Manager Support

AVAILABILTIY

To Interview: **-** hours’ notice

To Start Onsite: One week notice

Vacations Planned: Nothing immediate. Vacation for May.

PROFESSIONAL SUMMARY

An Information Technology Professional with a significant record of achievement in the areas Business Analyst, System Administration, Network Administration, Technical Support, Training, Leadership and Client Relations.

Brings excellent analytical abilities, interpersonal skills, problem-solving, innovation, dedication, and drive to enhance customer experience in private and public sector organizations.

6 years of experience in application testing, packaging, and remediation at Capilano University and Numeris Canada where I am currently working

5 years of experience ensuring applications, databases and associated peripherals are functional transferring from one operating systems to another (Windows XP to Windows 7) with Capilano University and Numeris Canada

3 years of experience planning, ordering and successfully deploying workstations with Numeris Canada

3 years of experience validating applications requirements and understanding licensing with Numeris and Capilano University

10 years of experience working with service providers/vendors with IBM, Cisco, HP and Linux Organizations

PROFESSIONAL EXPERIENCE

Numeris Canada 2013 – Present

Desktop Support Analyst

Ensure that all Workstations, Laptops and Printers are up and running on a day to day basis

Involved with application testing, packaging, remediation which includes daily standup meetings

Perform further applications testing to ensure that In-house software, databases, and peripherals are functional on the new Windows 7 operating systems that has recently been migrated

Provides a full working level of specialized expertise to lead all technical business analysis activities within infrastructure related projects: reporting to the Application Services Director

Collaborates with business managers, technology teams and vendors to understand, analyze and document the business requirements and translate into functional requirements

Designing and communicating complex workflow analysis, drafting end-to-end documentation, Service Level Agreements and Standard Operating Procedures based on industry best practices

Develops and implements the infrastructure, business related projects and supports in monitoring and tracking the project to ensure overall project success

Work collaboratively with Numeris business areas, application, technology teams and external partners/vendors to support key strategies and organizational priorities

Lead all technical business analysis activities to understand, analyze and document the business requirements and translate into functional requirements, technical specifications and process workflows

Lead the development and implementation of system/technical and functional requirements in assigned infrastructure related projects and tasks

Lead complex workflow analysis design sessions and document outputs according to industry standards and best practices

Develop, define, and build technology based business cases, briefing notes, decision sheets that will enable business and technology change

Create technical Service Level Agreements, Standard Operating Procedures

Create use cases, test plans work with business areas to create user acceptance test scripts

Create functional specifications, conversions, upgrades, interfaces, reports, forms, and workflows

Create end-to-end documentation of end-to-end current state and future state technical architectures and associated workflows

Contribute to procurement documents (RFX), and contracts

Contribute to Privacy and Security reviews and assessments.

Leverage business and technical knowledge to make recommendations, influence business partners and management

Assist in project resource planning, allocation and management to achieve project goals

Assist with the project life cycle planning, monitoring, control documents

Assist with the definition of each technical and business project’s success criteria

Capilano University 2010 – 2013

User Support Administrator

Responsible for resolving IT problems for all computer users within the University: reporting to the IT Director.

Used Microsoft Systems Centre Configuration Management (SCCM) to configure and deploy In House Applications and other software, which integrates with our ticketing system (System Manager)

Create software distribution packages using SCCM for Windows XP and Windows 7 operating systems, which includes applying Group Policy to Users and Desktop applications.

Provides frontline end-user support for Novell Zenwork network-based applications which includes new Students and users setups resulting in efficient Students Labs Usage

Experience working with Microsoft Active Directory (including group policies, DNS, DHCP), GroupWise, Module, Farmis, Jira and Argos software applications

Troubleshoots and repaired PC hardware and peripherals on a daily basis

Responsible for supporting the University’s Faculty and Staff Desktop and Laptops

Provide support for telephony which is made of Nortel and Cisco Unify Call Manager

Support all Mac's Blackberry, printers, Local Area Networks, Active Directory and SCCM deployment and management, SharePoint 2007, and server 2003 and Experience working with enterprise level networks, desktop software operating systems, email and other end user technologies.

The IT Department is a midsize to Large which is made up of 65 staff members with all of us reporting to the Technology Director.

HELI-ONE (formerly CHC Helicopter Corporation) 2006 – 2009

The world's largest helicopter support company

System/Network Administrator, 2007 - 2009

Responsible for all IT systems; reporting to the IT Director in a large Enterprise Environment.

Configured, tested and implemented new application servers resulting in congruence of hardware throughout organization

Used Microsoft Systems Centre Configuration Management (SCCM) to configure and deploy In House Applications and other software.

Experience working with Microsoft Active Directory (including group policies, DNS, DHCP), Microsoft Exchange 2007 and/or Exchange 2010

Built PC systems including laptops, desktops and PDAs, using imaging software and allowing for state-of-the art, timely maintenance of a full fleet of helicopters

Ensured latest firmware and service pack revisions are implemented

Troubleshooted and repaired PC hardware and peripherals resulting in streamlined operations

Connected devices to the local area network and domains resulting in seamless communications locally and internationally

Provided support for telephony systems resulting in enhanced operations

Scheduled and prioritized tasks allocated by the Helpdesk resulting in customer satisfaction

Ensured hardware is maintained in accordance with contract schedules, and that software license agreements are enforced and in compliance

Trained new users on the Lotus Notes email system resulting in efficient on-boarding

Involved with system migration using Microsoft Operating System Deployment (OSD) tool

Used Movex Supply Chain to fully support the fulfillment process for both simple and complex distribution networks which included Data Warehouse Management, replenishment and Transportation Management components and Transaction processing

Configured all Citrix Farm such as Virtual IP, Health Monitoring and Recovery and Multimedia acceleration.

