David Guo

*** **** ****** *** ********, ON. N*V *X9

519-***-**** (H), 226-***-****(C), Email: acqnu4@r.postjobfree.com

OBJECTIVE

A position applying my technical knowledge and experience as Technical Support Specialist

SUMMARY OF SKILLS

Experience with business system administration and technical customer support. Extensive technical skills on platforms such as Windows Servers, MSSQL, ORACLE databases, web applications, desktop clients, and systems administration

Work directly with customers via phone, email, Lync, GoToAssist and other on-line tools

Served as the first point of contact for technical support related inquiries and issues

Experience in tracking, resolving and documenting internal IT support trouble tickets

Has high client service ethic and a passion for assisting customers

Excellent troubleshooting ability along with hands-on experience in technical support. Able to coordinate closely with clients, IT service desk, third party vendors and other IT teams across enterprise on support issues or project deliveries

Resolved system and client issues within the SLA timeline satisfactorily

Exceptional interpersonal, customer service, communication skills

Able to work independently and as part of a team within a busy and dynamic environment, with experience managing multiple tasks. I am flexible and taking initiatives

PROFESSIONAL EXPERIENCE

HP Canada Co, Mississauga, ON 2014 to 2015

Client service

Responsible for content server administration and customer support for Cenovus Energy, Calgary

Administered and managed around 40 mission-critical, enterprise-wide electronic document management systems

Provided support for 7 x 24 availability. Responded to customer calls via a rapid response team on a 24/7 clock with 100% response in allotted time frame. Assisted and performed various assignments that related to server installations, PC diagnostics and configurations

Supported the on-boarding and off-boarding of users

Troubleshot system issues, analyzed root causes, created post modem documents, proposed and designed solutions for error preventing

HP Canada Co, Mississauga, ON 2012 to 2014

Client Service

Responsible for daily system administration and customer support for Ontario Pension Board, Toronto

Operated and managed a pool of Prod, Pre-Prod, Dev, QA,Content Server, eForm server, Archive server environment

Installed windows operating systems, web servers and utility software on host systems, created database schema, installed content servers and module. Performed content server installation and upgrade

Managed incident tickets. Planned and created change tickets and applied customizations in Content Server. Performed service updates and OS patch installation

User and content migration from legacy systems. Successfully performed content server failover and disaster recovery activities

Developed back up and disaster recovery plan. Executed backup and restore plans

Conducted troubleshooting, root cause analysis, and problem resolution for assigned systems

Blackberry, Waterloo, ON 2007 to 2012

Content Server administrator/Customer Support

Responsible for daily system administration and customer issues for Blackberry Inc.

Managed and maintained several business systems such as Livelink, Knova and DM portals. Managed issues escalated by service desk and tier one support. Ensured customer issues were resolved in a satisfaction and timely manner. Provided 7 X 24 call support

Provided recommendations for server hardware specs, assisted in the server OS, web server installation and configurations, networking, PC diagnostics and configurations

Worked with Oracle DBA in upgrading livelink database. Assisted in establishing processes and procedures necessary to support legal discovery and document production requirements.

Identified and articulated potential risks associated with various systems technical elements and escalated issues to IT management

OpenText, Waterloo, ON 2006 to 2007

Quality Assurance Analyst

Responsible for managing a pool of QA servers for developers in PS department, performed quality assurance testing for customized modules

Managed the QA data center and computer host systems including hardware, software and equipment such as air-conditioning system, UPS uninterrupted power system

Wrote and executed the functional test Scripts. Managed and tracked the bug life cycle

Collaborated with developers, business consultants and customers in testing and troubleshooting customization issues. Ensured appropriate documentation and user acceptance testing occurs

Created detailed test plans for baseline, regression and simulation testing

OpenText, Waterloo, ON 2001 to 2006

Technical Product Support Specialist

Responsible for quality assurance testing and resolved customer issues with content servers suites

Identified and resolved technical issues involving a wide range of livelink product suites as well as issues ranging from OS, database, Web servers and browsers. Responded to customers’ requests in a timely manner

Managed customer relationships and clearly documented all interactions within the company database. Ensured accurate documentation for reporting purposes are made

Wrote technical articles for inclusion in the Knowledge Center Knowledge Base

Toronto School of Business, Kitchener, ON 1999 to 2001

Instructor

Taught Computer Network Administration and PC hardware

Instructor of Network Administration for Windows, Novell OS, hardware and MS office suites

Set up and maintained school network. Set up and configured AD, DNS and DHCP servers etc

Relevant Technical Expertise:

Software Applications:

OpenText Livelink ECM, MS Office Suite, Visio, FrontPage, MS Outlook,

Database:

Oracle 8i/9i/10G/11G and SQL 7/2000/2005/2008

Operating Systems:

DOS, Windows95/98/2000/XP/7/8, NT4/2003/2008, UNIX, Linux, Novell, Apple Mac

Web Servers:

IIS, Tomcat, Web logic, IPlanet, AD

Mail Servers:

MS exchange, Lotus Notes, Mercury

Networking Protocols:

TCP/IP, FTP, DNS, DHCP, F5 Load balancer

Programming Languages:

HTML, XML, Java Script, Visual basic, PowerShell script

Hardware:

PC, Motherboard, RAM, NIC, Hard Disk, Power Supply

Professional development:

Certifications: MCSE, MCP, A+, CNA, OCA, MCDBA

EDUCATION

Certificate, Java Programming 2009

Conestoga College, Kitchener, ON

Diploma in Computer Network Administration/System Support 1998

Toronto School of Business, Kitchener, ON

Computer and Business Administration (Part time studies) 1998

University of Wilfred Laurier, Waterloo, ON

BA in English Language and Literature 1984

Guangdong University of Foreign Studies, Guangzhou, China

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