Technical Support Specialist

Network Eng. Skills

Environments:

XP, Windows 7 & 8, 2008R2

Client Access Server,

Implementation VMware and

Hypervisor

Linux, SSH Powershell

Networking Protocols:

Telnet, TCP/IP, DHCP, HTTPs,

SMTP, LDAP, Active Directory

Bulk Toolset AD FS, AD RMS.

AD Client Access, PKE, IDS/IPS,

ARP, DNS

Subnettingt procedures

Fortinet 310g and 500 series

gateway protection devices

Windows 7 & 8 deployment,

migration and upgrading

Applications :

MS Exchange, MS Office Suite:

Access, Excel, MS Project,

Outlook MYSQL, VB Script,

Visio, Word

Help Desk : BCE Remedy,

HelpVision

Certified Comptia A+

MCSA MCIT (in progress)

Enhanced Security Clearance

François intérmédiare

Available for Weekend and

Evening Shifts

Bob deGruchy

613-***-**** ● *********@*****.***

Network Help Desk Analyst, Client Services Specialist

Highly motivated network technical support specialist offering client support services

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and system troubleshooting.

Set the tone for positive customer experience through accurate needs assessment

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and timely problem resolution.

Experience in configuring, monitoring, upgrading and maintaining systems hardware,

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software and related infrastructure.

Strong analytical skills and experience working with technical teams to resolve

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complex desktop and system-level issues.

Analyzed and produced call-event documentation for applied system changes,

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migration and updates.

Education

Diploma, Network Engineering Support Aug.2012 - June 2013

Willis College of Health Business and Technology, Ottawa, Ontario

• Course Highlights: A+ hardware and operating systems, server configuration,

PowerShell scripting, TCP/IP network infrastructure, Windows 7 upgrading and

migration. Help Desk Analyst, CCNA

Diploma, Business Applications, Oct. 2005 - May 2006

CDI College of Health Care, Business and technology

• Course highlights: MS Access, Excel, Simply Accounting, Outlook, MS Project,

PowerPoint, Word for Windows. Customer support seminars.

Diploma, Technical Support Specialist Oct.1999 - April 2000

LearnQuest College, Ottawa Ontario

• Course highlights: Help Desk Analyst training: Desktop, laptop and printer

maintenance, cables, operating systems, internet connectivity, modems, peripheral

configuration, client services, documentation.

Work Experience

Technical Support Specialist, April 2014 to Present

Newfound Recruiting (contract, on-call assignments)

Metafore Technologies

• Deployment and installation of retail computer workstations, internet connection

testing, IP addressing, documentation, break/fix maintenance tasks for LAN

networks, Ethernet, component inventory.

Landscaping Technician May to November

2008-2010

Terrebonne Landscaping : seasonal labour

Administrative Clerk - Contract assignments October

2004 – August 2011

Archives Canada, Justice Canada, DND, HRDC, CMHC, DFO, Statistics Canada, Ottawa, ON

• Indexed and filed personnel records relative to pension records.

• Updated business records with reference to the Canada Statistics Act.

(Canadian National Inventory of Business Statistics).

• Edited personnel records files pertaining to payroll, course attendance, etc.

• Prepared and delivered special-event presentations (i.e., information seminars).

Geography Officer, Network Support Advisor July

2003- April 2004

Elections Canada, Ottawa, ON

• Compiled and edited electoral district maps.

• Utilized Arc Info ? Arc map tools software to edit localized voting boundaries &,

street networks.

• Created electronic file hierarchies systems for street network metadata.

• Assisted Returning officers with map editing and compilation tasks.

• Verified map data accuracy and consulted with mobile poll officers for voting data.

• Maintained National Geographic Database.

Technical Support Specialist, Help Desk Agent March 2000-

June 2003

Compaq Canada (Hewlett-Packard) Ottawa, ON

• Performed technical support for personal computer users.

• Resolved technical issues and provided instructional information to international

clientele.

• Updated Warranties and arranged for shipment of replacement parts.

• Installed, Configured and tested hdds, peripherals (printers, cameras, scanners).

• Produced accurate call-event records for intranet solutions libraries.

• Awarded many citations for quality of technical call support.

Volunteer and Community Worker – various organizations

1999- 2005

• Member, Board of Governors, Pinecrest Queensway HCC.

• Previous volunteer assignments with the Bytown Museum, Ottawa Little Theatre.

• Canadian Cancer Society, various arts and music festivals in Ottawa.

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