IT Technical Specialist

Shawn Lee Pack

* – *** The West Mall, Toronto, Ontario, M9C 1C4

Cell 416-***-**** Email: acs6z6@r.postjobfree.com

PROFESSIONAL PROFILE

I am a seasoned professional offering many years of experience working as a Technical Support Specialist, providing rotational 24/7 support for various company infrastructure, such as, National Bank Financial, Bell Canada, Air Canada, Novartis, and Mother Parkers. I have extensive experience in building and troubleshooting PCs, laptops, and servers, while always trying to improve services and processes using industry best practices.

As a main participant in an Exchange project, I was instrumental in migrating over 300 user and resource mailboxes from Lotus Notes to Exchange 2010, and uploaded their archive mail to a cloud storage. Blackberry users were migrated to a new BB Enterprise for Exchange environment. Cisco Jabber was additionally rolled out to replace Lotus Sametime.

I have an aptitude for prioritizing and resolving problems with a tenacity for seeing things through to their logical end. My experience has given me solid time management skills so that I may always deliver timely results and customer satisfaction. I am a consummate team player with the ability to take charge and demonstrate strong leadership.

My certifications include MCITP, Comptia Certified Professional, CCNA, and VMware.

TECHNICAL SKILLS AND COMPETENCIES

OPERATIVE SYSTEMS: Windows XP/7/8, Windows Server 2000,2003/2008/2012, VMware 5.x

PROTOCOLS: TCP/IP, UDP, SNMP, HTTP, HTTPS, TFTP, FTP, IGRP, EIGRP, OSPF, BGP, RIP, MST, STP, RSTP, 802.1q, VTP, IPSec, SMTP, ACL, CDP, SNMP

SOFTWARE APPLICATIONS: VMWare Server, VMWare Workstation 9, VMware vSphere 5 (ESXi5 and vCenter), MS Office, Active Directory, Symantec Backup Exec, Arcserve, McAfee, Remedy, WhatsupGold, Infoman, Bloomberg, Reuters, StarQuote

NETWORK AND TELECOM: LAN/Wan, VLAN/Subnetting, DNS, DHCP, NAT, PAT, Wi Fi 802.11 a/b/g/n, 802.1x, FTP, Telnet, SSH

HARDWARE: DELL/ HP/Lenovo Desktops/Laptops, IBM/Compaq/HP servers, Cisco routers/switches, UPS, tape drives (DLT, LTO, and SDLT), RAID cards, memory modules, Xerox/HP printers

PROFESSIONAL EXPERIENCE

Mother Parkers Mississauga, Ontario June 2013 – June 2014

Systems Administrator Contract

Maintained system integrity and daily steady state concerns which included reviewing daily backups and monitoring overall performance issues of servers and network appliances. Instrumental in their email migration from Lotus Notes to Exchange using the EMC and Powershell CLI Scripts.

• A Virtual Server environment configured on an IBM Flex System & managed with VMware 5.5

• Created & administered Blackberry 5 and 10 VM servers configured with an external SQL 2012 DB

• Managed Exchange 2010 consisting of a Data Availability Group, 2 MBX & 2 CASHUB

• Migrated Lotus Notes mailboxes to Exchange using Quest NME, CMN, and ADFS server tools

• Setup WhatsUpGold16 for performance monitoring of servers, network devices, and wireless appliances

• Oversaw Symantec Backup Exec 2012 configured with Exagrid storage

• Administered user disk quota, shares & permissions, printer configurations, AD, DNS, DHCP, & McAfee

• Deployed new desktops and laptops with Windows 7 & 8, and Office 2010

Technical Summary: Windows Server 2008/12, Windows XP/7/8, Excel, Word, Outlook, Backup Exec 2012, WhatsUpGold16, Blackberry Enterprise 5&10, VMware, Vsphere, ESXi, Exchange 2010, AD, DHCP, Troubleshooting, Systems Admin, Helpdesk.

E2E Integrated Solutions Toronto, ON March 2013 to May 2013

Technical Support Temporary Part-Time

Provided remote technical support with SAGE and ACCPAC

Install and troubleshoot connectivity issues of Sage 300 ERP/CRM 2012 and Accpac

Technical Summary: Sage 300, Accpac, Pervasive PSQL v10, Windows XP/7, Teamviewer

Coldwell Banker Momentum Toronto, Ontario Oct 2010 to Dec 2013

Real Estate Representative Full-time

Delivered excellent real estate services in the selling or purchasing of property while marketing and promoting myself and brokerage to the community

Successfully represented relevant parties to negotiate & facilitate the sale or purchase of real estate

Delivered exceptional client service and upheld professional image by adhering to OREA regulations

IBM Global Services Toronto, Ontario March 2003 to April 2009

Intel Technical Specialist Full-time

Delivered excellent real estate services in the selling or purchasing of property while marketing and promoting myself and brokerage to the community

• Delivered timely customer service in compliance with Service Level Agreements

• Provided rotational 24/7 on-call support for National Bank Financial, Air Canada, & Bell Canada

• Tracked customer issues, resolutions, & created Change Management using Remedy & InfoWeb

• Supported Windows desktops and up to 500+ rack mount IBM/HP/Dell/Compaq servers nationwide installed with MS Windows NT4/XP/2000/2003

• Supported Trade floor software: StarQuote, Bloomberg, Reuters, and Reuters scrolling display boards

• Optimized server environments using various types of load balancing High Availability

• Maintained Microsoft Exchange,Blackberry Enterprise, DHCP, DNS, FTP, & PGP encryption servers

• Administered performance monitoring tools such as SRM, IBM Director, OCS, SMS, SCCM, and Tivoli

• Managed centralized and localized Arcserve backups at file and system levels, & Exchange restores

• Utilized remote tools: RDP, VNC, Dameware Mini Remote, PCanywhere, and Putty

• Implemented industry security standards and procedures such as GSD331 and LEAN

PREVIOUS WORK HISTORY

Full-time, Sr Helpdesk Analyst – Mar 99 to Mar 03 - National Bank Financial, Toronto

Full-time, Help Desk Support – May 96 to Mar 99 - First Marathon Securities Ltd, Toronto

Full-Time, MICR operations and DAC&ACSS entry – 1990 to May 96 – TD Bank at SOC & College Park

EDUCATION & PROFESSIONAL DEVELOPMENT

2015 Cisco Advanced Switching & Routing: training at Cisnet/Citi College – ongoing casual courses

2015 VMware VCP certification: studies completed online from Stanly College

2014 Cisco certification: CCNA: training completed at Cisnet/Citi College

2010 TriOS College: Computer Systems Engineering Diploma

CompTIA A+ Hardware/Software/Network+/Linux+

MCITP Enterprise Support : Exchange Server 2007, Windows 2008, SQL Server 2008, Hyper-V

Blackberry Certified Support Specialist / System Administrator and Server Support

2010 - 2011 CompTia+ Certifications: Hardware, Software and Network

2009 - 2011 MCITP: Server 2008 Administrator 70-646, Exchange 2007 Server 70-236, Virtualizaton Technology 70-652, Active Directory Configuration 70-640, and Windows Network Infrastructure 70-642

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