Technical Support Help Desk

TERENCE SEQUEIRA, MCP, CCNA (R&S)

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

Summary:

Supported end users via email/phone/remote control software/desk side for hardware and software issues.

Document all calls in call tracking software and manage escalation if necessary to senior IT teams.

Conducted installs, upgrades and rollouts of hardware and software to client machines.

Racked and cabled servers, routers and switches.

Worked in a data center and had exposure to virtualization and cloud technologies.

Extremely good time management and communication skills.

Worked with technical and non-technical customers.

Good understanding of TCP/IP and background in troubleshooting network issues.

Certifications:

MCP (Windows Server 2012), CCNA (R&S)

Skillset:

Windows Server 2003/2008/2012, XP/7, TCP/IP, DHCP, DNS, AD, HTML.

Employment Experience:

Dec 2015 to Present Help Desk Support - Pathway Communications

Working in a call center Help Desk outsourcing provider environment providing Tier I support to end users for two health service providers and an insurance provider.

Tracking and documenting all work pending and completed in ticketing applications and manage escalation if necessary.

Provide support for Moves/Adds/Changes for users via AD/Exchange/Group Policy, password resets, and support for connectivity to specialized in house applications.

Actively participating in streamlining documentation and processes in order to improve the efficiency of services provided to customers.

Executing Tier 3 tasks - examining server event logs, and investigating errors and possible solutions, as well as examining antivirus reports for anomalies on a weekly basis.

Feb 2014 – Apr 2014 Technical Analyst - General Electric Canada

Successfully completed project documenting 15 racks of equipment at the data center. Project consisted of a cable matrix, inventory, and power matrix project consisting data center.

Hardware upgrades of 6 ESX servers in a live data center.

Wireless access point inventory of the corporate office in preparation for upgrades.

Resolved various IP telephony issues on Cisco and Avaya phones – connectivity, replacement of defective headsets/phones, depending on the requirements.

July 2013 – Aug 2013 Technical Analyst - General Electric Canada

Primary project consisted of a Cisco IP phone rollout project for 500+ users.

Resolved various network / phone issues associated with the rollout above, and as well as other network issues.

Provided direct support to users regarding issues with headset incompatibilities with new phones.

Interfaced with external vendors regarding various user IP phone issues.

Replacement of switches to upgrade bandwidth to support IP phone rollout.

Nov 2010 – Sept 2012 Technical Analyst - Geminare Incorporated

On call 7/24 supporting 5 data centers in Canada and US with 100+ servers in each data center running VMWare ESX.

Supported 400+ customer virtual servers in 5 data centers.

Performed system checks on all servers weekly to verify all data centers were functioning correctly.

Assisted customers in performing failover/ failbacks when required, and resolved any errors that came up – escalating to vendors as required.

Completed customer site set up and provisioning – VPN setup from customer sites to datacenters, provisioning of servers within the virtual environment for customers, and working with customer technical resources to eliminate and issues that arose.

Documented all customer environments, communications, status all work requested, in progress, completed, and pending.

July 2009 – March 2010 Wireless Technical Support Consultant - Rogers

Providing technical support to Rogers Wireless customers in a call center environment.

June 2003 – Feb 2009 Web Developer - TLC Vision Corporation

Updated web sites hosted in-house.

Integrated new web sites into the current environment.

Developed lead acquisition applications, static and animated banners, upon request.

Web server platforms used were IIS 4.0, IIS 6.0, and ColdFusion 7.

Familiar with HTML, ASP, CSS, and ColdFusion.

Developed and extended web applications upon request.

Development tools used were Microsoft Visual Studio and Macromedia Dreamweaver.

March 2000 – May 2003 Technical Analyst - TLC Vision Corporation

Supported Windows clients and servers in over 65 remote sites in Canada and US running MS Office, VPN Clients, and in-house applications.

Supported Intel Shiva VPN gateway and Shiva VPN Certificate Authority – addition, deletion, and renewal of certificates.

Supported Blackberry Enterprise Server and setup and configuration of Blackberry handheld devices.

Supported Citrix Metaframe running under Windows 2000 for 30+ finance users, running Office XP, Great Plains and FRX Financial Reporting.

Performed ongoing software and hardware upgrades to client machines at all locations using remote control software.

Participated in a Help Desk procedure evaluation to cut down user call wait times to 2 minutes.

Developed a New User Manual that describes the current network architecture and standard TLC applications from a user perspective.

Supported Windows servers in a production environment running basic file and print services, MS Exchange, IIS 4.0 and Site Server 3.0, and MS SQL 7.0.

Education:

Cisco CCNA 2015

Windows Server 2012 certification in progress. 2015

Seneca College – Electronics Engineering Technology. 2014

Obtained high school prerequisites to train in electronics technology. 2012

CCNA Voice. 2010

Cisco CCNP Certification. 2001

Seneca College – Computer Programming and Analysis 1995

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