Support Maintenance
Resume:
Jeffry MacMillan
Toronto, Ontario
To apply, share and develop my experience in the Information Technology Industry
jeffry.macmillan@gmail.c
Employment History
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System Support Analyst
2012 – Current - McDonalds Restaurants of Canada, Don Mills, Ont.
Tier 3 support of the POS system infrastructure.
Responsible for creating windows scripts to expedite the analysis and remediation of
POS system components and devices on a national scale
Participate in the development, implementation and support of POS system software
and hardware upgrades for multiple simultaneous versions.
Assist in the quality assurance practices and verifications, regarding support and
maintenance of new software and hardware.
Participate in hardware and software piloting, including reporting and software
scripting on a national scale as well as post pilot on-call support.
Responsible for developing and maintaining documentation and manuals for support
structure and help desks.
Install Support Specialists
2011 - 2012 - IBM Canada, Don Mills, Ont.
Support hardware, software and networking infrastructure for McDonald’s
restaurants in Canada
This position involves the support and management of the installation of various
Point-of-Sale operating systems and technologies. Onsite piloting and install of new
technologies, such as New-POS, are included in the various responsibilities this
position demands.
Requires extensive knowledge of Compris software on multiple server platforms
including support and maintenance, advanced troubleshooting and diagnostics.
Extensive knowledge of POS devices that include Panasonic, PAR, NCR and
Moneris
This position demands an advanced knowledge of the installation practices
regarding various technologies including cabling, device deployment, and software
upgrades. These include POS registers and peripherals, proprietary devices, PCI
compliant pin-pad installations and configurations, video systems and back-office
deployment.
Systems Support Specialist / Customer Support Specialist
2003 - 2011 - NCR Canada, Mississauga, Ont.
Support hardware, software and networking infrastructure for McDonald’s
restaurants in Canada
This position involves in depth knowledge and experience with in-house proprietary
software regarding the deployment, maintenance and support of various Point-of-Sale
operating systems and technologies.
Extensive knowledge of ‘Comprehensive Restaurant Information Systems’
(Compris) software on multiple server platforms including support and maintenance,
advanced troubleshooting and diagnostics.
Extensive knowledge of POS technologies that include Panasonic, PAR, NCR and
Moneris
Advanced knowledge of installation of restaurants technologies including cabling,
device deployment, and software upgrades. These include POS registers and
peripherals, proprietary devices, PCI compliant pin-pad installations and
configurations, video systems and back-office deployment.
Advanced problem diagnostics and simulation for root cause analysis
Obtain data and log information from remote systems and attempt to reproduce in
an in-house lab environment.
Used various systems diagnostic software to test hardware components.
Develop root cause analysis strategies, utilizing the lab work and diagnostic
analysis.
Daily documentation and reporting directly to upper management and
administration.
Responsible for developing and maintaining reporting servers that provides custom
statistical reports that measure service quality against service-level agreements.
Development of customer oriented reporting for various project deployments, roll out
and progress.
First point-of-contact for customer escalations / complaints
Receive and action customer escalations where service expectations have not been
met.
Micro ISP Network Developer and Administrator
2004 - 2006 – Rural Wave, Peterborough, Ont.
Develop central and satellite Network Operating Centers for a micro ISP
Designed and implemented a wireless WAN using LINUX based servers.
Responsible for development and maintenance of various servers, that includes the
standard Mail, FTP and WWW services for the end-customer.
Developed organizational account authentication systems using standard RADIUS /
SQL services.
Developed VPN / IPSEC servers for secure tunneling between satellite locations
Performed System Administration for entire network
Developed and implemented SQL database infrastructures for account
authorization.
Perform scheduled backups for enterprise wide data
Security management and monitoring for entire network
Developed access control lists and firewall rules for the organization.
Developed Remote Management and Maintenance services for the organization.
Education
1994 -1996 - Ryerson University, Toronto, Ont.
Application Programming in C / C++ - Data Structures in C / C++
Other Experience
Certified MCSE (2000 Server / Workstation), A+, NET+, CCNA
References
References are available on request.
Contact this candidate