Set a required encryption level for Citrix plug-ins.

Responsible for all Server Support

User Support Administrator, 2006 – 2007

Responsible for resolving IT problems for all computer users within the organization: reporting to the IT Director.

Provided frontline end-user support for network-based software applications which included new users setups resulting in efficient on-boarding

Teamed with corporate IS support group to diagnose and correct issues resulting in an efficient day to day operations

Conducted software application training and provided end-user service and support for stand-alone computers and LAN/WAN settings resulting in an efficient network operations both locally and internationally

Installed fully-integrated server roles such as XenApp, Citrix licensing, single sign-on service and Provisioning Server.

Initiate a XenApp server restart and reboot.

The IT Department was a large Enterprise Environment made up of IT Staff members located in different Geographical locations.

SAP 2005 – 2006

Senior Technical Support Analyst

The market and technology leader in business software solutions

Responsible for all system related issues reporting to the IT Manager.

Provided Tier-2 &3 level support for all Business Objects Global users for issues that cannot be resolved by Helpdesk tier-1

Configured and monitored all LAN/WAN, VPN and Infornet for Mobile Express Client Dial Up for remote computing and all domain controllers and provided support for PBX and all Blackberry devices for all users resulting in enhanced communications

Provided support for all Microsoft Exchange Servers and Microsoft Outlook for users resulting in an efficient communication system across the organization

Provide user training on one-one basis for new Business Objects Crystal Reports Products resulting in getting users acquainted with the Software

Responsible for Managing Active Directory, DNS DHCP, and TCP/IP with a focus on Windows 98, 2000/2003 and XP operating systems

West Jet Airlines 2003 – 2005

Team Lead

The Second largest Canadian Airline

Leading a staff of 10 in the Server Operations Group reporting to the IT Director

Provided day-to-day and strategic direction of technology support of Corporate IT systems infrastructure, troubleshooting activities, system enhancements and Maintenance to the Airlines, resulting in a smooth day to day operations

Acted as a liaison with other technical leads, team Leads and IT management for consistent and timely delivery of IT services, as well as providing operational management assistance in the absence of the Manager, IT Operations

Lead technical troubleshooting of system problems and take appropriate urgent actions on an individual or leadership basis resulting in a well-structured operations

Supported and maintained over 100 Dell 6650, 100 IBM 380 and 580 blade Servers, which was made up UNIX Solaris and Linux Red hat 7.0 and 9.0 Servers resulting in maintaining a well-structured mixed environments

Provided documentation on Client/Server infrastructure systems, process flow and technical release notes for the purpose of recovery, patches, enhancements and upgrades resulting in meeting the organization needs

Participate in career planning and strategic Organization development resulting in getting each staff member a career goal for performance management

Coaching, feedback and performance reviews of staff in cooperation with the Manager, IT Operations resulting in making sure that each staff member career aspirations was in line with the companies policy

Utilized Altiris Server Management Suite to provide comprehensive solution for managing physical and virtual servers platforms.

Air Canada 2001 – 2003

Business Analyst/ Senior Network Administrator

The Biggest Airline in Canada

Responsible for all IT Systems, reporting to the IT Manager

Provided System Support for part of Air Canada and AeroExchange’s Networks resulting in meeting all Airlines members Standard

Promoted AeroExchange on-line auctions resulting in obtaining cheaper prizes for Airlines spare parts

Set-up process to approve and register Employees to use AeroExchange. Access to on-line auctions resulting in cutting prices and reducing lead times

Provided training where required to new users resulting in efficient on-boarding

Maintained systems Backups for all Servers resulting in ensuring that system requirements were in alignment with the Company’s standards

Used INFOMAN software for Tracking all Asset Management Inventory, and process all IMAC request resulting in a smooth change management meeting

Trained and supervised Junior Staff within the System support group

Canadian Airlines International 1998 – 2000

Network Administrator

One of the biggest Western Canada Airlines

Responsible for all IT Systems, reporting to the IT Director

Provided technical and Network support to over 600 users at YVR, YYZ and YYC, running multiple Servers, made up of Novell 3.12, 4.11, 5.1 and NT 4.0, Windows 95/98, NT Workstations and windows 3.1 operating system resulting in a smooth day to day operation in the organization

Traveled frequently to different locations of the Airlines for upgrades

EDUCATION

CAPM Designation – CAPM Project Management Institute

Simon Fraser University

Diploma in Applied Project Management

Northern Virginia College

Associate Degree in Data Processing

George Town University, D.C. USA

B.Sc. in Computer Science/Mathematics

PMP DESIGNATION

Expected completion date November 30, 2016

PMI-PBA

Expected completion date December, 2016

PROFESSIONAL TRAINING & DEVELOPMENT

ITIL V3 Foundations Certification

Microsoft Certified System Engineer, MCSE 2003

Microsoft Certified System Engineer, MCSE (NT/W2K)

Citrix Certified Administrator (CCA)

Novell Network Engineer (CNE 3.x, 4.x and 5x)

Microsoft Certified Professional: Internet Specialist, MCP: IS

Cisco Certified Network Associate (CCNA)

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