Service Active Directory

Ronald N. Nelson

519-***-**** ******@*****.***

http://ca.linkedin.com/pub/ronald-n-nelson/1/b90/841

Professional Summary

A professional, client-focussed, strategic thinker who exercises tact, discretion, analytical skills and service excellence in the delivery of programs and services to clients.

Recognized as a hands-on individual, possessing the drive and determination to build on recent and excellent performances, and a team player willing to make suggestions and accept suggestions from other groups.

Skills:

Experience with all Windows platforms, Linux and installing and configuring Citrix clients.

Many years of client facing experience.

Electronic Technologist – service circuit boards to component level.

Network experience including Tcip, Dns, Dhcp, Lan and troubleshooting skills.

Active Directory Experience – setup of users, groups and permissions.

Accomplishments:

Increased accuracy by 20% for asset management tracking purposes, by adding a coding system to computer equipment.

Trained as an SME in the barcoding systems for cash register systems and barcode printing systems.

Used many different ticketing and reporting systems including Service Now, Tivoli, and Remedy.

Strong client service skills; able to be empathetic to the feelings, needs and concerns of others.

Experience working with Windows 7/XP/2000, PC hardware/software, and PC LAN networks

Professional Experience

Allied World Wide

Tata Computer Systems

Deskside Analyst contracted to Diageo Canada Inc. 2014 – 2015

Imaging desktop and laptop equipment. Setup and maintain cell phones

Asset Management – tracking cell phones and computer equipment

Setup and configure network printing

Conference calls with associates in different countries regarding IT issues

Remotely connecting to users and fixing issues, installing software

Tape backup systems and tape rotations

Backing up encrypted hard drives for legal holds

Use of Service Now ticketing and reporting system

Drake International

Deskside Support Analyst contracted to Hamilton Health System

2013 – 2014

Collecting Data and User Profiles to restore to new pc’s

Image PC’s and Laptops

Setup of applications, and printers on a network

Track the serial numbers of the old inventory

Work with other IS teams to resolve issues, and assist with any required application upgrades

Responsible for a variety of application support activities including testing, configuration and liaising with staff to ensure the applications meet the business and clinical needs

Tek Systems, Toronto, Ontario 2012 – 2013

Deskside Support Analyst contracted to US Steel Canada

Front-line client support services for 800 users in assessing, triaging and resolving technology needs including application support, hardware support and installations, including:

Prompt resolution of client tickets

Methodical problem solving

Prioritization and triage of service requests

Detailed documentation of processes and procedures

Field support of hardware and software

Asset Management – tracking hardware via barcodes or serial numbers through an inventory system

Royal Bank of Canada, Toronto, Ontario 2007 – 2012

Technical Service Analyst

Utilized extensive experience in resolving client hardware and software issues at the desktop and to the server and network level, including efficient communication with the client to determine issues and to provide corrective action in order to minimize downtime and increase productivity.

Provided technology service to 900 clients with computer hardware, application and network issues

Ensured timely escalation and prompt resolution of client issues through the Peregrine work ticket system, as required

Provided excellent client service through thorough triage, working with offshore help desk, and final check with client on resolution, to ensure that client is working to their peak efficiency

Managed internal key performance indicators by ensured proper prioritizing of network and client issues as they arise within the Peregrine ticketing system

Created documentation to support a technical issues knowledge database, shared via SharePoint, as issues were resolved

Provided technical advice on enterprise-wide issues or projects

Supported key suppliers and vendors in their work at Royal Bank

Bank of Montreal, Burlington, Ontario 1998 – 2006

Senior Lan Technical Analyst

Client support for 800 users and their pc, network and application issues

Set up networks (LAN/WAN, Windows)

Set up client desktop and laptop, and HP printing devices to connect to the network and server

Performed repairs on desktop, laptop and printers

Utilized a work ticket system to track client issues

Escalated tickets on issues which could not be resolved locally

Project sub-managed a new server room and servers to accommodate the contingency plan of 6 BMO Montreal departments

Performed backups of 3 departments locally in Burlington and doing tape swaps weekly and sending the tapes out to another Bank location

Tokyo Electric Canada Ltd., Mississauga, Ontario 1982 – 1998

Bench Technician and Field Engineer

Supported a 30 Dealer network with their point of sale and Barcode technical issues

Serviced circuit boards to component level

Extensive use of various diagnostic equipment

Performed scheduled maintenance to reduce downtime and increase productivity

Performed outside service to POS equipment in department and grocery establishments

Education and Professional Development

Diploma, Electronic Technologist – Mohawk College, Hamilton, Ontario, Canada

Prometrics – Microsoft Certified Professional

Polar Bear Training Centre – Microsoft Active Directory Certificate, Managing Multiple Projects

Toshiba Canada – A+ Certificate

Communications Canada – Advanced Amateur Radio Operators Certificate

Client Relationship Management – Dale Carnegie Training Program

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