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Technical Support Management

Location:
Oshawa, ON, Canada
Posted:
April 28, 2016

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Resume:

Marko Taskas

**** ********** *****

Pickering, Ontario

L1V 7A6

Telephone: (H) 905-***-**** (M) 416-***-****

Email address: acujr6@r.postjobfree.com

Professional Profile:

• IT Professional with over 20+ years of extensive experience in system analysis, technical support and project coordination

• Extensive experience with Microsoft Windows operating systems and applications (Excel, Word, Sharepoint)

• Experience with VPN, SMS, SCCM, Citrix XenApp and LYNC communication applications

• Extensive experience with various email applications including Lotus Notes and Exchange

• Extensive experience with Remedy, Clarity and ITSM based on ITIL practices

• Extensive knowledge of DELL and IBM desktops and laptops

• A decision maker well organized, resourceful and efficient.

• ITIL v3 Service Strategy, service design, service transition, service operation and continual service improvement.

• Extremely dependable in completing projects accurately and on time.

• Equally effective working in self-management projects and as a member of a team.

• Strong communication, interpersonal and organizational skills

EMPLOYMENT EXPERIENCE

Apr 14 – Present BMO FINANCIAL GROUP, Toronto, Ontario

Project Coordinator/Client Support Analyst – Contract

Project lead and overall coordination of Windows 7 to over 5000 users for the Bank of Montreal

Coordinated and consulted with other business units to define business and system requirements

Lead any escalations for senior management

Vendor management support on any infrastructure escalations

Overall Site Contact for any escalations related to the conversions

Defined and implemented the conversion processes for all locations

Created and executed safety plans specific to location

Managed, trained and mentored 15 rollout technicians

Involved with infrastructure and network planning for multi-site build rooms capable of imaging 100+ machines at a time

Responsible for tracking and reporting project to management

May 04 – Mar 14 EXXONMOBIL CANADA, Toronto, Ontario

Project Coordinator – Permanent

Project lead and overall coordination of major projects successfully for Central Canada. Rolled out Windows 7, Lenel Security Systems and SCCM

Senior Technical Lead for the Desktop Operation group providing day to day guidance and an escalation point to other desktop members as well as 50 – 80 remote analysts across the country

Coordinated and lead escalation for senior management

Vendor management support for any escalations and coordination for hardware/software and onsite support

Accomplished in house process design and security and controls methodologies as well as using the ITIL service lifecylce. Lead and participated in internal audits

Created and executed safety plans for the overall safety of desktop and deployment strategies

Escalation point for any facility and data center operation issues

Managed desktop analysts remotely while travelling for project related work

June 03 – Apr 04 HONDA CANADA, Toronto, Ontario

Client Support Analyst – Contract

Provide 2nd and 3rd level support to Honda Canda Employees

Analyze, diagnose and resolve computer hardware and software problems

Delivered a Web based system to all Honda dealers nationally

Create documentation for any new processes and for training purposes

Responsible for facility and data center operations

May 01 – May 03 IMPERIAL OIL LIMITED, Toronto, Ontario

Senior Desktop Support Analyst – Contract

Provide 2nd and 3rd level support to Imperial Oil Employees throughout Canada

Analyze, diagnose and resolve computer hardware and software problems

Installation of software applications using SMS

Create documentation for any new processes and for training purposes

Manage user enquiries about data and application conversions

Responsible for managing, tracking and reporting on special projects

Provide in depth support and training to users implementing Windows 95, NT, and the Office 97 products including Mainframe.

Feb 01 – May 01 BANK OF NOVA SCOTIA. Toronto

Project Manager - Contract

Responsible for managing, tracking and reporting on special projects.

Part of the Windows 2000 Server and Office 2000 roll out team

Managed and coordinated the move from one building to another.

Effectively supervised 3 desktop support analysts.

Provide 3rd level support to users and technicians whenever needed.

Liaised with vendors on finishing the project on time.

Mar 00 – Feb 01 NORIGEN COMMUNICATIONS INC. Toronto

Senior Desktop Support Analyst – Contract

Provided 2nd and 3rd level support to Norigen Employees throughout Canada.

Responsibilities included configuring and installing Windows NT. 4.0 on workstations and laptops.

Analyzed, diagnosed and resolved computer hardware and software problems.

Responsible for managing, tracking and reporting on special projects.

Created documentation for any new processes and for training purposes.

Effectively supervised 5 desktop support analysts.

Set up and deployed the inventory control to be able to better manage the computer assets

Nov 99 – Feb 00 MIN. OF CONSUMER AND COMMERCIAL RELATIONS, Toronto

Business Analyst – Contract

Analyzed data and applications ensuring Y2K compliancy

Managed user enquiries about data and application conversions.

Managed the transition of data files and applications smoothly and efficiently

Generated statistics for management on the progress of the conversion.

Ran Y2K tests on hardware and software.

Provided 2nd level support to technicians.

Dec 98 – July 99 NESBITT BURNS, Toronto, Ontario

Deployment Leader Desktop Rollout – Contract

Responsible for tracking project from start to finish

Rolled out WINNT workstations on NT servers.

Maintained the inventory control for better management of the computer assets.

Generated new documentation procedures for technicians to follow

Provided statistics for management.

Sept 97 – Dec 98 IMPERIAL OIL LIMITED, Toronto, Ontario

Client Support Analyst - Contract

Effectively supervised 5 desktop install engineers to comply with IMPERIAL OIL desktop standards including ongoing training of implementation techniques to other technicians.

Provide in depth support and training to users implementing Windows 95, NT, and the Office 97 products including Mainframe.

Manage all corporate enquiries in an efficient and effective manner.

Schedule and manage the implementation of Win95 to users throughout Toronto

1997 GE CAPITAL, Mississauga, Ontario

Customer Support Representative

• Conduct all aspects of hardware and software technical support in both MAC and PC environments, including laptop and desktop systems.

• Utilize effective communication skills to determine the nature of caller requirements and provide effective solutions.

• Administer the installation and configuration of users requesting connection to the network through Windows '95, Windows NT, Banyan and MAC TCP/IP protocols.

Configure and troubleshoot internal mail system and MS-Exchange problems.

1995 to 1997 IBM CANADA LTD., Markham, Ontario

Technical Support Representative

• Provided U.S. customers and end users with product and technical support for the IBM Aptiva, which involved responding effectively to customer inquiries in-person, on the telephone, through on-line networks and by mail.

• Communicated with customers to help them understand proper use of computer systems.

• Effectively handled customer problems that appeared to arise from the use of the product and followed up to ensure customer satisfaction.

• Acted as Mentor to Technical Support Representatives regarding customer relations issues.

EDUCATION/TRAINING

2012CSP

2000MCP

Self - Study

1989 to 1993 SENECA COLLEGE OF APPLIED ARTS & TECHNOLOGY, Toronto, Ontario

Diploma: Computer Programming and Analysis Program

REFERENCES AVAILABLE UPON REQUEST



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