Technical Support Help Desk

Location:

Ajax, ON, Canada

Posted:

November 07, 2016

Contact this candidate

Resume:

SUMMARY

Experienced IT and Technical Support/System Administration professional with

exceptional leadership skills and a passion for process improvement with over 8 years of varied IT experience and a proven record of accomplishment in high-pressure environment while effectively producing exceptional results. Demonstrated ability to effectively design and manage process to ensure peak efficiency and effectiveness. Able to drive results through exceptional insight into the technical support process. Focused on exceeding client expectations and developing strong and profitable business relationships. Able to communicate effectively across organizational levels. EDUCATION & CERTIFICATIONS

Centennial College Toronto, ON

> Information Systems 2007

CompTIA

> CompTIA Server + 2012

> CompTIA PDI+ 2011

> CompTIA A+ 2009

TECHNICAL SKILLS

CompTIA

> A+, PDI+, Server+ Certified

Hardware

> HP & IBM Servers

> PCs, Laptops, Netbooks, Tablets

> Thin Clients

> POS Systems

> HP/Lexmark Printers

Software

> SQL 2012 - 2016

> MS Office 2007 - 2016

> Microsoft Exchange 2003 - 2016

> SharePoint 2013 - 2016

> Powershell

> Active Directory

> Domain Controller Admin

> VMware

Operating Systems

> Apple OSX

> Windows XP/Vista/7/10

> Microsoft Server 2003 - 2016

> Linux

> UNIX

Enterprise Applications

> Coins

> Compass

> Citrix

> VPN

> DMS

> Airwatch

> SalesForce

> IBM BigFix

> Cisco Anyconnect

Networking

> TCIP

> Ethernet Networks

> Network Printing Setup

> IP/TCP/LAN/WAN

Programming Languages

> Visual Basic

> C+ / C#

> Java / Java Script

> HTML / XML

Help Desk

> BMC Remedy Ticketing Systems

> ServiceNow

> Technical Support Escalations

> Process Improvement

> Remote Support

EXPERIENCE

Q9 Networks Toronto, ON

IT Administrator / System Administrator January 2016 - Present Desktop Support Specialist 2013 - 2016

> Resolve IT issues, such as password reset, software, PC hardware, connectivity, and configuration

> Verify all desktop, mobile equipment and corresponding access is in place for new employees

> Plan, develop, manage and troubleshoot IT programs, and support

> Research and advise on opportunities to improve results on key performance indicators

> Provide internal IT support for server security, software updates, hardware maintenance etc.

> Oversight of IT undertakings, capture of business requirements, deliverables, and milestone planning

> Ensure that applicable project management practices are followed throughout project lifecycles

> Communicate test group results across organizational levels in a concise and professional manner

> Deploy and maintain information systems and technology solutions to improve efficiency and results

> Create and submit purchase requisitions for equipment and accessories

> Create and deliver reports as required to communicate results with key stakeholders

> Provide after-hours support on an on-call basis

> Provide coverage in absence of IT Manager

Andrew

Dhaniram

20 Arborview Crescent

Etobicoke, ON M9W7B3

H: 416-***-****

C: 416-***-****

acxet4@r.postjobfree.com

EXPERIENCE CONTINUED

Soroc Technology Toronto, ON

Field Service Technician 2010 - 2013

Help Desk Analyst 2008 - 2010

> Provide Level I, II and III support for escalated technical and help desk tickets throughout tenure

> Communicate with technical peer groups and translate information across organizational levels

> Create, track, dispatch, escalate and resolve issues within set SLA’s through BMC Remedy Ticket system

> Prioritize response based on frequency, severity and client impact

> Create and manage account information, distribution lists and resource calendars in Outlook Exchange

> Oversee asset management and disposal for redundant and obsolete technology

> Provide IT support to all North American offices both onsite and using remote access with VCN and RDP

> Provide immediate executive response for helpdesk requests within SLA

> Conduct weekly meetings to update technical team and key stakeholders

> Coaching and training for new team members on company procedures and policy

> Installation and support of computer hardware and software including desktop, laptop, server and UPS REFERENCES

References are available upon request.