Customer Support Specialist/ Product Specialist

NORMAN A. RANDA

** ******** ******, ********, ** L9R 0A9

Home: 705-***-****

Email: ******@****.***

Summary of Skills:

Operating Systems: Windows XP, Vista, 7, Remote Desktop Protocol(RDP), Windows Server

2003/2008, Terminal Server, Citrix, Linux, RedHat, Solaris, CentOS, Mainframe O/S and Android

Communication and Network Protocols: WIFI, SMS, TCP/IP, SSH, SSL, TLS, FTP, SFTP, REXEC,

Telnet, TN3270, TN5250, ThinX, X11, NFS, UDP, RDP, DNS, NTP, PPP, HTTP, Bluetooth, TI-RFID

Applications: Microsoft Office 2008/2010, Citrix Go-To-Assist and Go-To-Meeting Desktop Sharing

applications, VMware Workstation, Oracle Virtual Box, Adobe Acrobat, Wireshark, Mozilla, FireFox,

FileZilla, DropBox, and Skype, Familiar with AutoCAD, Snagit and Camtasia Studio

Database: Familiar with MS SQL Server 2008, MS SQL Express

OpenText Connectivity Applications: Exceed, Host Explorer, Secure Shell Client, Sox Client, FTP

Server and Client, NFS Server and Client, Exceed onDemand Server, Managed File Transfer server,

Exceed XDK, HostExplorer SDK

Customer Resource Management: ONYX, Tracker

Directory Services: NIS, NIS+, LDAP, Kerberos, Microsoft Active Directory

Technical Skills: Planning, Execution, Troubleshooting, Product Installation and Integration, SaaS, Unix

and X-applications, License Management, and Customer Support

Education

Diploma - Computer Support Specialist, with HONOURS, November, 1997

Toronto School of Business, Newmarket, Ontario

Diploma - Electronics Engineering Technology June, 1993

(Telecommunications Systems Program)

Conestoga College, Kitchener, Ontario

Work Experience

On-call Contractor - Field Service Technician 2013-Present

Self Employed, Alliston Ontario

Information Technology;

o Assisted with the management of several multi-computer networks including Cisco switches

and Windows servers.

o Supported application software, including MS Office, VMware and Oracle Virtual station.

o Supported W indows XP/7/8 operating systems, and maintained intranet connectivity.

o Provided hardware and software installation and configuration support to various PC’s,

Laptops, Notebooks, Tablets, Cell phones, Scanners, Monitors and Printer Work centers.

o Ran server backups and restored missing files using W indows Server Backup feature.

o Added, and configured user access, to Network, File server and Email systems.

o Field Service and Support to various PC and POS system conversions including upgrades of

hardware and software.

Norman A. Randa p2 of 2

W ork Experience Continued

On-call Contractor - Field Service Technician continued

Project Manager;

o Provided follow up support on pricing and purchasing of File server, Email server, Switching

and W ebsite upgrades for a company network.

o Ordered, and Installed Server racks, UPS systems and Server hardware.

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o Directed 3 party contractors with electrical, venting and network cabling installation for

server room

Health and Safety Officer;

o Holder of the Supervisor and Worker Health and Safety Awareness in 5 Steps program

certification.

o Prepared and presented the Health and Safety Presentation and Training program to all new

company hires.

o Arranged, maintained and documented all employee Safety courses.

Land Survey Field Crew Coordinator;

o Managed four - two person field crews.

o Assigning field projects as requested by Project Managers,

o Following up on progress and project completion.

o Assigning Survey equipment and Vehicle resources as project needs determined.

General Handyman;

o 15 years as a P/T Handyman, assisting with multiple painting and small construction projects.

o Completed multiple small painting, assembly and construction projects for Customers in the

GTA region.

Customer Support Technician - Product Specialist 1997-2013

OpenText Connectivity Solutions, Richmond Hill, Ontario

Front Line Customer Support Technician;

o Supported 8 different product lines, which included 16 different solutions including: Exceed,

Host Explorer, Secure Shell Client, Sox Client, FTP Server/Client, NFS Server/Client, Exceed

onDemand, Managed File Transfer system, and Exceed/HostExplorer SDK.

o 15 years’ experience with Customer Resource Management tools; ONYX, and Tracker.

o Assisted remote users with installation, patching, configuration and display issues, across a

variety of operating systems and LAN and WAN environments connecting to Unix and

Mainframe O/S’s.

o Responsible for the Customer Support tickets from open to close.

o Created FAQ’s, Video FAQ’s, and Webinars for Product issues.

Product Specialist;

o Provided 2nd level support, to a 4 person - 1st tier support team, assisting with open call

reviews, providing debugging suggestions, and case reviews.

o Responsible for my support team’s Customer Support tickets, as per SLA’s.

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o Created, and reviewed 1 level traces and logs files, assisted with screenshots and helped 1

level create and improve descriptions of the problem s, for R&D bug reports.

o Provided weekly Product bug report updates, to R&D and Management, via email reports and

weekly review meetings.

Technical Account Representative

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o 1 responder to high priority customer accounts for any issues the customer reported.

o Responsible for resolving customer issues within SLA guidelines .

References are available upon request

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