Customer Service Information Technology

James Michael Baldwin

*** ****** *** • Toronto, ON • M4L 3A1

647-***-**** • *******************@*****.***

Objective

I wish to integrate my background as an accomplished customer service relations professional with my experience and training in Information Technology. My official work involvement in the field of IT is increasing, and I have been building and maintaining personal computers and networks for over 15 years, including building and upgrading computers; implementing servers and NAS systems; securing routers and networks; and administering various Windows installations. I have the skills to step in and immediately become a contributing member of an IT team.

Skills

Information Technology – Computer Use and Maintenance

CompTIA A+ Certified

Fully trained on Windows Server 2008 and 2012, including Active Directory management

Administrator-level knowledge of Microsoft Windows 7 and Linux desktop operating systems

Adept at working with other operating systems, including Windows 8, Windows 10, MacOS

Extensive knowledge of full MS Office Suite specializing in detail-oriented data-intensive work (including Excel, Access, OneNote, Outlook)

Skilled at the use of other software including Apache Openoffice Suite, MySQL, Oracle Database, IBM Notes, Adobe Creative Suite

Excel at assembling and upgrading computers, in addition to diagnosing and solving technical issues on desktop, laptop, and workstation computers

Experienced with the full IMAC process

Able to maintain all standard anti-virus/anti-malware software on the market

Information Technology – Network and Data Security

CompTIA Security+ Certified

Trained on the concepts of data security in a corporate setting

Experienced at setting up and managing dedicated firewalls

Knowledgeable about VPNs, including encryption methods and data integrity hashing

Skilled at subnetting, arranging VLANs, and other security-based network management principles

Able to set up and use virtual servers and computers for patch management and penetration testing, including the use of VMware, GNS3, Wireshark, Solarwinds, NetStumbler, Ntop, and Metasploit

Experienced training users/clients on security concepts including password complexity, BYOD, phishing and whaling, social engineering, and building security measures

Building on my experience, currently working towards my (ISC) certification

Interpersonal

Able to work well independently or as a member of a team

Able to meet deadlines and follow directions

Proven track record of positive customer service relationships with particular and demanding clientele

Proven track record maintaining a calm and professional demeanor, even during stressful situations

Always professionally presentable and happy to take on whatever task is needed

Work History

Canadian Broadcasting Corporation Jan 2016-April 2016

PC Support Consultant

Was instrumental in setting up multi-factor authentication on corporate email accounts

Led employee-based training and awareness program regarding cyber-security concepts to promote a strong internal security policy

Instructed users on best practices regarding password protocols, corporate mobile device use, and social engineering responses

Set up corporate mobile phones with Mobile Device Management software and instructed employees on the use of MDM software

Altis HR 2008-2012

Administrative Positions

Curated databases and filing systems for Ontario College of Nurses during an office redesign, keeping records organized and functional through a physical move

Managed spreadsheets and organized data for a large presentation at Environics Canada, mining for specific data, applying macros and formulas for both function and presentation, and building graphs and charts

Edited and managed tests and test scores for The Royal College of Dentists, formatting tests and test slides in Word and Powerpoint which included tables, graphics, and pictures

Related Experience

CDI College, Toronto, ON 2014-2015

On-site IT Volunteer

Assisted the IT Instructor with moving workstations within the school

Set up workstations for new student use, with domain access and Hyper-V enabled

Helped fellow students to set up GNS3 and Wireshark for further study purposes at home

Canadian Opera Company 2012-present

Box Office Customer Service Representative

Provided front-line customer service for new and renewing patrons’ subscriptions and their payment plans, ticket exchanges, ticket returns, single ticket purchases, in addition to answering all manner of questions about performances and facility accommodations.

Curated and maintained an extensive database of operatic patrons, performing patron account merges and separations, cleaning and properly formatting accounts.

Education

Network Systems Administrator Diploma March 2015

CDI College, Toronto, Ontario

Included full courses covering CompTIA A+, Network+, Security+,

Linux+; Windows 7 Administration; Windows Server 2008 and

2012 administration with Active Directory; Cisco ICND

Masters in Operatic Performance May 2010

Bachelor of Music Voice Performance May 2004

University of Toronto

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