Technical Support Help Desk

Kenneth Gouveia Home: 647-***-****, Cell 647-***-****

***-** ****** ***** **, Toronto, Ont. M3A 2R4 ***.*******@****.***

SUMMARY OF QUALIFICATIONS

Experienced and knowledgeable bilingual English/Spanish Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

TECHNICAL EXPERTISE:

Operating Systems Databases and Software Applications:

SAP Point Of Sale Suite, Solution Manager Fundamentals

Microsoft Windows/7/8/10/2012/Linux\Mac OSX

Office 2010\2013 office 365

VMware, Oracle Virtual Box, Microsoft Hyper V

MSSQL, Sybase

SharePoint 2013, WordPress, Joomla, Exchange 2013

Camtasia Studio, Power director

Ticketing system Zendesk Helpdesk (HP Peregrine), Auto task, Connect Wise

Hardware Systems Backup Tools and Remote Utilities:

Dell, NCR, Samsung, Asus (PC and laptops), Lenovo (Tablets)

Norton Ghost, Paragon backup recovery, Partition Magic, Hiren

VNC, Labtech, Control.itsupport247.net, Dame Ware, LogMeIn, TeamViewer, Nmap

Network protocols: TCP/IP SMTP,UDP,FTP,TELNET,ARP,

Antivirus AVG, Malware bytes, Norton Utilities, AV defender, Wireshark

KENNETH GOUVEIA 647-***-**** ***.*******@****.*** Page 2 of 4

EMPLOYMENT EXPERIENCE

Helpdesk Analyst Level II September 2014 May 2015

Global Mentoring Solutions

Remote Support, Toronto Canada

Performed real time monitoring and managing ticking system such as Zen desk, Connect Wise, Autodesk, and Salesforce.

Conducted end user training on capabilities as needed, researched patches, updates and solutions for computer issues, both hardware and software related and documented related issues in order to maintain IT Knowledge base current.

Performed troubleshooting on network performance issues

Remote using LabTech, Team Viewer in order to performed computer diagnostics, repairs, upgrades, and software fixes on Windows system and Mac OSX

Performed malware and virus removal on PC and Mac computers.

Configured Hosted Office 365, Outlook, Gmail and third party application such as Drake accounting software and SAP application on PC, Laptops, Tablets, and Phones.

Worked with Active Directory setting up new users and terminated users, helped user setup VPN for remote connectivity.

Performed troubleshooting on local and wide area network Printer/Scanner issues.

Ran diagnostic on Wi-Fi and intranet for internet connection and network issues using Wireshark

Worked on setting up VM workstation for testing purposes on client side and

Provided user with guidance on network security updates.

Helped end user on WordPress and Joomla Website configuration issues and provided feedback on how to maintain a secure website.

Provided end user with Basic on how to use SharePoint 2013 such as creation of my site, libraries, list and task.

KENNETH GOUVEIA 647-***-**** ***.*******@****.*** Page 3 of 4

Senior Technical Support Analyst July 2011 – June 2013

Red Iron Helpdesk, Toronto, Ontario

Monitored calls in queue to ensure that Red Iron Helpdesk Service Levels agreements were achieved; waiting time decreased from 25% to 5% due to successful implementation of call monitoring

Responsible for handling issues escalated by the Technical Support Analyst group; approved knowledgebase documents and provided problem resolutions

Communicated escalated issues to Level 1 Corporate contacts in accordance with the Red Iron Helpdesk escalation process and the Standard Operating Plan defined for the respective clients

Mentored and trained Technical Support Analyst team members by using video input created with Camtasio studio, PowerPoint presentations and other pre-existing documents

Backfilled for Team Leaders who were away due to vacation or other duties

Interacted with other departments on created procedural methods to solve technical issues

Re-imaged laptops and customer lab hardware infrastructures; created virtual machine sessions to help with testing on customer environment with no need for testing in a live store

Provided phone support and remote support using VNC, Dame Ware, and TeamViewer for clients such as Kenneth Cole, Body Shop, Tommy Hilfiger, Town Shoe, Shoe Company

Support Application Consultant August 2002 – July 2011

SAP, Canada, Toronto, Ontario

Provided bilingual English/Spanish Support to over 1800 stores in USA, CANADA and MEXICO and also provided English/Spanish translations for two of our Technical Helpdesk located in Toronto, and Bristol Pennsylvania.

Provided Technical support to clients such as AAFES (USA Army and Air force Exchange Services. Investigated, troubleshoot and resolved various hardware, software and networking issues pertaining to customers, this resulted less waiting time for their customers and less stress for their head office.

Replicated problems in our lab using virtual machines and provided solutions to our clients, by Re-imaged laptops and customer labs hardware infrastructures, also created virtual machines sessions so this will help, on testing customer environment with no need for testing in a live store.

KENNETH GOUVEIA 647-***-**** ***.*******@****.*** Page 4 of 4

Continuation from page 3

Trained and mentored Technical Support Analyst group, which included over 15 Technical Analyst's employees on SAP POS database usage and functionality, addressed all functional and technical issues regarding SAP POS database, networking issues this helped our department and improved our expertise, and also acted as a central point of contact between our customers and NCR, and documented all activities to client problem resolution.

Approved knowledgebase documents in timely manner, resulting faster correction and resolution of the client issues

Acted as a backup team leader, provided guidance to other support Technician and follow up on pending issues related to our clients

EDUCATION

OPTIONTRAIN Toronto, Ontario

Boot camp Windows Server 70-410 July 2015

Alison.com Online Certificates Jan/Dec 2013

Fundamentals of Network Security Online

Microsoft SharePoint 2010 User Interface Online

Microsoft SharePoint 2013 Administration Online

Network Security Administrator (Ethical Hacking) September-December 2013

Centennial College Toronto, Ontario

MCP Network Certificate MCSA 2000-2001

Cannet Technology Toronto, Ontario

Diploma, Network Administrator 1998-1999

Shaw College Toronto, Ontario

Diploma, PC Technician 1997-1998

Alta Data Computer College Toronto, Ontario

Certificate, Accounting 1989-1990

Universidad Nacional Abierta Guayana City, Venezuela

References available upon request

Contact this candidate