Troy Garel Brampton ON CANADA acw64s@r.postjobfree.com Cell: 289-***-****

SUMMARY

A results-driven, well rounded professional, with a reputation for adaptability, enthusiastic teamwork, impeccable customer service and seeing things through to the end. I bring experience in the IT industry supporting multiple Operating Systems on multiple platforms. Areas of expertise include desktop and server installation, troubleshooting, as well as hardware and software support. I would like to work with an organization that is committed to achieving and/or maintaining the highest level of customer satisfaction and professionalism.

10 + years experience in IT Industry with Desktop Technician and LAN Administration Positions

Team Lead of team of 18 total deployment technicians

Strong Customer Service Oriented & Troubleshooting Skills

As Team Lead, ran deployment projects in Montreal & Ottawa.

Recognized by the client for the work done as Cascade Team Lead on these deployments.

Recognized as the Team Lead of the team with the least number of issues identified by the client the day after the deployment.

3 members of my team promoted to leading their own teams

TECHNICAL SKILLS

OS & SOFTWARE PACKAGES

Windows 7/9x/NT/ME/2000/XP/Vista, IBM OS/2, Novell NetWare, Windows 2000/2003/2008 Server, Lotus Notes Release 8.5, Veritas BackupExec, Microsoft Office 2000/2007/2010 Suite, Cheyenne ARCServe, Visio 2000, Norton, Symantec EndPoint Protection, and McAfee Anti-Virus, PC Anywhere, SMS 2.0, Compaq Insight Manager, WebExPC, Terminal Services, Microsoft Remote Desktop, Dell OpenManage, Rhumba Client, Attachmate Extra, Solstice, Disk Access, Active Directory, Norton Ghost, Microsoft USMT, Acronis True Image, and VMWARE.

HARDWARE:

Compaq ProLiant Servers (5000R, 6500R, 6400R), and DLT Libraries, Dell PowerEdge Servers (2450 and 2550), and DLT Libraries, IBM Servers, Toshiba, Compaq, Dell and IBM desktops and laptops/notebooks, Hewlett Packard, IBM, Canon, Dell, Lexmark Printers as well as exposure to Cisco Routers, Switches and Hubs.

PROFESSIONAL EXPERIENCE

Atlas Copco Business Services, IT November 2012 – Present

Designation: Servicedesk (Contract)

Responsibilities

Responsibilities include providing telephone\remote\deskside support to all business divisions employees

Tasks include password resets, hardware & software troubleshooting\resolution, Laptop and desktop imaging

Documentation of daily processes including imaging and virus removal processes

Configuration of FTP scanning

Responsible to train new Desk Support techs that join the Mississauga team

Tasked with training the first level support techs in Mexico, including travel to Mexico to provide HyperCare

First Point of Contact for VIPs, (GMs, VPs, etc.)

Re-direction\escalation and follow up of issues to\with other departments

Troubleshoot\resolve VPN connectivity issues

Provision of support for industry specific applications, (mining & construction).

Hardware troubleshooting and problem resolution, including virus detection and removal

Installation and support of desktop software and applications, including MS Office productivity tools, and Lotus Notes email services as well as Blackberry’s.

Basic network troubleshooting and management

Compucom Canada August 2012 – November 2012

Designation: Helpdesk - UHN (Contract)

Responsibilities

Responsibilities include providing telephone\remote support to the University Health Network users

Tasks include password resets, hardware & software troubleshooting\resolution

Re-direction\escalation and follow up of issues to\with other departments

Troubleshoot\resolve VPN connectivity issues

Provision of support for industry specific applications, (health industry).

Hardware troubleshooting and problem resolution

Installation and support of desktop software and applications, including MS Office productivity tools, and email services.

Basic network troubleshooting and management

Blake & Cassels July 2012 – August 2012

Designation: Technical Support (Contract)

Responsibilities

Responsibilities include providing next day support to users who were upgraded to Windows 7.

Provision of support for industry specific applications, (legal industry).

Hardware troubleshooting and problem resolution

Installation and support of desktop software and applications, including MS Office productivity tools, and email services.

Basic network troubleshooting and management

Manulife Financial March 2012 – July 2012

Designation: Deployment Team Lead (Contract)

Responsibilities

Responsible for training of technicians.

Imaging, configuring, and deploying desktops and laptops.

Hardware troubleshooting and problem resolution

Installation and support of desktop software and applications, including MS Office productivity tools, and email services.

