Mark Barker
** ****** ***** ********, ******** Hill, ON L4E 4V8
Hm: 416-***-****, Email: acteu2@r.postjobfree.com
EDUCATION:
Trebas Institute (Toronto, Ontario) - October 2006 – September 2007
Audio Engineering and Production
Humber College (Etobicoke Ontario) – January 1999 - December 2001
Computer Programmer Diploma
CERTIFICATION:
CompTIA A+ certification – April 2010
ITIL – certification currently scheduled through current employer
WORK EXPERIENCE:
Compugen Richmond Hill Sr. Deskside Support Analyst - GTA Team Lead (Vale Base Metals Division) April 2009 - Present
Provide weekly reporting for incident numbers to management
Communicate support issues and changes to technicians as they arise
Conduct yearly performance reviews for onsite technicians
Act as an escalation point for any IT Related process issues
Provide technical support for Corporate and remote Vale users
Provide support to VIP users and members of the Vale Corporate Base Metals Executive team
Part of On-Call 24/7 rotational coverage for PC and network support
Support Windows XP, Windows 7, 8, and 10 as well as MS Office 2003, 2007, 2010, 2013, Office 365
Support installation and configuration issues with Oracle 9 and 10G
Support Installation and configuration issues with SAP
Support installation and configuration issues with Scotia Connect and Thompson Reuters financial applications
Provide support for Adobe Acrobat, Internet Explorer, Cisco VPN clients
Configure, move and troubleshoot network printers, switches and hubs
Assist with wireless guest account creations
Use remote management tools to troubleshoot incidents
Work with Active Directory to reset, enable or disable user accounts. Also use AD to manage workstation objects
Involved in testing and deploying of new software, along with the deployment of operating systems, HP desktops and laptops, and Cisco network devices for the infrastructure
Assist with the configuring and troubleshooting of Blackberry devices
Create and manage Blackberry accounts using RIM BES server
Configure and support Apple iOS devices
ActiveSync support for iOS devices
SUNTV February 2008 – April 2009
Audio Operator
Mixed all on air sound sources for various SUNTV productions
Airbourne Sound March 2008 to May 2008
Sound Effects Editor
Mixed and edit sound effects
Lenovo Canada Toronto Ontario
Inside Sales Representative (Contract) November 2005 to April 2006
Inside Sales Representative:
Responsibilities included addressing pre-sales questions, assessing requirements, selecting the most appropriate solution to meet the customer or business partner’s needs.
Provided Technical sales support for customers, over the phone or via email
Required to be knowledgeable with current industry standards and new trends for personal IT equipment
Janssen Ortho / Network & Computing Services Toronto Ontario
Project Analyst (Contract) December 2004 to April 2005
Project Analyst:
Coordinated the 1/3rd refresh cycle for desktops and laptops
Provided reporting on asset inventory for 1/3rd refresh planning
Conducted annual physical inventory for J&J operating companies within the GTA
Janssen Ortho / Network & Computing Services Toronto Ontario
Sr. Analyst, SMS Administrator (Contract) February 2004 to December 2004
Sr. Analyst:
Tracked all technology assets through their entire life cycle – new setup to end of life
Managed software licenses to ensure compliance
Coordinated the 1/3rd refresh cycle for desktops and laptops
Provided adhoc reporting on software and asset inventory
Provided and enhanced reporting on procurement and service transactions on a regular basis
Worked closely with the Deskside Support Team coordinating moves, adds, and changes for all hardware, software, and peripheral devices
Ensured adherence the existing hardware and software standards, policies and procedures and enhanced or modified as required
Needed to be actively aware of developments around standards and strategies with regards to upgrades, service bulletins, enhancements, etc and effectively communicating any upcoming changes
Accomplishments:
Verified and corrected critical inaccuracies within Company’s Asset database. This resolved inconsistent tracking information of assets and helped budget planning for future procurement of assets.
Created a process document for an in-house inventory tool used by Johnson & Johnson support representatives
Created a data dictionary for the company’s Asset database. Dictionary defined fields to use when entering information into the database and also defined each field’s proper criteria
Created a Microsoft Security Patch Profile template which is used for applying Security updates to network user accounts
SMS (Systems Management Server) Administrator:
Coordinated the requests for new software applications
Created collections and advertisements to push application packages using SMS 2003
Liaison between SMS Scriptors and internal business partners
Provided adhoc reporting on software and asset inventory
Accomplishments:
Created an install notification template that communicated the status of a user’s application request
Janssen Ortho Projects:
1/3rd Refresh
Physical Inventory
Hudson's Bay Company Toronto Ontario
Technology Analyst June 2001 to February 2004
Network and desktop service technician:
Provided technical support for clients who access the HBC network
Supported Windows 95, NT, 2000 and XP as well as MS Office 97, 2000 and XP
Provided support for Adobe Illustrator, Photoshop, Corel Draw, MS MapPoint, Internet Explorer 5.5 – 6.0, Cisco VPN, PDA equipment and software, and HBC in-house applications
Used NetSupport and SMS to help aid in troubleshooting district calls via remote control
Involved in testing, maintaining, and deploying new software, operating systems, Desktops, Laptops and Network devices
SMS (Systems Management Server) Administrator:
Member of Asset Management team for HBC (Zellers, Bay, HBC Information Services)
Used SMS to verify Hardware and software inventory of HBC\Zellers
Created queries for asset recording purposes
Used the console to remove duplicate computer names that may reside on the SMS Server
Performed SMS installations and repairs on PCs' that may not be appearing in the SMS database
Helped Business Analyst manage the requests for new software applications as well as hardware installations
Assisted in creating Business cases for new hardware
Provided reporting on software and asset inventory for use in Budget or Project planning
Helped plan and assist in moves, adds, and changes for all hardware, software, and peripheral devices
Performed annual inventory for reporting purposes
Helped determine new Asset Management standards and guidelines for HBC
HBC Projects:
Corporate Operating System Upgrades:
Pre NT rollout application compatibility testing
Windows NT Basic Standard Image creation
Windows NT Corporate rollout
Pre XP rollout application compatibility testing
Windows XP Basic Standard Image creation
Windows XP Corporate rollout
HBC Accomplishments:
Created a process for manually backing up of data by using either an external hard drive or a Image server on the local area network
Created a process to pre-image hard drives with corporate XP image based on machine type and model
Identified and solved a network/application issue that affected HBC’s Graphic Design power users. The issue impacted their productivity, and at times restricted them from saving, printing and making updates to project files. Acted as the liaison between HBC’s Networking group and the Software vendor
Languages and tools:
Dynamic Provisioning/Imaging, C and C++, Visual C++, Visual Basic, JCL, SQL/DB2, UML, Object-Oriented, HTML, DOS, COBOL
Software & OS:
WinNT, WinNT Server, Win 95, 98, 2000, Win 2000 Advanced Server, Win XP Professional, Windows 7, 8, 10, SMS 2.0/2003 Administrator Console, SCCM, Mac OS X, Tivoli, OS/JCL, DOS, UNIX, X-Windows, Norton Ghost, Borland C++, Visual C++, Visual Basic 6.0, Blackberry Desktop Manager, iOS