Active Directory ( APS Compaq Certified Desktop/Laptop Systems

( ASP Lexmark Certified ( Dell Certified on all Hardware Platforms ( IBM

ASP Certified ( HP Printer Certified ( Lenovo Certified ( HDI - Help Desk

Analyst ( SAN /NAS Installation and Configuration ( VNX Unified Storage

Performance ( VMWare ( Vsphere ( Install ( Configure ( Manage 4.1 ( VNX

Unified Storage Deployment and Management

References Available Upon Request[pic]

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