Basic network troubleshooting and management

Responsible for ensuring daily\nightly deployments completed on time and accurately

Provide reports on daily\nightly deployments

Escalation point for technicians to handle sensitive client issues

Maximize Consulting july 2011 – March 2012

Designation: IT Technician (Contract)

Responsibilities

Responsible for maintaining clients’ Policies & Procedures documents.

Troubleshoot and resolve issues related to technical difficulties with hardware, software, and the network.

Resolve Network switch and connectivity issues

Install server patches and hotfixes.

Ability to complete multiple simultaneous projects in a timely manner

Install, configure and maintain all server and client desktop and Laptop computers and peripherals

Suggest replacement server and client hardware and software

Client to vendor liaisons

Provide after hours support when necessary

Identify, research and resolve server and client technical issues

Electrical safety authority Mar 2010 – July 2011

Designation: IT Technician (Full Time)

Responsibilities

Provided a unique combination of technical support, client service, and training to Electrical Inspectors.

Ensure minimal downtime to users by ensuring imaged replacement desktop and Laptop computers prepared ahead of time

Assisted in interactive training classes for new/existing Electrical Inspectors

Manage trouble ticket queue: open, update and close tickets as work is completed

Escalate trouble tickets in queue to appropriate resources and follow up to ensure completion within designated Service Level Agreements

Equipment setup, moves and tear downs

Follow existing policies and procedures and assist in creation of new ones

Troubleshoot and resolve various file and print issues

Support Blackberry and other SmartPhones

Coordinate with functional groups in other offices

Other projects as required

eHealth Ontario Mar 2009 - Mar 2010

Designation Tier 2 Desktop Support (Contract)

Responsibilities

Image replacement desktop and Laptop computers for internal customers.

Provide on-site and remote support

Process new hires and exits

Actively contribute to ongoing process improvement

Interface with infrastructure, database, and development personnel

Collaborate with development staff to recreate problems in the test environment

Liaison with multiple teams to ensure users’ systems access (Network Infrastructure, CISCO VOIP, etc.)

Participate in regular monitoring of Service Desk Performance Measurement metrics and recommend\implement changes

Electrical Safety Authority Dec 2008 – Feb 2009

Designation: Deskside Support Analyst (Contract)

Responsibilities

Image replacement desktop and Laptop computers, and perform data migration for Electrical Inspectors.

Assisted in creation and modification of final images

Troubleshoot network connectivity issues

Provide remote support to Ottawa team of deployment technicians completing system upgrades.

Maple Leaf Foods Oct 2007 – Nov 2008

Designation: Client Support Specialist (Contract)

Responsibilities

Provide desktop support to 23,000+ employees across Canada, USA and UK.

Project lead for Blackberry rollout\upgrade.

BES administration

Liaisons between MLF and Rogers for Blackberry related issues

GO Transit Jun 2007 – Oct 2007

Designation: Network Support Analyst (Contract)

Responsibilities

Provide on-site and remote support to GO Transit employees

Responsible for the deployment of all new equipment to users

Provide Citrix connectivity support

Perform minor PC repairs and hardware replacement, (ie. RAM, HardDrives, Internal NICs etc).

GO Transit Dec 2006 – Jun 2007

Designation: XP Deployment Technician (Contract)

Responsibilities

Identify users’ required applications

Perform staging and deployment of replacement desktop and Laptop computers and Tablets

Backup\restore\validate user state data

Provide next day support

Sun Life Financial Jul 2006 – Dec 2006

Designation: XP Deployment Cascade Team Lead (Contract)

Responsibilities

Responsible for the training of all direct report deployment technicians (18 in total)

Provide mentoring to team members

Train all new Team Leads

Ensure nightly deployments completed on time and accurately

Provide next day reports on prior nights deployments

Liaison between Service Provider and Customer

Responsible for completion of deployments in Ottawa and Montreal

Hydro One Feb 2006 – May 2006

Designation: XP Deployment Analyst (Contract)

Responsibilities

Complete upgrade from Windows NT Workstation to Windows XP

Verify integrity of user data after upgrade completed

Provide on-site next day support when necessary

Davis + Henderson Ltd. Partnership May 2003 – Jan 2006

Designation: Desktop Support Analyst (FullTime)

Responsibilities

Provide desktop support to 150+internal clients.

Complete IMAC

Assist in installation of CISCO Call Manager System

Provide ongoing support for Call Manager Desktop

Complete upgrades to CISCO Call Manager System

Liaison between D+H and hardware and software vendors

CERTIFICATION

Microsoft Certified Technology Specialist Business Desktop Deployment 2007

*References available upon request.

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