William Yuen

Service Management

Technical Services

Programmer

acqa39@r.postjobfree.com

Calgary, AB, Canada

403-***-**** (C) 403-***-**** (H)

SKILLS

Operating Systems: Windows 7, XP, 2K, NT, 98, 95; Windows Server 2003, 2K NT4; Unix; Mac OS 9, 8

Networking: Cisco IOS 11.1, Level I to IV; Novell NetWare 4.11, 4.1, 3.12, 3.11, BindView

Servers: HP 9000/817S, G50

Services: Citrix Terminal Services

Development: C, COBOL, PowerBuilder, Microsoft VB

Applications: pcAnywhere, Microsoft Office 2010/2007/2003

Relations: User support, staff/employee management, task delegation, scheduling

EXPERIENCE

Arby’s Restaurant Manager [2008 to current]

Arby’s Eaton’s Centre and Scotia Centre

Spearheaded the grand opening from ground up of the restaurant at Eaton’s Centre

Managed staff and task delegation in a fast paced environment

Inventory control, daily operations management, employee schedule management

Analyze and plan sales, organize marketing events and promotional plans accordingly

Interview, recruiting and training staff

Manage daily operations, including staff scheduling, organization, cleanliness, product quality

Responsible for training and supervising all management personnel of corporate goals and expectations daily

Maintains statistical and financial records, administration and paperwork

Rectified guest complaints quickly and efficiently

Technical Support Analyst [2006 to 2008]

EDS Technical Services

Hardware, software, and data migration, configuration, and re-implementation

Tier 1, 2, and 3 technical support for users

Troubleshot IT infrastructure and system issues

Proposed technology and best practices for business operations

Hardware and software inventory control, communication with suppliers

Technical Analyst [2003 to 2006]

Calgary Health Region

Technical user support, scheduled rotation on-call support

Server backbone implementation, workstation setup, application installation

Hardware and software inventory control, communication with suppliers

Troubleshot server and network infrastructure communication and hardware issues

Developing in-house applications and IT infrastructure with IT support team

User training on new technologies

Computer Systems Analyst [2000 to 2003]

Carewest Continuing Care

Managed day-to-day network and communication operations

Troubleshot workstation, server, and network infrastructure and hardware issues

User support and technical training

Proposed technology and best practices for business operations

Managed, trained, and supervised junior support staff

Hardware and software inventory control, communication with suppliers

Data backup and disaster recovery management

Implemented and troubleshot network and phone communication

Consultant [1998 to 2000]

Canadian Red Cross

TransCanada Pipelines

Canadian Occidental Petroleum

SHL Systemhouse Inc.

Novell NetWare network administration

Troubleshot workstation, server, and network infrastructure and hardware issues

Data backup and disaster recovery management

User data migration between PC and Mac platforms

Automated SQL stored procedure programming for data retrieval and report generation

User account migration from NT to Novell 4.11

Lotus Notes to Microsoft Exchange 5.5 migration

Developed custom imaging packages for PC operating system deployment

Technical Support Analyst [1997 to 1998]

Price Waterhouse Ltd.

Novell network administration and support

Configured, setup, troubleshot, and optimized computer performance and applications

Network device maintenance and network optimization

Lotus Notes systems administration and support

Tier 1 in-house application server administration and technical support

Data backup and storage administration

Security software reporting, virus and malware detection, and system optimization

Hardware and software inventory control, including procurement

Asset tracking via tracking database

Server operating system and network upgrade

Programmer Analyst [1997]

First America Information Reporting Inc.

System analysis and COBOL development for information reporting and fraud prevention

Designed and administered Novell 4.1 network

Hardware, software, communication link maintenance between computers and servers

Programmer / Network Analyst [1990]

Gibson Petroleum Company Ltd.

Novell Network, user account, and mail account administration

Troubleshot and supported the communication of the internal and external network

Hardware and software configuration and implementation

IT infrastructure upgrade and maintenance, including all application, mail, file, and other servers

Hardware and software procurement and deployment

Tier 1 desktop and Lotus Notes user training and support

In-house system analysis and development of oil and gas transportation system, payment equalization and pricing system, EDI (Electronic Data Interchange) system

Programmer Analyst [1987 to 1988]

New Energy Software Inc., Tusk Computing PLC

Accounting system maintenance and enhancement via RM COBOL

System analysis and design

On-site hardware and software installation, user support, and training

COURSES & TRAINING

[2005] ITIL Foundation Certificate in Service Management

Planning, Implementing & Maintaining a Microsoft Windows Server 2003 AD Infrastructure

Implementing Windows 2000 Professional & Server

Designing a Windows 2000 Directory Services Infrastructure

Cisco Networking Level 1 to 4

Novel NetWare 4.1 Administration

Introduction to Novel Directory Services (NDS)

Microsoft Office Access, Word, Excel

Windows 95

Microsoft VB-I

Fast Track to PowerBuilder

EDUCATION

[1986] Bachelor of Science in Computer Science @ Brandon University

[1981] Diploma in Civil Engineering @ Red River Community College

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